Most customers read reviews before visiting a business or making an enquiry. They also read how the business responds. A professional reply can turn a negative review into a sign of good service.
Replying to positive reviews
- Thank the customer by name if they used it.
- Mention the specific service or product where appropriate.
- Keep it short and genuine; avoid copy-paste replies.
Replying to negative reviews
- Respond calmly and promptly.
- Acknowledge their experience without arguing.
- Apologise for any genuine issue.
- Offer a way to resolve it offline — email or a direct number.
- Follow up and fix the problem.
Never reveal private customer details in a reply.
Fake or abusive reviews
If a review breaks Google's policies — spam, conflicts of interest, offensive content — you can report it. Google decides whether to remove it. Meanwhile, a calm reply helps readers see your side.
Earning more genuine reviews
- Ask at the right moment: after delivery, service completion or a positive interaction.
- Share a direct review link via WhatsApp or SMS.
- Make it easy with a QR code at your counter.
- Never offer discounts or gifts in exchange for reviews, and never post fake reviews.
Monitor regularly
Set up alerts for new reviews across Google, JustDial and other platforms so you can respond quickly.
FAQs
Do review replies help rankings?
Active engagement with reviews is considered a good practice for local visibility and clearly helps conversion.
Can we delete negative reviews?
Businesses cannot delete reviews; you can only report policy violations.
How quickly should we reply?
Ideally within a day or two.
