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Hi {{first_name|there}},
When you reply to a review, you're not really talking to the reviewer. You're talking to the next person who's deciding whether to come through your door.
A calm, friendly reply, even to a bad review, shows how you treat people. Here's how to do it quickly.
1. Reply to every review
Aim to reply within a couple of days. It tells customers (and the person who wrote it) that someone is paying attention. Short replies are fine.
2. Five-star reviews: thank them and be specific
Use their first name, mention one detail from their review, and invite them back.
"Thanks so much, Sam! We're really glad you enjoyed the flat white and the window seat. See you again soon."
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3. Mixed reviews: thank, acknowledge, fix
Say thank you, agree with what's fair, and name one thing you'll do.
"Thanks for the honest feedback, Priya. You're right that the wait was too long on Saturday. We've added another person to the weekend shift. We'd love the chance to do better next time."
4. One-star reviews: stay calm and take it offline
Don't argue, and don't blame the customer in public.
Never share private details about the customer or the job.
Apologise for the experience without admitting more than you know, and offer a way to talk.
"We're sorry this wasn't the experience you wanted, and we'd like to put it right. Please email us at [your email] so we can look into it properly."
If a review is fake, abusive or about a business that isn't yours, don't fight it in the replies. Use the option on your profile to report it to Google.
5. Don't copy and paste the same reply
Repeating one line everywhere looks automated. Change a few words each time, and use the customer's name and a detail.
From Croydon Local Pulse
Got a review you're proud of? Reply to this email and tell us about it. With your permission, we may share it with Croydon Local Pulse readers, who love backing local businesses.
Your 5-minute challenge this week
Open your profile and reply to your five most recent reviews using the templates above. Put in the name and one detail each time.
If replying to every review sounds like a lot, LocalReviewBoost's Rocket plan includes AI Reply, which helps draft responses for you to check and post.