How to respond to Google reviews, good and bad
Last updated: October 2026
Your replies are read by future customers as much as by the reviewer. A good response is short, specific, and calm.
Replying to positive reviews
Thank them by name, mention something specific, and keep it to two or three sentences. Example: "Thanks, Maria! Glad the new water heater is keeping up with the cold mornings. We appreciate you choosing us."
Replying to negative reviews
Example: "Hi James, I'm sorry the appointment ran late and nobody called ahead. That's not the experience we want. Please reach us at our office line so we can make it right."
- Reply within a day or two, after you've cooled off
- Thank them for the feedback and acknowledge the issue without arguing
- Don't share private details about the customer or the job
- Offer to make it right offline (a phone number or email for your business)
- Keep it short. Long defenses look worse than the original review
Reviews that break the rules
If a review is spam, off-topic, hateful, or from someone who was never a customer, you can report it from your Business Profile. Google removes reviews that violate its policies, not reviews that are simply negative.
The best fix for a bad review
A steady flow of new reviews from your real customers. One bad review stands out among ten; it barely registers among two hundred. That's why asking every customer matters.
Ask every customer, without remembering to
ReviewAsk emails each customer a one-tap Google review link with one follow-up. $39/month, 7-day free trial, no contract.
FAQ
Should I respond to every Google review?
Ideally yes, or at least every negative review and as many positive ones as you can. It signals to customers that you're engaged.
Can I delete a negative Google review?
No, but you can report reviews that violate Google's policies. Otherwise, respond professionally and focus on getting more reviews from happy customers.
Do review responses help SEO?
Google says responding shows customers you value them; the clearer benefit is trust with people reading your profile.