velopers
Replying to reviews is one of the easiest things a local business can do, and one of the most often skipped. Every reply is read by the next customer deciding whether to call you.
Customers now expect a fast reply
In BrightLocal’s 2026 survey, 19% of consumers expected a business to reply to their review the same day, up from 6% a year earlier, and 32% expected a reply by the next day, up from 18%. A reply within a day is quickly becoming the standard.
Set up so you never miss one (10 minutes)
- Install the Google Maps app on your phone and sign in with the account that manages your profile.
- Turn on notifications for new reviews in your Business Profile settings.
- Pick a fixed time each day, such as when you finish work, to reply to anything new.
Replying to positive reviews
Keep it short, personal and specific: their first name, the job, a genuine thank-you.
Thanks, Mike! Glad the new deck came out the way you pictured it. Enjoy the summer out there, and give us a shout if you need anything else.
Thank you, Priya! That coating will keep your paint looking like that for years. See you for your first maintenance wash.
Avoid copying the same reply onto every review. Readers notice, and it looks like nobody really read them.
Replying to negative reviews
A calm, helpful reply to a bad review can earn more trust than a perfect rating. You are writing for the next customer as much as the reviewer.
- Wait until you are calm. A reply written angry stays online.
- Thank them and acknowledge the problem, even if you see it differently.
- Keep details private. No addresses, prices or personal information.
- Offer to fix it offline, with your name and a direct way to reach you.
Hi Laura, thank you for telling us, and I’m sorry the job didn’t meet your expectations. That isn’t the standard we aim for. Please call me directly on [number] so I can put it right. – Dan, owner
If you fix the problem, it is fine to ask politely whether they would consider updating their review. Do not pressure them or offer anything in return.
Mistakes that make it worse
- Arguing or blaming the customer in public.
- Sharing details of the job or the customer.
- Ignoring bad reviews and hoping nobody notices.
When can a review be removed?
Google only removes reviews that break its content policies, such as spam, fake reviews, conflicts of interest or offensive content. You can report a review from your profile. Honest negative reviews usually stay, which is why a good reply matters.