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How to Reply to Google Reviews (with examples for trades)

Replies to your Google reviews are public. Future customers read them to judge how you'd treat them. Here's a simple way to do it well in under two minutes each.

Where to reply

Sign in to the Google account that owns or manages your Business Profile. Search your business name on Google or open Google Maps, choose Reviews, and tap Reply under the review. Owners and managers can reply; your reply shows as "Response from the owner."

The 4-part reply for positive reviews

1. Thank them by first name.
2. Mention something specific from their review (the job, the town, the speed).
3. Keep it short: 2 to 3 sentences.
4. Invite them back without a sales pitch.

Example: "Thanks, Dana! Glad we could get your AC running again before the heat wave. We appreciate you calling us and we're here whenever you need us."

How to reply to a negative review

1. Stay calm and don't argue in public. Wait an hour if you're angry.
2. Thank them and acknowledge the problem without admitting things that aren't true.
3. Never share private details such as their address, invoice amounts, or job history.
4. Take it offline with a phone number or email.

Example: "Hi Chris, thanks for the feedback, and I'm sorry the job didn't meet your expectations. That's not the experience we want for anyone. Please call me directly at the shop so I can look into this and make it right."

Reviews with no text (stars only)

A short thank-you is fine: "Thanks for the 5 stars, Pat! We appreciate your business."

What not to do

• Don't copy and paste the same reply on every review. It reads as fake.
• Don't offer refunds or discounts in exchange for changing a review.
• Don't flag honest negative reviews to get them removed. Google only removes reviews that break its policies (spam, off-topic, conflicts of interest, and so on).
• Don't stuff keywords like "best plumber Suffolk County" into replies.

How fast should you reply?

Within a few days is a good habit. Consistency matters more than speed: a profile where every review has a thoughtful reply looks cared for.

Want help doing this every week? Join the PresenceOK pilot. We draft replies, you text OK.