Google Reviews

Google Reviews: Responding Effectively to Positive & Negative Review + Example

Online reviews wield influence, both positive and negative, guiding consumer choices. Address negative feedback empathetically, transforming experiences. Acknowledge and appreciate positive reviews, fostering loyalty. Responding to positive reviews builds reputation and rapport. Learn how to respond to positive and negative reviews.

Why Are Google Reviews a Priority to Reply to?

84% of people weigh online reviews the same as they would a recommendation from family or friends.

Understanding the importance of responding to Google reviews can't be overstated. How you handle reviews can make or break your business. These reviews often showcase various aspects of your customer experience, giving potential customers valuable insights into your business.

Is It Possible to Reply to Google Reviews?

Yes, you can! To start responding to reviews, you'll need access your Google My Business profile. Once you log in to your Google account, you'll have the ability to read and RTO reviews on your business listing. It's essential to read your reviews before responding to get the full context.

Essential Elements of a Good Google Review Response

1. Understand the Context

As a business owner, the first step in crafting a stellar review response is to fully comprehend the nature of the customer review. Is it a positive review that showers praises, or a negative review pointing out the bad aspects of your business? Understanding the context helps you respond more precisely.

2. Acknowledge and Address

Both positive and negative reviews should be acknowledged. For a positive review, a simple 'Thank you' can go a long way in showing that you value customer feedback. In the case of a negative review, it's crucial to address the unfavourable experience openly. Acknowledging the issue not only shows transparency but also assures the customer that their feedback is being taken seriously.

3. Be Professional and Personal

Whether the review on Google is good or bad, maintain a professional tone. However, this doesn't mean you can't add a personal touch. Addressing the customer by their first name can add a layer of intimacy that can make your response more effective.

4. Offer Solutions or Next Steps

Especially in the case of negative reviews, offering a solution can turn a bad situation into an opportunity for improvement. This could be anything from a refund, a complimentary service next time, or just a sincere apology with a promise to do better.

5. Celebrate Positive Comments

For positive reviews, highlight and celebrate the positive aspects the customer enjoyed. This not only reaffirms the good but also serves as indirect marketing.

Example for Positive Review

"We're thrilled to hear you enjoyed our service, [Customer's Name]! Your kind words really make our day. Looking forward to serving you again soon!"

By giving priority to these factors when you replyto reviews on your Google business profile, you not only manage your business's online reputation effectively but also demonstrate that you value your customers' opinions, be they positive or negative.

Step-by-Step Guide: How to Respond to Google Reviews from a Desktop

Before diving into the step-by-step process, it's advisable to enable notifications so you're alerted whenever a new review is posted on your Google business profile.

  1. Log In: Navigate to and sign in to your Google business profile.
  2. Access Reviews: Click on the 'Reviews' tab located on the left-hand side menu.
  3. Select Review: Find the business review you wish to respond to.
  4. Reply: Hit the 'Reply' button.
  5. Compose and Post: Craft your review response and then click 'Post Reply'.

That's all there is to it!

How to Reply to Google Reviews From Mobile

It's easy to neglect reviews while you're on the move, risking negative customer experiences. To stay on top of this, you can respond using your mobile device. Here's how:

  1. Log In: Open the Google My Business app and sign in to your account.
  2. Navigate to Reviews: Scroll to the 'Reviews' section on the homepage and tap 'Manage Reviews'.
  3. Choose Review: Locate the review you want to address.
  4. Reply: Click on the 'Reply' option.
  5. Compose and Post: Write your response and tap 'Post Reply'.

8 Types of Google Review Responses: The Good, the Bad, and the Ugly

1. The Silent Treatment: A Missed Opportunity

Ignoring Google reviews can severely damage your reputation. It's crucial to respond to customer reviews in a timely manner.

2. Neglecting the Negatives: A Double-Edged Sword

Responding only to positive Google customer reviews while overlooking the negatives can backfire. Negative reviews provide valuable insights and should be a priority to respond to.

3. Minimalist Approach: Less is Not More

Giving barely-there responses like a simple "Thank you" doesn't cut it. Detailed and personalized replies are more effective.

4. Grammar Matters: First Impressions Last

Poor grammar and spelling in your replies can make your business appear unprofessional. Reviews will help shape your online image, so make sure to spellcheck.

