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The short answer
To reply to a Google review, open your Business Profile, find the review and choose Reply. For a bad review, reply within a day or two: thank them, say you’re sorry about their experience, offer to make it right by phone, and don’t argue or share job details. For a good review, thank them by name. Your reply is public.
A calm reply to a bad review can do more for you than the review did against you, because the next customer reads both. Fill in your details and copy a reply that’s ready to post.
Google review reply
When the complaint is fair. Say so plainly and offer to fix it.
Hi, thank you for telling us, and I'm sorry. That's not the service we want to give, and we'd like to make it right. Please call me at [your phone number] so I can sort it out. - [your name], [your business]
Google review reply
When someone waited too long, or couldn’t get through.
Hi, I'm sorry we kept you waiting. That isn't how we want to treat anyone, and we're looking at what went wrong so it doesn't happen again. If there's anything you still need, please call me at [your phone number]. - [your name], [your business]
Google review reply
Don’t argue the numbers in public. Offer to go over the bill.
Hi, thanks for your feedback. I understand the price wasn't what you expected, and I'd like to go over it with you. Please call me at [your phone number] and we can walk through the bill together. - [your name], [your business]
Google review reply
When you disagree. Future customers are reading, so stay calm and take it offline.
Hi, thanks for sharing this, and I'm sorry you were unhappy. We see some of what happened differently, and I'd rather talk it through with you than go back and forth here. Please call me at [your phone number]. - [your name], [your business]
Google review reply
Check your records first. If it looks fake or breaks Google’s rules, report it too.
Hi, I'm sorry to read this, but I can't find a job under this name in our records. If we did work for you, please call me at [your phone number] so I can look into it. - [your name], [your business]
Google review reply
When there’s nothing to respond to but the stars.
Hi, I'm sorry we fell short. We'd like to know what happened and make it right if we can. Please call me at [your phone number]. - [your name], [your business]
Google review reply
Three stars, or some good and some bad.
Hi, thanks for the honest feedback. I'm glad the work got done, and I'm sorry about the part that fell short. I'd like to hear more, so please call me at [your phone number]. - [your name], [your business]
Google review reply
Add this once you’ve talked and the customer is happy with the result.
Hi, thanks for talking with me, and I'm glad we could sort this out. Call us any time you need us. - [your name], [your business]
Google review reply
For most good reviews.
Hi, thank you! We appreciate you trusting us. If you ever need us again, we're a phone call away. - [your name], [your business]
Google review reply
For a rating with few or no words.
Thank you! It was good working with you. - [your name], [your business]
Google review reply
Pass it on, too. It means a lot to the person they named.
Hi, thank you! I'll make sure [name] sees this. Reviews like yours mean a lot to a small business like ours. - [your name], [your business]
Google review reply
After a no-water, backup or no-heat call you fixed fast.
Hi, thank you, and I'm glad we could get things working again. Nobody wants that kind of day. If anything else comes up, call us. - [your name], [your business]
More good reviews push a bad one down the list. Ask every customer with these review request texts and a direct review link.
Ready-to-send texts and an email asking for a Google review, filled in with your details.
Make the link that opens straight to your Google review box, with a QR code to print.
Score your Google profile on 15 points and see what to fix first.
CoveDesk’s Google profile service includes a reply to every new review, along with posts and review requests.
