Skip to content
Open Arm Solutions home
Get startedSee plans & pricing

How-to guides · Google Profile Tune-Up · How do I

How do I reply to someone who isn't a customer?

Reply calmly to a review when you can't find the reviewer in your records.

Narrated video with captions, 33 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: Sometimes a review comes from someone you can't find. Here's how to reply.

    Sometimes a review comes from someone you can't find. Here's how to reply.

  2. Step 2: Check your records first. If you can't find a visit, use the template for a reviewer you can't find.

    Check your records first. If you can't find a visit, use the template for a reviewer you can't find.

  3. Step 3: Keep it calm and short. Don't accuse them of anything. Other customers are reading.

    Keep it calm and short. Don't accuse them of anything. Other customers are reading.

  4. Step 4: Invite them to contact a named person, and take it from there in private. If they turn out to be a customer, you can follow up properly.

    Invite them to contact a named person, and take it from there in private. If they turn out to be a customer, you can follow up properly.

  5. Step 5: Check your records, stay calm, and take it offline.

    Check your records, stay calm, and take it offline.

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