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Any business with reviews

Every review deserves an answer.

Ten minutes a week, once a week, and every review on your listing has a proper reply under it. That's the whole commitment.

Write a reply

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Danielle W.
"Waited three weeks for a part and had to keep chasing for updates. Work itself was fine but the communication was poor."

Your reply

Thanks for being straight with us, Danielle ; you're right, we should have kept you updated rather than leaving you to chase. Glad the work itself was up to scratch. We've changed how we handle parts delays because of this. Give us a ring on 01234 567890 if there's anything outstanding.

From a hard review to a good reply

The problem

The reply matters more than the review.

Anyone reading your reviews is really asking one question; what are these people like to deal with? A warm reply to a good review answers it. A calm, fair reply to a bad one answers it even better.

Most owners know this. They just don't reply, because sitting down to write something to an unhappy customer at nine at night is the last thing anyone wants to do.

What you get

  • A draft you can actually send; In your tone, not corporate boilerplate.
  • Help with the difficult ones; Calm, fair, and not defensive.
  • Edit before you post; It's a starting point, never the final word.

Where to use it

Getting replies right.

  1. Reply to the good ones too

    Most businesses only answer complaints, which reads oddly.

    1. Keep it short and specific. Mention what they came in for.
    2. Use their name.
    3. Don't paste the same line under every review; readers notice.

  2. For a bad review, wait an hour

    The first draft in your head is never the one to send.

    1. Thank them for the feedback, plainly.
    2. Answer the specific point without arguing the detail in public.
    3. Move it offline; "Give us a ring and we'll put it right."

  3. Set a weekly slot

    Ten minutes, same time each week.

    1. Check for new reviews once a week rather than daily.
    2. Clear them in one sitting.

Common mistakes

  • Arguing the detail in public. Even when you're right, onlookers read defensiveness rather than fact. Acknowledge, then move it offline.
  • Identical replies under every review. It's visible, and it undoes the point of replying at all.
  • Only replying to the bad ones. It makes your listing look like a complaints log.
  • Leaving it months. A reply eight months later reads worse than no reply.

What to expect

This doesn't change your rating. What it changes is what someone thinks while reading it, and a good reply under a bad review has talked more people round than most owners realise.

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