Top Tips on How to Respond to Google Reviews (Positive & Negative)

89% of people expect businesses to respond to their reviews. A glowing five-star rating can make a business owner happy, while a harsh one-star critique does not go well with most of us.

As a local business owner, you should not ignore responding to reviews, whether positive or negative. Timely responses to client reviews help you build a meaningful connection with your audience. 

In this article, I will discuss the best tips to respond to good and bad reviews. I will also share real-world business review examples covering both positive and negative client reviews and how businesses respond to them.

Why are Google Reviews Such a Big Deal for Local SEO?

Google 5-star ratings are great for local search engine optimization. The local ranking algorithm used by Google leverages three primary factors:

• Relevance
• Distance
• Prominence

Reviews directly impact prominence, meaning that the more positive reviews you have, the higher your business can rank in local organic search results and maps.

Here are the most powerful advantages offered by Google reviews:

Offers a Big Credibility Boost

Unbiased and verified feedback helps potential customers learn about the quality of your products or services. Reviews act as social proof, proving that your business is reliable.

When people see numerous positive reviews, they feel reassured. High star ratings and honest reviews help people verify that your previous customers had great experiences and expect the same.

On the other hand, a business with few or no reviews appears suspicious. People hesitate to be the first to try something untested.

Improves Click-Through-Rates

Google Reviews don’t just improve visibility, they also impact the click-through rate (CTR) of your business listing. 

When users see a company with multiple 5-star ratings, they are more likely to click on it than a competitor with lower-rated reviews.

According to studies, 70% of people use rating filters, and businesses with a 4-star rating or higher get more than double the number of clicks compared to those with lower ratings.

Leads to Higher Local SEO Rankings

Would you click on a business with a 4.8-star rating or one with 3.2 stars? Most people would choose the higher-rated option. 

A higher CTR signals Google that your business is valuable, leading to higher rankings.

Moreover, online reviews are a part of Google’s 200 ranking factors. Hence, businesses with more positive reviews often show up higher on Google Maps and local search queries.

Reviews with visuals like photos and videos are displayed at the top and significantly impacts your business credibility. Also, review recency is a ranking factor and newly added reviews about a business impacts its local rankings.

The more interactive and reputable your business appears, the higher your chances of showing up in the “local 3-pack”. When your replies include keywords naturally, like your business name, services, or location, it can reinforce your relevance for those terms.

For example, a reply like, “Thanks for visiting our bakery in downtown Austin!” helps Google associate your business with that location and service.

Why Should You Respond to Google Reviews?

Personalized and balanced review responses build lasting client relationships and a stronger brand reputation.

When you reply to a review, you are not just talking to the reviewer, but you are speaking to every potential customer who reads it later. It shows that your business is attentive, trustworthy, and engaging.

Here are the top reasons why reviews matter for your online business reputation:

Boosts Long-Term Trust with Customers

Trust doesn’t happen overnight. In a digital-first world, your responses to Google reviews act as public proof of how much you care.

Consumers are smart, they look at not just what people are saying but how you handle the feedback. That’s why replying to reviews (especially consistently) is vital for long-term relationship building.

Think of review responses like part of your regular customer care.

If you only reply once in a while, it can look like you’re not paying attention. But when you respond consistently it shows Google and your customers that you’re active and involved.

- Kathryn Schwab, Founder and Lead Web Designer at Make It Count Creative Solutions LLC

Responding to reviews humanizes your brand. It turns your business from a faceless entity into a real team that listens and responds.

When potential customers see this level of care, they feel more confident choosing you over competitors. It also shows accountability. If someone leaves a complaint, your public response offers a chance to make things right and impress other readers in the process.

On the flip side, not replying can hurt you.

People might assume you don’t care or that you're not paying attention. Silence can be interpreted as negligence, which is especially damaging in highly competitive industries. Hence, you should always reply to every review, whether it’s positive, neutral, or negative. 

Strengthens Brand-Consumer Relationship Building

Relationship-building is key in an era where consumers value transparency, authenticity, and emotional connection over flashy ads. Each response is a moment of connection.

