Replying to Google reviews: templates for positive and negative reviews

Why reply to every review

Your replies are read by future clients far more than by the reviewer. They show you're present, serious and listening. Google itself recommends replying to reviews.

Replying to a positive review

Short, personal, sincere. "Thank you very much Paul for your trust and this message. Glad you love your new bathroom. See you soon!" Mention the job: it also helps Google understand what you do.

Replying to a negative review

Wait until you're calm, then reply in four steps: thank, acknowledge the feeling, explain without justifying, offer a solution offline. "Hi Julie, thank you for taking the time to write. I understand your disappointment about the delay. A part arrived late and I should have told you sooner. I'll call you to find a solution."

And for an unfair or fake review?

Stay factual and polite, never attack. If the review breaks Google's rules (fake client, abusive language), you can report it from your profile. But your calm reply remains the best defence in readers' eyes.

Mistakes to avoid

Copy pasting the same reply everywhere, replying weeks later, losing your temper in public, or revealing private client information.

To get more positive reviews, follow our method and complete your Google profile.

How fast should you reply?

Ideally within two or three days. A quick reply shows you follow your business closely, and it defuses a negative review before it sticks.

Keep a short list of basic replies, then personalise each time with the first name and the job. Two minutes are enough.