How to respond to Google reviews
Replying to reviews shows customers that a real person cares. It doesn't need to take long. Here's a simple approach for both happy and unhappy reviews.
1. Reply to good reviews briefly
Thank them, mention something specific they said, and invite them back. Two sentences is enough.
2. For bad reviews, stay calm and take it offline
Thank them for the feedback, apologize for their experience without arguing the details in public, and invite them to contact you directly by phone or email.
3. Never share private details
Don't mention a customer's order details, health, or anything personal in a public reply, even if they did.
4. Don't argue or accuse
Other customers read your replies. A polite, short answer reads better than being "right". If a review breaks Google's rules (for example, it's spam or not a real customer), you can report it through your profile.
5. Never buy or swap reviews
Paying for reviews, offering discounts for good reviews, or writing them yourself is against Google's policies and can get reviews removed or the profile restricted.
6. Set a routine
Checking once or twice a week is enough for most small businesses. Keep a few of your own reply templates and personalize each one.
Fictional example replies
Fictional example replies: "Corner Bakery" is made up. Every name, business, number and date below is invented to illustrate the advice. It isn't from a real customer.
The bakery and reviews below are made up to show the approach.
To a 5-star review: "Thank you, Ellen! We're so glad the birthday cake was a hit. See you next time, and say hi to the family."
To a 2-star review about a long wait: "Thank you for letting us know, and I'm sorry you waited so long on Saturday. That's not the experience we want for you. Please call me at the shop. I'd like to make it right. Maria, owner."
How we can help
With our Google Business Profile write-up, we can also give you a few reply templates in your own voice, ready to personalize. You paste them in; we never log in. Go to the order form.
Google Business Profile write-up: prices
| What you get | Price | Ready in |
|---|---|---|
| Profile write-up Business description (within Google's 750-character limit), services list with short descriptions, 4 starter posts, and answers to 8 common customer questions. Up to 2 rounds of changes. | $49 | 2 business days |
| Write-up + one-page website copy Everything above, plus text for a simple one-page website or About page: headline, about, services, service area, and contact section. | $99 | 3 business days |
We'll email you a draft; pay only after you approve it. You paste the text into your profile and website yourself.
An honest note: we use AI to help
We use AI writing tools to help draft your write-up. A real person reads, checks and edits every word before it reaches you.
- We never make anything up: no invented awards, years in business, licenses, reviews, customer quotes or "#1" claims. Everything comes from you, and we ask when something is unclear.
- We write to Google's published guidelines (for example, no links, prices or promotions in the description), but Google decides what appears on its own platform.
- You can ask us to delete your information at any time. See our privacy note.
What we won't do
- We will never log in to your Google account or any other account, and we never ask for manager access, passwords or verification codes. You paste the text in yourself.
- We never ask for bank or card numbers or your Social Security number.
- We don't write fake reviews, buy reviews, or suggest swapping discounts for reviews. That's against Google's policies.
- We don't promise rankings, calls or more customers. Nobody honestly can.
- We don't give legal, tax or financial advice.
Related guides: Writing an About page for a small business · How to write your Google Business Profile description
Want us to write it for you?
Use the order form and tell us your business name, town, what you do, and what customers like about you. We'll email you a draft within 2 business days; pay only after you approve it.