Do not reply tonight
A bad review stings, especially when you know the job was done right. The worst reply is the one written ten minutes later.
Sleep on it. Read it again in the morning. Check the job notes, so you know what really happened.
How do I respond to a bad Google review?
Who publishes this: OfficeStaff.ai helps Australian local businesses get found on Google, trusted through reviews and booked through their website and past customers.
Published 30 October 20264 minute read
The short answer
Wait until you are calm. Then reply in public with three things: thank them, own the part that is fair, and offer to sort it out by phone.
Keep it short and never argue. You are not really writing to the person who left the review. You are writing to the next customer who reads it.
Have reviews sitting there with no reply? See how you look next to the business down the road. Get your Free 3R check.
Your reply is public
Google posts your reply under the review for everyone to see, and the customer is told you replied. It shows as your business, not your personal name.
So picture the reader. Someone deciding whether to ring you. They are not looking for a perfect business. They want to see how you act when something goes wrong.
The three-part reply
- Thank them. "Thanks for letting us know, Jess."
- Own the part that is fair. "You are right that we were late, and we should have called ahead."
- Offer to fix it, offline. "I would like to sort this out. Please ring me on the office number."
An example reply
Example reply: "Thanks for letting us know, Jess. You are right that we were late, and we should have called ahead. I would like to make it right. Please ring me on the office number and ask for Greg."
That is it. Three or four sentences. No excuses, no essay.
What never to put in a reply
- An argument. Even if you are right, you lose in front of every reader.
- The customer's private details, like their address, what they paid or what was wrong in their house.
- Blame on a staff member by name.
- An offer of money or a discount to take the review down. Google's policy does not allow a business to discourage negative reviews.
When the review is unfair
Stay calm and stick to the facts. "We have a different record of this job, and I would like to talk it through. Please ring me." Readers can tell a calm owner from an angry one.
If it is plainly untrue, a short, polite correction is fine. The ACCC says a business can respond to a review to correct the record.
When the review might be fake
If you cannot find any record of the customer, it may not be a real review. You can report it to Google from your Business Profile. Google decides whether it breaks its policies.
While you wait, reply calmly: "We cannot find a record of this job. Please call us so we can look into it." See Can I delete a bad Google review?
Then fix the thing
If the review was fair, change what went wrong. Then the next review will say so.
Replying to good reviews matters too. The whole system is on our Reputation page.
What this means for your business
- Wait until you are calm before you reply.
- Thank them, own the fair part, and offer to sort it out by phone.
- Never argue, and never share the customer's private details.
- Report reviews that look fake, and reply calmly while Google checks.
About the author
Greg Hamlyn
Greg Hamlyn started out on the tools. He and his late wife Wendy then built their first business, from just him to a team of seven mechanics. He has been working with business owners since 2003. He co-founded OfficeStaff with Nick Lock to help Australian service businesses get more reviews, answer every customer and show up on Google. He will tell you if you are not a fit. Based on the Gold Coast.
Read next
Can I delete a bad Google review?
No. A business cannot delete a Google review. What Google will remove, how to report a review, how to appeal, and what the ACCC says.
Frequently asked questions
Should I reply to every bad review?
Yes. A bad review with no reply looks like nobody cares. A calm reply shows the next customer how you handle problems.
Will the customer see my reply?
Yes. Google posts your reply under their review and tells them you replied.
Can I change my reply later?
Yes. Google lets you edit or delete your reply from your Business Profile.
Can I ask them to change their review?
If you sort the problem out, you can let them know they are welcome to update it. Never offer anything for it and never push. Google does not allow a business to discourage negative reviews.
How long should my reply be?
Three or four sentences. Thank them, own the fair part, and offer to fix it by phone.