How to respond to a negative Google review (with examples)
Your reply isn’t really for the unhappy customer. It is for the next hundred people reading it before they call.
The four-part reply
- Thank them for the feedback.
- Acknowledge the experience without arguing.
- State facts briefly, only if something is wrong.
- Take it offline with a name and direct number.
Example
"Thanks for letting us know, Pat. I’m sorry the crew arrived later than promised; that’s not the standard we hold ourselves to. I’d like to make this right. Please call me directly at [number]. – Jordan, owner"
Never
- Argue or blame the customer.
- Share job details, addresses or prices.
- Copy-paste the same reply on every review.
- Offer something in return for removing the review.
When you can ask Google to remove it
Flag it if it breaks policy: fake, spam, off-topic, hateful, or from a competitor or ex-employee. Use the review management tool to track the request.
Bad reviews burying the good ones?
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Sources
- Manage customer reviews, Google
- Prohibited & restricted content, Google
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