How to reply to Google reviews, good and bad

Replying to good reviews

Keep it short, warm and personal. Use their name, mention something specific they said and invite them back.

“Thank you, Ana! So glad you loved the tres leches. See you next time.”

Replying to bad reviews

1. Wait until you’re calm. Never reply angry.
2. Thank them and acknowledge the problem without arguing.
3. Say briefly what you’re doing about it.
4. Offer to continue the conversation privately by phone or email.

“Thank you for telling us, Marco. We’re sorry your order took so long on Saturday. We’ve added help on weekends. Please call us so we can make it right.”

A few simple rules

• Reply in the language the customer used.
• Try to reply within a couple of days.
• Never share private details about the customer.
• Don’t copy and paste the same reply every time.
• Don’t offer discounts or gifts in exchange for reviews. Google’s policies don’t allow it.