5. The Automated Reply: Lacking the Human Touch

Using automated or robo responses to reviews can come off as insincere and may further upset dissatisfied customers. It's crucial to respond to customer reviews with a personal touch.

6. Over-Enthusiasm: Less is Sometimes More

While enthusiasm is good, overdoing it in your review responses can overwhelm and alienate customers. Balance is key.

7. Missing the SEO Boat: An Overlooked Opportunity

Failing to include SEO keywords in your responses is a missed chance for optimization. Google reviews are important for SEO, and your responses should reflect that.

8. The Expert Touch: The Gold Standard

The best responses are those crafted by experts. They are professional, personalized, and SEO-optimized, enhancing customer engagement and your online reputation.

Mastering the Art of Responding to Positive Google Reviews with Example

1. Acknowledge the Reviewer

Start by thanking the customer for taking the time to leave a review. This shows that you appreciate their positive feedback and the effort they made to share their experience.

2. Be Specific

Refer to specific aspects that the reviewer mentioned in their happy review. This not only personalizes your response but also highlights what your business is doing right.

3. Use Keywords

Incorporate relevant keywords when you respond to reviews on Google. This can help improve your SEO ranking.

4. Invite Them Back

Encourage the reviewer to return and perhaps try other services or products you offer. This not only fosters loyalty but also turns a one-time customer into a repeat one.

6. Sign Off Professionally

End your response to good reviews with a professional sign-off that includes your name or the business name. This adds a personal touch to your response.

Review Response Example - Positive

"Thank you so much for taking the time to leave a positive review! We're thrilled to hear about your experience with our service. Your kind words serve as a testament to our team's hard work. We hope to see you again soon, and would be honored if you choose to share your positive experience with your friends and family.

Guidelines for Replying to Good Google Reviews

1. Timely Response

Always respond to good reviews in a timely manner. Quick acknowledgment shows you value customer feedback and are attentive to their experience.

2. Personalization is Key

Use the reviewer's name and refer to any specific details they mentioned. Personalizing your response to a positive review makes the customer feel valued and heard.

3. Acknowledge and Thank

Begin your response by thanking the customer for taking the time to leave a happy review. Acknowledge their  review and express gratitude for their support.

4. Highlight Strengths

If the reviewer mentions something specific that they liked, highlight it in your response. This not only validates their review but also subtly markets that aspect of your business.

5. Encourage Repeat Business

Invite the reviewer to return and perhaps try other services or products. Encouraging repeat business is a great way to build a loyal customer base.

How to Handle Negative Google Reviews

Screenshot of Negative review

1. Keep Calm and Analyze

Before you even think about responding to a negative review, take a deep breath. Anger or frustration won't help you here. Read the review carefully to understand the customer's concerns.

2. Respond Promptly but Thoughtfully

Time is of the essence, but haste makes waste. A quick response shows you're attentive, but make sure it's well thought out.

3. Acknowledge and Apologize

Even if you think the customer is wrong, acknowledge their experience. A simple "We're sorry you feel this way" can go a long way.

4. Offer Solutions

After acknowledging the issue, offer a way to make it right. Whether it's a refund, a free service, or another form of compensation, make sure it's appropriate to the complaint.

5. Take it Offline

If the issue is complex or sensitive, suggest taking the conversation offline. Provide a contact email or phone number where they can reach you to discuss further.

6. Keep it Professional

Remember, your response is public. Keep it professional and avoid any language that could be seen as confrontational or disrespectful.

7. Learn and Improve

Use the feedback from the negative review to improve your services. After all, a complaint is just a suggestion in disguise.

8. Monitor and Follow-up

After you've posted your response, keep an eye on the situation. If the customer updates their review or adds more comments, be prepared to engage further.

Review Response Example - Negative

Thank you for bringing this to our attention, [Customer's Name]. We're genuinely sorry to hear that your experience with us didn't meet your expectations. We understand how disappointing that must be for you.

We'd like to make things right. Would you be open to discussing this further offline? We want to understand the specifics of what went wrong so we can prevent it from happening in the future. Please reach out to us at [Your Contact Email] or [Your Contact Phone Number].

Your feedback is invaluable to us, and we're committed to using it to improve our services. We hope to have the opportunity to serve you better in the future.

