How-to
How to respond to Google reviews
6 min read
Where to reply, what to say to happy and unhappy reviewers, and example responses that read well to the next person deciding whether to choose you.
Why reply to every Google review
Replying is a public signal that the business is active and cared for, and Google shows your replies right under each review. It costs a minute and pays off with the next reader. Aim to reply to every review, not only the bad ones.
Replying to positive reviews
Keep it warm and specific. Name what they mentioned so it does not read as a bot, and avoid turning it into an advert.
ExampleThank you, Dana. I am glad the team looked after you and that the flat white hit the spot. We will pass the kind words to the barista. See you again soon.
Replying to negative reviews
The same structure applies as anywhere else: thank, acknowledge the specific issue, apologise where warranted, and take the detail offline. The full method, with more examples, is in how to respond to negative reviews.
Where to reply
- Sign in to your Google Business Profile, on the web or in the Google Maps app.
- Open Reviews, or search your business name while signed in as the owner.
- Find the review and choose Reply. Your response appears publicly under it.
- You can edit a reply later if you need to correct something.
Keeping up when reviews pile up
The hard part is not any single reply, it is doing it consistently. If you are falling behind, RapportIQ drafts a reply in your voice for each review so you can approve or tweak it in seconds. See pricing.