Replying to Google reviews shows future customers you care, and Google notices active profiles too. But a rushed or defensive reply can do more harm than the review itself. Here's how to reply well, with templates you can adapt in a minute.
- Reply to every review, good and bad, ideally within a couple of days.
- Thank people by name and mention the actual job. Copy-paste replies look like nobody read the review.
- For negative reviews: stay calm, acknowledge it, and take the details offline.
- You can't remove a review because you disagree with it, but you can report ones that break Google's rules.
How to reply
Sign in to your Google Business Profile (search your business name on Google while signed in, or go to business.google.com), open Reviews, and choose Reply under the review. Your reply appears publicly under the review, marked as a response from the owner.
Replying to five-star reviews
Keep it short, personal and specific. Mention the job and the suburb when it's natural: it reads well, and it reinforces what you do and where.
Thanks so much, Sarah! Glad we could get your hot water back on the same day in Norwood. We appreciate you taking the time to leave a review, and we're here whenever you need us. – Rhys
Thanks for the five stars, James. It was great working with you, and we appreciate the support. – Rhys
Replying to mixed reviews
A three or four-star review usually means "good, but". Thank them, acknowledge the "but", and say what you're doing about it.
Thanks for the feedback, Priya. We're glad the switchboard upgrade went smoothly, and sorry we were late on the day. That's not the standard we aim for, and we've since changed how we schedule morning jobs. We appreciate you letting us know. – Rhys
Replying to negative reviews
Remember who you're writing for: not just the reviewer, but every future customer reading it. A calm, professional reply often earns more trust than a perfect five-star record.
Hi Mark, thanks for taking the time to share this, and I'm sorry the job didn't meet your expectations. I'd like to understand what happened and put it right. Could you please call me on our business number or email me directly? – Rhys, owner
Offering refunds, discounts or gifts in return for removing or changing a review goes against Google's policies, and incentivised reviews can also breach Australian Consumer Law. Resolve the problem on its merits.
What about unfair or fake reviews?
You can't remove a review just because it's negative. But if a review breaks Google's rules, for example it's spam, from someone who was never a customer, offensive, or posted by a competitor, you can report it from your Business Profile. Google reviews the report, which can take some time.
While you wait, post a short, calm reply so customers can see your side:
Hi, we take all feedback seriously, but we can't find any record of working with you. If we've missed something, please contact us directly so we can look into it. – Rhys
Make replying part of your week
Set aside ten minutes on the same day each week to reply to new reviews. It keeps your profile active and stops replies piling up. Need more reviews to reply to? Read how to get more Google reviews.
Turn happy customers into reviews
Our websites include one-click Google review requests: mark a job as won and the customer gets a friendly email with a link to your review page.
Frequently asked questions
Yes, ideally. Replies show customers you're engaged, and an active profile helps how Google sees your business.
Get website tips by email
One short email a month on winning more enquiries. No spam, unsubscribe any time.
Rhys builds and looks after every Reactive Web website himself, from Redwood Park in Adelaide, for local service businesses that want more calls, bookings and enquiries.