When someone takes the time to leave feedback (positive or not), they open a dialogue. How you respond either builds that bridge or burns it.

Recent research shows that replying to online reviews really matters — not just for reputation, but for a company’s future financial performance. What is surprising is that replying to positive reviews can have even more impact than responding to negative ones. 

From my own research, I’ve also found that these replies are helpful not just for the reviewer, but for future customers. People don’t just look at the product anymore — they look at how the company responds, and whether it seems trustworthy. So my advice? Reply to all reviews. Make it personal. It goes a long way.

- Magda Marchowska-Raza, Assistant Professor of Marketing and Management at North Dakota State University

Public responses also show future customers what kind of service they can expect. Make sure every negative review gets a response and each reply should reflect your brand’s tone and values. Avoid copy-pasting replies as it weakens sincerity. 

Also, don’t just respond to critics. Thank your positive reviewers too to reinforce a culture of appreciation, which customers deeply respect.

Top Tips on How to Respond to Positive Google Reviews

When you reply to reviews, you post publicly as your business. Replies may not appear across Google immediately. However, reviewers will get a notification when you reply to their review. 

After they have a chance to read your reply, they can update their review.

As a business owner, you should always respond to each reviewer publicly with patience. Here are some top tips to read and reply to reviews on Google:

1. Personalize Your Response

Customers appreciate personalized feedback, appreciation, and solutions. They expect businesses to treat them as individuals and not robots. 

Hence, you should include the customer’s name in your response to make it genuine.

Avoid posting generic review responses like:

“Thanks for your feedback! We appreciate your support.”

You should reference specific details and mention the reviewer’s name to make your comment personal and engaging.

Take the time to fully understand your customer’s emotions and then share a personalized reply like:

“Thank you for such a thoughtful review, Sarah! We’re so glad you enjoyed your experience. We appreciate your support and hope to see you again soon!”

Here is an example of a great review response from the owner of Scrubs Cleaning, where he thanks the customer and also suggests how the customer’s feedback helps them improve their service:

2. Thank the Reviewer or Customer

If you don’t thank the reviewer, they might stop giving feedback in the future.

Expressing gratitude is a small act with a big impact. A genuine thank-you message can turn a neutral customer into a loyal advocate.

Also, customers can tell when a thank-you message is forced or automated. Hence, you should always craft personalized and well-written thank you responses to stand out and make a difference. 

Here is an example of an excellent review response from the owner of Uptown Motors that is satisfying for the customer to read and helpful for other customers:

You should also strike the right balance between professionalism and warmth when thanking your customers. A response that’s too formal may feel distant, while an overly casual one might not convey enough appreciation.

3. Invite them Back

Encourage customers to come back to your shop to generate repeat business. 

Instead of ending with just “Thank you for your glowing review!”, try something like:

“Thank you Marlena for sharing your delightful experience and high recommendation! We have added some delicious new dishes to our menu that we can't wait for you to try. Happy to see you soon.”

Examples of Positive Review Responses

Good review responses should be timely, personalized, authentic, and respectful. You should be polite, patient, and use a professional tone. Here are some satisfied customer review examples: 

General Positive Review Response

When your customers appreciate your business and leave a nice review, you should promptly thank the customer.

Here is an example of a positive Google review:

"Thank you so much for your kind words, Suzzane! We’re thrilled to hear that you had a great experience. Your support means the world to us, and we can’t wait to serve you again!"

Also, here is a real Google review example from one of the customers of 787 Coffee:

Why It Works? This response acknowledges the customer’s review, expresses gratitude, and conveys excitement about their future visit. It keeps the tone warm and inviting, making the customer feel valued.

Review Praising Customer Service

Sometimes customers praise your customer service for promptness in service delivery and engaging support. Here is an example of a review response for a customer praising your customer support:

“Wow, thank you so much for the detailed review. We’re so grateful to have you as a part of our community. Your words of appreciation help us to serve you better. Looking forward to having you visit us again. Love the photos also :)“

Here is a real-world example of the owner response of HBNY Plumbing and Heating for a review praising their service:

Why It Works? This response highlights the business’s commitment to great service and shows that positive feedback motivates the team. It reinforces the value of excellent customer care.

