How Should I Respond to Google Reviews?
Replying to your Google reviews isn’t just good customer service; it can improve your local ranking and help turn future visitors into paying customers. Whether the feedback is glowing or critical, your response says a lot about how your business operates.
Here are some best practices for replying to Google Reviews and keeping your customers happy!
Keep It Personal – Mention the client' sname if possible, and refer to their service or something they mentioned in the review. For example, "Hey, Jim! We're so happy to hear you love your new wood fence, and we're glad your dog thinks the new backyard is great! Thanks for the review!"
Say Thank You – Let the customer know you appreciate their time and feedback, even if it's not 100% positive.
Maintain a Consistent Voice – This is the best way to reinforce your brand image, so make sure anyone who answers Google Reviews follows the same practices.
Invite Future Business — Gently encourage more business by saying you'd love to work with them together again, or you're always happy to answer questions or offer advice on caring for their new fence.
Example:
Thanks so much, Jenna! We’re glad you love your new privacy fence. Our crew had a great time working on your project, let us know if you ever need anything else!
Why Replying to Google Reviews Matters
Responding to reviews shows Google that you're active and engaged with your customers. It can also improve your "responsiveness" score on your Google Business Profile, boosting your local search visibility. More people seeing your profile = more possible leads.
Replying to reviews also shows customers you care and that they're not "just a number." It can also encourage future business by showing leads that you take the time to reply to the people who choose your fence company.
Reviews also help boost your online presence through natural keywords, which may help improve your overall ranking.
How to Handle Negative Reviews — Without Hurting Your Business
Negative reviews happen, even to the best fence companies. It’s tempting to defend yourself, but resist the urge to argue. The goal is to protect your reputation and show future customers you handle issues professionally.
Here are some tips to help you handle negative reviews:
- Stay calm and polite – Even if the review is unfair or rude.
- Acknowledge the complaint – Show you’re listening.
- Don’t share private details – Keep it general, and avoid naming staff or specific job info.
- Offer a resolution – Invite them to call or email so you can work it out offline.
- Don’t take the bait – Never argue, accuse, or get sarcastic, it only reflects badly on you.
Example:
"We're sorry to hear you had a frustrating experience, Kevin. That’s definitely not the standard we aim for. We’d love the chance to make it right, please call our office so we can discuss the situation and find a solution."
Best Practices
- Respond to every review, positive, neutral, or negative
- Reply within a few days if possible
- Keep replies short, respectful, and brand-friendly
- Avoid copying and pasting the same message each time
Think of replying to Google Reviews as another part of your customer service. It's just one more way you can show your clients you care.
Get more expert Google advice from the DotCom Knowledge Base!