Best Practices for Negative Reviews

1. Don't Ignore It

Ignoring a negative review is like ignoring a leaky faucet; it won't fix itself and will likely get worse. Address it head-on to show you're committed to customer satisfaction.

2. Respond Quickly

A swift response shows you're on top of things and care about customer feedback. However, don't sacrifice quality for speed; take the time to craft a thoughtful reply.

3. Be Professional and Polite

No matter how unjustified you think the review is, maintain a professional tone. A rude or defensive response can do more damage than the original review.

4. Apologize and Acknowledge

Even if you disagree with the review, apologize for the customer's poor experience. Acknowledging their feelings can go a long way in diffusing a tense situation.

5. Offer Solutions

After apologizing, offer a concrete solution to resolve the issue. This could be a refund, a replacement, or some other form of compensation.

6. Take the Conversation Offline

For complex or sensitive issues, it's often best to take the conversation offline. Provide a direct line of communication like an email or phone number.

7. Keep it Short and Sweet

Long-winded responses can come off as defensive or insincere. Keep your reply concise and to the point.

8. Use the Feedback

Every review is an opportunity for growth. Use the feedback to identify areas for improvement in your product or service.

How to Deal with Fake Reviews on Your Google Business Profile

1. Identify the Fake

First things first, make sure the review is genuinely fake. Sometimes a negative review may come from a customer you don't recall or from an incident that wasn't brought to your attention.

2. Report and Flag

Most review platforms have a mechanism for reporting fraudulent reviews. Use it. Provide any evidence you have to support your claim that the review is fake.

3. Respond Professionally

While you're waiting for the review platform to take action, it's often a good idea to respond to the review. Keep it professional and neutral. State that you have no record of the customer's experience and that you're committed to resolving any genuine issues.

4. Gather Evidence

If possible, gather evidence that proves the review is fake. This could be records showing no purchase was made by the reviewer, or evidence that contradicts their claims.

5. Contact the Review Platform

Some platforms allow you to contact them directly about fraudulent reviews. If the review isn't removed automatically when you flag it, reach out to the platform's support team with your evidence.

How to Respond to Google Reviews with Freshreview

Freshreview's AI-Generated Response feature revolutionizes the way businesses manage their online reputation. Utilizing advanced Natural Language Processing (NLP) and sentiment analysis, the system comprehends the emotional tone and context of each review, whether it's positive, negative, or neutral. Then, generative AI crafts a unique, tailored response that aligns perfectly with the sentiment and content of the review, all while adhering to best practices for customer engagement.

The result is a ready-to-use, pitch-perfect response that can be posted directly from the Freshreview dashboard to Google Reviews. This not only saves time but also ensures a consistent and professional approach to customer engagement. With Freshreview's AI capabilities, businesses can effortlessly maintain a strong online reputation, one perfectly crafted response at a time.


Navigating the world of Google reviews may seem daunting, but it doesn't have to be. As we've explored, the ability to respond thoughtfully to both good and bad reviews is not just a nice-to-have; it's essential for the health and growth of your business. With the right approach, even a negative or positive review can be turned into an opportunity for improvement and customer engagement. We've provided you with examples of how to respond, tips for using Google Maps, and strategies to monitor and respond to what people are saying about your business. Remember, your replies to Google reviews are a direct reflection of your customer service. Make them count. Armed with this knowledge, you're now better equipped to manage your business's online reputation.

Content Strategist
March 28, 2023

Frequently Asked Questions

1. What is Freshreview, and how does it work?

Freshreview is a cutting-edge software-as-a-service solution designed to facilitate the efficient gathering and management of customer reviews for businesses. It provides organizations with features to review collection, monitor, and display widgets.

2. How can Freshreview improve customer engagement?

 Freshreview provides insights into customer sentiment from online reviews and helps you make informed business decisions. 

3. Does Freshreview provides entirely White- label solutions?

We offer fully customizable White-label solutions tailored to your unique needs. Whether you're a startup building your brand or an established business expanding your product portfolio, our solutions provide flexible scalability. Partner with us to access cutting-edge solutions that align perfectly with your brand's vision.

4. What support options are available if I need help?

Freshreview provides multiple support options for its users. You can reach out to our support team through live chat on our app and set up a meeting. We ensure that most support requests are answered quickly, and new features are added continuously. 

Ready to see Freshreview in Action?

Start your free trial

Free 14-day trial

No credit card required

Cancel anytime