Before responding to any review
- Read the full review carefully before drafting a response
- If it's negative, wait until you're not feeling defensive to respond
- Check whether this is a repeat concern from other reviews (a pattern worth addressing operationally, not just in your reply)
For positive reviews
- Reference something specific the reviewer mentioned
- Use their name if available and appropriate
- Keep it genuine — avoid a copy-pasted identical response across every review
For negative reviews
- Acknowledge the concern without being defensive
- Avoid arguing or disputing details publicly
- Invite them to continue the conversation privately (phone/email)
- Keep the tone calm and professional throughout
Before you hit submit
- Re-read your response as if you were a prospective client, not the business owner
- Confirm you haven't shared any private client details
- Confirm the tone is one you'd be comfortable with anyone reading
For the reasoning behind each of these, see our Reputation Management Guide and How to Respond to a One-Star Review.