A reply that works
- Use their name if they gave it.
- Name the actual complaint.
- Say what you did about it, or what you'll do.
- Give a direct contact: your name and a number.
Two examples
Late arrival: "Hi Dana, you're right that we were two hours late on Tuesday and didn't call ahead. That's on us, and we've changed how we confirm appointments. If you'd like to talk, call me directly at 330-555-0142. Mike"
Disputed bill: "Thanks, Chris. I think there's been a misunderstanding about the parts on your invoice, and I'd like to go through it with you. Please call me at 330-555-0142. Mike"
What not to do
- Argue the facts in public.
- Reveal anything about the customer's job or account.
- Offer a refund in exchange for taking the review down.
- Paste the same reply under every review.
Questions
Should I respond to every Google review?
Reply to every negative one and as many positive ones as you can.
Can I get a negative review removed?
Only if it breaks Google's policies, such as spam, a conflict of interest or hateful content.
Should I reply if the review is fake?
Yes. Say calmly that you can't find a record of them as a customer, and report the review.