A negative review is a public conversation. Future customers read your reply as well as the complaint.
Reply within a day
Speed shows you care. In BrightLocal's 2026 survey, 80% of consumers were likely to use a business that responds to all its reviews, and 42% were unlikely to use one that never replies.
Use the five-step reply
- Thank them for taking the time to write.
- Acknowledge the specific problem in their words.
- Apologise for the experience, without arguing the details.
- Explain the fix you have made or will make.
- Move it offline with a direct contact so you can resolve it properly.
Keep it short and human
Three to five sentences, signed with a real name. Avoid copy-pasted replies. In the same survey, 50% were put off by generic or templated replies.
Follow up
Once resolved, some customers update their rating. Ask politely and never pressure.
Learn from the pattern
Tag reviews by theme each month. Three complaints about the same thing point to a process problem.
Frequently asked questions
Should I delete negative reviews?
You can't delete Google reviews. Flag any that break Google's policies, and reply to the rest. A thoughtful reply shows future customers how you handle problems.
Can AI help write review replies?
Yes. An AI draft in your brand voice saves time, but always read and personalise it before posting.
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