Your replies are read by future customers deciding whether to trust you. A thoughtful response shows you care, even when the review is not perfect.
Replying to positive reviews
- Thank them by name.
- Mention something specific they said.
- Keep it short and genuine, and avoid copy-paste replies.
Example: “Thanks Sam, we really enjoyed looking after your kitchen reno and are glad you love the result. See you next time.”
Replying to negative reviews
- Breathe, then respond within a day or two. Do not reply angry.
- Apologise for their experience without arguing the details in public.
- Offer to fix it offline. Give a phone number or email.
- Stay calm and professional. Other readers are judging your tone.
Example: “We are sorry the service did not meet your expectations. We would like to put this right. Please call us on [number] so we can look into it.”
Unfair or fake reviews
Reply politely and factually if it is a genuine customer with a different view. If a review breaks Google’s policies, you can flag it for removal through your Business Profile. Do not retaliate.
Why replies matter
They show you are active, and they give you a chance to reinforce what you do well. Replies also let you naturally mention your services and location. For the bigger picture read how reviews support local SEO.
A quick routine
Set a fixed time each week to read and reply to new reviews so none are missed.
More reviews means more to reply to. See the Google Review Card NFC – one tap opens your review page, free delivery Australia-wide, no monthly fees.