How to reply to a bad Google review
A calm reply to a critical review can win you more trust than a page of five stars. Here's a simple way to write one.
Nobody likes a bad review, and the first instinct is to defend yourself. But your reply isn't really for the person who wrote the review. It's for the next hundred people who read it.
Wait an hour
Never reply while you're annoyed. Read it, step away, and come back when you can read it as a stranger would.
Thank them, and be specific
Start by thanking them for the feedback and show you've read it properly. Mention the actual thing they raised, not a stock phrase.
Say what you'll do
If something went wrong, say sorry and say what you've changed. If you see it differently, say so politely and briefly, without arguing the details in public.
Take it offline
Offer a way to talk directly: a phone number or email address and a name. That shows readers you deal with problems properly.
- Thank them by name
- Mention what they actually said
- Apologise for what went wrong, if it did
- Say what you've changed
- Offer a direct way to talk
We reply to every Google review for our clients, and critical ones always go to the owner to approve first.