The basics
- Reply to every review you can, ideally within a few days.
- Use their first name and mention something specific they said.
- Keep it short. Two to four sentences is plenty.
- Sign off as a real person (“Ngā mihi, Sam”).
- Never share private details, like a booking or a treatment, even if they did.
Replying to a positive review
Specific beats generic. “Thanks for your review!” on every reply looks automated. Mention the dish, the stylist, the room or the occasion.
Thanks so much, Aroha! So glad you loved the lemon slice, it’s Mere’s recipe and she’ll be chuffed. See you next time. Ngā mihi, Sam
Replying to a critical review
- Thank them for the feedback, and mean it.
- Acknowledge the problem without arguing the details in public.
- Say what you’re doing about it, if anything.
- Offer a way to talk it through privately (a phone number or email).
Hi Mark, thanks for letting us know, and I’m sorry the wait was so long on Saturday. We’ve added another barista on weekend mornings. I’d love to hear more, please email me at hello@… Sam
Replying to an unfair or fake review
Stay calm and factual. A short, polite reply (“We can’t find a record of this visit, please get in touch so we can look into it”) reads well to others. If a review breaks Google’s policies, you can report it from your Business Profile.
Keep new reviews coming
Replies work best with a steady stream of new reviews to reply to. A review QR sign at the counter and on your tables makes it one scan for customers to leave one.