Read and reply to reviews

Business owner responses help you build relationships with customers, but they’re also public. When you reply to your customers, keep these guidelines in mind:

• 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 leave a positive impression. Keep your responses useful, readable and courteous. In addition, responses should comply with our local content policy.
• Keep it short and sweet. Users are looking for useful and genuine responses, but they can easily be overwhelmed by a long response.
• 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.
• 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 that they might not have learned from their first visit.

Negative reviews are not necessarily a sign of bad business practices. For example, the customer may have had mismatched expectations. Reviews can also help identify points on how to improve future customer experiences.

• Do not share personal data of the reviewer or attack them personally. This includes on Maps, on other services or in the real world. Instead, suggest that they contact you personally through Google My Business Messaging, or by email or phone, to resolve the issue. A positive post-review interaction and your reply shows prospective shoppers that you really care and often leads the customer to update their original review.
• Investigate the reasons behind the reviewer’s negative impression of the business. Check your records for the reviewer and their experience with your business.
• Be honest. Acknowledge mistakes that were made, but don’t take responsibility for things that are out of your control. Explain what you can and can't do in the situation. Show how you can make uncontrollable issues actionable. For example: Bad weather caused you to cancel an event, but you monitor the weather and provide advance cancellation warnings when possible.
• Apologise when appropriate. It’s best to say something that demonstrates compassion and empathy.
• Show that you’re a real person by signing off with your name or initials. This helps you come across as more authentic.
• Don't lash out. Be polite and professional, just as you would be face to face.
• Respond in a timely manner. Doing so shows that you pay attention to your customer’s experience. You can use the Google My Business app to reply promptly.