How to Respond to Google Reviews (Good and Bad)

Transcript

One-star review? Don't reply yet.

I'm Grant. Let's fix that.

A customer just left you a Google review. Maybe it's five stars. Maybe it's one. Either way, your reply is public, and anyone checking out your business can read it. In the next few minutes, you'll learn how to reply, what Google itself recommends you say, and the one mistake that can get your profile in real trouble.

This episode is sponsored by Meritly. More about them later.

First, the mechanics. You can only reply to reviews once your Business Profile is verified. After that, it takes a few steps. Go to your Business Profile. Select "Read reviews." Find the review you want, and select "Reply." Type your reply, then select "Reply" again.

Here's what most owners don't know happens next. Google checks your reply against its content policies before it goes live. That usually takes up to ten minutes, but Google says it can take as long as thirty days. If your reply isn't approved, you'll be asked to edit it. When it does post, it shows as your business, not your personal name.

And the customer gets a notification that you replied. That matters, because after they read your reply, they can update their review. You can edit or delete your reply anytime, from the same "Read reviews" screen.

Let's start with the easy ones. Google's advice for replies comes down to four things.

One. Be nice, and stay professional.

Two. Keep it short. Customers appreciate a genuine reply, but a long one can overwhelm them.

Three, and this one surprises people. You don't have to reply to everything. You'll hear plenty of advice to answer every single review. Google's own guidance is to reply when you have something new or relevant to share, and it says outright that you don't need to thank every reviewer publicly.

Four. Be a friend, not a salesperson. The person who reviewed you is already a customer. Google specifically says there's no need to offer deals or promotions in your reply. Instead, tell them something they might not know about your business.

Here's an example. The review says: "Great haircut, friendly staff." A reply that adds something: "Thanks, Dana. Glad Maria took good care of you. Quick heads-up: we just added Sunday hours, so weekends are easier now. Mike, owner."

Speaking of good reviews, a quick word from our sponsor, Meritly. If your business has earned four and a half stars or better across thirty or more Google reviews, you've done something most businesses haven't. Meritly turns that into something your customers can actually see, like an award plaque for your wall, certificates, review signs, and even a press release announcing it. Find out more at meritly dot U S. That's M, E, R, I, T, L, Y, dot U S.

Okay, back to it.

Now the hard ones. Remember what I said at the top? Don't reply yet. Before you type a word, Google says to check your records. Find out who this customer was, and what actually happened. Then follow a few rules.

Never share the reviewer's private information, and never attack them personally. Google says that applies on Maps, on other services, and in person.

Be honest. Admit the mistakes that were made, but don't take responsibility for things outside your control. Explain what you can and can't do.

Apologize if it's warranted, and show you understand how they feel.

Sign your reply with your name or initials, so it reads like a person, and not a template.

Reply promptly. A fast reply shows you take feedback seriously.

And invite them to reach you directly, by phone or email, to sort it out. Google notes that a positive reply and a real follow-up may encourage the customer to update their review.

Here's an example. The review says: "Waited forty minutes past my appointment. Nobody told me why." A good reply: "You're right, and I'm sorry. A forty-minute wait with no explanation isn't okay. We were short-staffed that day, and we should have told you. I'd like to make this right. Please call me directly at the shop. Mike, owner."

Notice what that reply does. It owns the mistake, gives a reason without making excuses, and moves the conversation offline.

Two warnings.

First, never offer anything in exchange for changing or removing a review. No discount, no freebie, no "I'll take twenty percent off if you update your rating." Google treats offering incentives to post, change, or remove reviews as fake engagement, and it's strictly prohibited.

Second, if a review is fake, or breaks Google's rules, don't argue about it in your reply. Flag it. Google has a process for reporting reviews that violate its content policies.

Quick recap. Reply when you have something real to say. Keep it short. Never get personal. Own what's yours, and take hard conversations offline.

Here's the catch. You can only reply to a bad review if you know it's there. So Meritly built free Google review monitoring. Once a month, you get one email with your new reviews, any rating changes, and every one-to-three-star review that still needs a reply. It's free, no credit card, and you can unsubscribe with one click. The link is in the description.

I'm Grant. Go answer those reviews.