Review Highlighting a Product

When customers review your product, you should respond with appreciation and personal insights. Here is an example of a product review response: 

"Thank you, David! We love hearing how much you enjoyed [product name]. We put a lot of effort into making it the best it can be, and we’re delighted that it met your expectations!"

And, here is an example of an actual review shared by a customer of City Smart Systems and how the owner responded with a polite and detailed response:

Why It Works? By emphasizing the effort put into the product, this response strengthens brand trust. It also encourages potential customers reading the review to consider trying the product.

Review from a Loyal Customer

Your loyal customers are your greatest assets. Therefore, it is important for you to respond to their reviews regularly. Here is an example response you can share with your loyal customers:

"Wow, Laura, your continued support means everything to us! We appreciate your loyalty and are so grateful to have customers like you. Looking forward to your next visit!"

Here is a real-world example of a review response from the owner of The Christmas Light Pros, where he thanks the loyal customers and also shares his experience of how he used the customer’s house photos to attract new customers:

Why It Works? Loyal customers are valuable, and this response makes them feel appreciated. You should always recognize their ongoing support of your regular customers to create an emotional connection with them.

How to Respond to Negative Google Reviews

The goal of responding to negative Google reviews isn’t to "win" the argument.  

You should be patient, polite, and respectful when replying to responses. 

Here are the best ways to respond to negative Google reviews: 

1. Stay Calm and Professional

It’s natural to feel defensive when someone criticizes your business online. However, you should respond with grace and confidence. 

Show to your customers that you are level-headed and open to feedback.

Avoid typing out a heated response immediately. Emotional replies escalate the situation rather than resolve it. Use a tone that’s courteous, professional, and respectful. 

Here is a great example of a review response from LA City Cars, which shows how you can handle a negative review professionally: 

One major benefit of keeping calm is how it affects your online reputation. When others see you handling criticism with dignity, they are more likely to trust you. It shows integrity and customer-centric values, which are huge trust-builders.

However, staying calm doesn’t mean being robotic. 

Sounding overly scripted or corporate can come off as insincere. Also, avoid over-apologizing or promising things you can’t deliver. Stay within what’s reasonable and true to your brand policy.

2. Apologize and Acknowledge their Concerns

A genuine and well-worded apology can diffuse tension, build trust, and even turn a critic into a supporter. 45% of people are willing to update or remove a negative review if the business responds properly. 

When apologizing, you should not admit total fault if you believe the reviewer is wrong. 

The goal is to recognize their overall experience and how they felt about your business. The moment you validate your client’s frustration, you lower their emotional walls.

You should also combine your apology with a specific reference to the issue they raised. 

Generic apologies like: 

“Sorry for the inconvenience” can feel cold. 

You should be more human and accountable, such as: 

“I’m sorry to hear that your order arrived late and didn’t meet expectations. That’s not the standard we aim for.” 

Here is an example of a review reply from the owner of The Vortex Bar and Grill, where the owner apologizes and helps the reviewer resolve the issue by contacting them directly: 

3. Offer a Solution

You should always offer a solution to your customers because it shows that you care enough to make things right. 

A thoughtful, reasonable resolution is more valuable than a flashy one. For example, you can offer a refund, a discount, a redo of the service, or simply a promise to improve based on their feedback. 

Customize your solution to the situation and be specific. For example, instead of saying:

“We’ll look into it,” 

You can say:

“We’ve already spoken with our delivery team to prevent delays like this going forward.”

83% of people are more loyal to businesses that respond to and resolve their complaints.

Avoid making empty promises. Also, don’t offer something you can't consistently deliver across similar situations, as this might backfire later.

4. Take the Conversation Offline if Needed

Sometimes, continuing a conversation publicly isn’t the best move. If the issue is sensitive, complex, or escalating, you should shift the dialogue to a private channel. 

When a reviewer is angry or making serious accusations, you should promptly offer an initial response and invite them to contact you directly. You can say something like:

“We’d love to discuss this further and make things right. Please email us at [your contact info] or call us directly.”

