How to Respond to a Positive Review

How to Sign Into your Google My Business Page and Reply

  1. Sign in to Google My Business https://business.google.com
  2. If you have multiple locations, open the one you’d like to manage.
  3. Click Reviews from the menu or click here https://business.google.com/reviews
    1. (Note that your business needs to be verified in order to respond to reviews.)
  4. Click Respond to respond to a customer review.
  5. Write a response and click Submit.

Tips for responding to reviews

A response allows you to build relationships with customers. Keep in mind that your response is also public. When replying to your customers, keep the following guidelines in mind:

  1. Respond as soon as the review was received or within 5 minutes of it. Responding as quickly as you can shows the individual who left the review your appreciation.
  2. Be nice and don’t get personal. This isn’t just a guideline—it’s also a good idea as a business owner. It’s difficult to win an argument with a frustrated customer, and you want to avoid burning bridges. Keep your responses useful, readable, and courteous. In addition, responses should comply with our local content policy.
  3. Keep it short and sweet. Users are looking for useful and genuine responses, but they can easily be overwhelmed by a long response.
  4. Thank your reviewers. Respond to happy reviewers when you have new or relevant information to share. You don’t need to thank every reviewer publicly since each response reaches lots of customers.
  5. Be a friend, not a salesperson. Your reviewers are already customers, so there’s no need to offer incentives or advertisements. Tell reviewers something new about your business, or share something they might not have learned from their first visit.

Below are some examples

Thank you so much for your kind words, [Name]. We really appreciate you taking the time to share your experience with us, we agree that [employee] is [repeat some of what was posted]. We’re lucky to have clients like you. We look forward to working with you again in the future!

Thanks for the awesome review, [Name]! We work hard to meet expectations like yours, and we’re happy to hear we hit the mark for you. If there’s anything else we can do for you, your family, or people you care about please contact us.

[Name], thank you for the great review! We’re so happy you [repeat what they posted] and can’t wait to work with you again.

I know your time is valuable, and it means a lot that you took the time to share your feedback with us on how we did. It’s been an honor working with you and we’re thrilled you [repeat some of what was posted].

Thank you for the kind words, [Name] We’re so happy this went so smoothly for you. Would you mind sharing with your friends who are landlords too? We’d love to continue providing great service to awesome clients like you. Thanks Again!

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