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How-to guides · Google Profile Tune-Up · Quick start

Reply to a review

Reply to good and bad reviews with the templates in your kit.

Narrated video with captions, 42 s. Made with a fictional company, Brightline Heating & Air (sample · fictional business). Read the transcript · Download the step-by-step PDF

Step by step

  1. Step 1: Every review deserves a reply. Here's how, for good ones and bad ones, using the templates in your kit.

    Every review deserves a reply. Here's how, for good ones and bad ones, using the templates in your kit.

  2. Step 2: For a good review, thank them and mention the tech by name. Keep it short and warm: future customers read these replies too.

    For a good review, thank them and mention the tech by name. Keep it short and warm: future customers read these replies too.

  3. Step 3: For a bad review, apologize, don't argue, and invite them to contact you directly. Never share job details in public.

    For a bad review, apologize, don't argue, and invite them to contact you directly. Never share job details in public.

  4. Step 4: Reply within a day. Customers reading your reviews notice, and a calm reply to a bad review often wins more trust than the good ones.

    Reply within a day. Customers reading your reviews notice, and a calm reply to a bad review often wins more trust than the good ones.

  5. Step 5: Thank, apologize when needed, and reply within a day.

    Thank, apologize when needed, and reply within a day.

Get the Google Profile Tune-Up

Your Google Business Profile right, and your details matched everywhere. Every Kit and Install comes with these videos, and an Install adds a walkthrough made from your own setup.

See the Google Profile Tune-UpAll guides