How to make a template sound like you
- Replace every [bracket] with the real detail: the customer's first name as it shows on the review, the device, dish or service they mention, and your own name. A reply that names the job reads as written by a person.
- Keep it short. Two or three sentences for a good review; for a bad one, apologise once, offer a concrete next step, and take the details offline.
- Do not paste customer details. No phone numbers of customers, order numbers or health details in a public reply.
- Answer the review that was written. If the customer mentions a person, a wait or a price, say something about exactly that; a reply that ignores it reads as automatic.
- Never offer anything for a review — no discounts for five stars. Google does not allow it, and a reply that hints at it can be removed.
Answering many reviews across locations
Templates help with one reply at a time. With several locations, the work is finding the unanswered reviews and keeping each shop's voice: connect your Google locations to Social for Shops (free) and let Claude or ChatGPT draft every reply from each business's own profile — you approve before anything goes public. Step by step: reply to Google reviews with Claude.
Questions
Should I reply to every review?
Yes, positive and negative. A short thank-you on a 5-star review shows people the business is run by someone who reads them; a calm answer on a 1-star review is mostly for the next customer reading it.
How fast should I reply?
Within a day or two is a good habit. A reply weeks later still helps, but the customer may no longer be reading.
Can I edit or delete a reply later?
Yes. Owners and managers can edit or delete a reply on their Business Profile at any time.
Are these templates free to use?
Yes, copy them as you like. More free tools are on the tools page, including a review link and QR code generator.
Post everywhere at once — free
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