Replying shows people reading your profile that you listen. Google itself says helpful replies show you're responsive to your customers. Here is how to do it, and what to write.
Steps
- 1Open your Business Profile (search your business name on Google while signed in, or go to business.google.com).
- 2Select Read reviews.
- 3Next to the review, select the Reply icon.
- 4Write your reply.
- 5Select Reply.
Google checks every reply against its content policies before it appears. This usually takes up to 10 minutes, and sometimes longer. The reply shows under the review with your business name, not your personal name, and the customer is notified. You can edit or delete it later.
What a good reply looks like
Short
Two to four sentences is plenty.
In their language
Polite and professional, in the language the customer wrote in.
Specific
Mention one thing they said, so it doesn't read like a template.
No selling
No advertising, no discount codes, no asking them to change the review.
Signed as the business
The same sign-off every time, like your business name.
Honest
Don't promise anything you won't do.
Examples
Emma
Lovely spot, great coffee, and they remembered my order.
Reply from the business
Thank you, Emma. We're glad you enjoyed the coffee, and the team will be happy to hear it. See you again soon. Luca, owner
Lucía
Muy buen ambiente y el café riquísimo. Solo tardaron un poco en atendernos.
Reply from the business
Muchas gracias, Lucía. Nos alegra que te gustaran el ambiente y el café, y sentimos la espera. Te esperamos pronto. Luca, dueño
Karim
الطعام لذيذ جداً، لكن الخدمة كانت بطيئة قليلاً.
Reply from the business
شكراً جزيلاً على تقييمك. سعداء أن الطعام أعجبك، ونعتذر عن تأخر الخدمة. نتطلع لرؤيتك قريباً.
Sophie
Commande arrivée froide et en retard.
Reply from the business
Merci pour votre retour. Nous sommes désolés que votre commande soit arrivée froide et en retard. Appelez-nous au 555 0199 pour qu'on en parle directement.
How fast should you reply?
Google's advice for negative reviews is to respond in a timely manner. In practice, replying within a day or two is easy to keep up if new reviews reach you by email with a reply ready.