Here is an example of how Citywide Plumbing Corp handled a negative review with professionalism and grace and invited the reviewer for a direct conversation to solve the matter:

When you give your customer a direct line for conversation, it prevents unnecessary drama that could discourage potential customers. People watching are more likely to trust a brand that calmly redirects a heated conversation with grace and clarity.

It is also important to respond promptly when they reach out. If you leave them hanging after asking to talk offline, it can make the situation worse.

Offline conversations allow you to explain more details, verify facts, or even offer a one-on-one solution without turning the review section into a battleground. 

Best Practices for Responding to Google Reviews

How you respond to Google reviews is just as important as getting them. Businesses that actively respond to reviews are 1.7x more likely to be considered reputable. 

Replying in the right way is important. It does not matter if your business receives a compliment or a complaint, your timely response is important to shape your brand image. 

Here are the best practices for responding to Google reviews: 

Respond Quickly

Quick responses show that you value client feedback, while ignoring reviews for days or weeks makes your firm look inattentive.

A fast reply also helps to mitigate damage from negative reviews. Whether good or bad, a response like:

“We appreciate your feedback and are happy we could assist with your case” goes a long way.

If a client has a complaint, responding quickly can show potential clients that you take concerns seriously and strive to resolve issues.

You can use tools like Google My Business notifications or the our Google Review Management Software for effective review management. 

Local Ranking pulls Google Reviews from all your accounts and displays them in one dashboard to identify and tackle review priorities in a timely manner.

Keep Responses Concise and Professional

Long, rambling responses dilute your message and make it seem like you are over-explaining. Most clients will appreciate a direct and courteous reply rather than unnecessary details.

Clear, concise, authentic, and professional responses are more effective in maintaining credibility and building trust. Avoid slang or overly casual language. Even in a friendly response, you should always maintain professionalism.

Try to Use Keywords Naturally

Google uses review responses as part of its ranking algorithm. You should try and include keywords relevant to your business niche to ensure your company becomes more relevant for local searches. 

However, keyword stuffing can make responses look robotic and harm your credibility. So, make sure your responses feel like real responses, not keyword-stuffed advertisements.

Review responses should be positive in sentiment and mirror the product/service mentioned in the review. You want to do this as words matter for Google and for users.

- Ben Poulton, SEO Consultant & Founder at Intellar

For example, you can include your business location and major category in your answer casually. Instead of saying:

"Thanks for visiting us!" 

You can say:

"We appreciate you stopping by our Seattle coffee shop!"

Mention your services. When responding, include the specific product or service you provided.

Think about a phrase someone might Google when looking for what you offer. Adding them naturally into your response can help your profile appear more often in local searches.

- Matthew Wilcox, Digital Marketing Strategist at The SMB Strategist

Avoid Generic Copy-Paste Replies

Use personalized and unique replies to make a huge difference. Customers nowadays are very sharp and can tell when a business uses the same copy-paste response for every review.

Authenticity builds trust. Businesses with personalized review responses receive more engagement and better customer retention.

For instance, you can address the reviewer by name, saying:

“Thanks, Emily! We’re so happy you enjoyed your experience.” 

Such a reply feels much more personal than writing:

“Thanks for your review.”

You should also acknowledge specific details. For example, if a customer mentions loving your handmade candles, you can reply like:

“We’re so glad you loved our hand-poured lavender candles! They’re one of our favorites too.”

Also, make sure to vary your responses and avoid responding to every review with “Thanks for your support!”

You can mix it up with phrases like: 

• “We appreciate your kind words”
• “We’re thrilled you had a great experience!” 
• “Your feedback means the world to us”

Conclusion

Google reviews (whether positive or negative) appear within your Google Business Profile. Your potential customers specifically look for honest reviews before they decide to visit or buy from your business.

Responding to customer feedback in a timely and professional manner makes your business more trustworthy and customer-focussed. High-quality 5-star reviews even helps to boost your local search rankings.

Drafting an appropriate reply for positive and negative reviews is important. Avoid cookie-cutter apologies and generic thank-you messages. Craft personalized replies providing more context to the discussion and offer sincere apologies and solutions to negative comments whenever required.