5-star reply
193 charactersThank you, Karen! We know your time matters, so I’m glad we showed up when we said we would. I’ll make sure Mike sees this. We’re here whenever you need us. Luis, owner, Ridgeline Garage Doors
Breathe first. Then reply.
Every review. A calm reply.
Pick the stars and what the customer mentioned. Get a short, specific reply that thanks the good ones and takes the hard ones offline, without the heat.
Kind, short, specific.
A reply worth posting.
Pick the rating and what they mentioned. Get a draft that thanks them by name and addresses the feedback. Check the details before you post it.
Nothing you type is saved or sent. Keep addresses and job details out of public replies.
Your reply
For a 5-star review
Thank them, name what they liked, and keep it short. Ten seconds now is read by every customer who finds the review later.
The same shape, every time.
What a good reply does.
Five moves, tuned to the stars.
- Thank them by first namea person, not a template
- Name what they mentionedproof you read it
- On a hard one, own it without arguingcalm, not defensive
- Take the details offlinea phone call, not a debate
- Sign it with your namethe owner answered
Reply within a day or two
A quick reply tells the next customer reading that someone is paying attention. A late reply to a bad review reads like you only answered because it hurt.
Nothing private on the page
Never post an address, the details of a price dispute, or anything about the job the customer did not say first. Thank them, own it, and take it to the phone.
Short beats thorough
Two to four sentences. The next customer reads your reply as much as this one does, and a long defense reads as an argument.
What it can’t know. The reply is put together from your choices and good practice. Read it before you post it and change anything that is not true or does not sound like you. Nothing you type is saved.
Then ask for the next one.
Ask for reviews after paid jobs.
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Review requests after eligible paid jobs
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Campaigns to past customers
Questions about the review reply writer.
The ones a skeptical owner asks, answered straight.
Should I reply to every review?
Consider replying to both positive and critical reviews. A brief thank-you acknowledges the customer, while a calm response to a complaint gives other readers context. Review the wording before posting.
How do I reply to a review that is not true?
Calmly, briefly and without arguing the details. Say you take it seriously, that you see it differently, and give a number to call. Then report the review to Google if it breaks their rules.
Should I offer a refund in the reply?
No. Offer to talk. Anything you agree to belongs on the phone, not on a public page.
Can I mention the technician by name?
If the customer did, thanking the tech by first name is a nice touch. Leave names out of replies to complaints.
Is anything I type here saved?
No. The reply is written in your browser and nothing is sent anywhere.
Ask while it’s fresh.
Turn good jobs into good reviews.
Texts from your business number, review links after paid jobs, and campaigns to past customers.
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