1 Learn the concept
When users start reviewing your listing, you need to know how to respond. Reviews influence whether new customers choose you, and your replies show how you treat people. This lesson explains how to respond to both positive and negative reviews, and how to encourage more of the good ones.
2 See it in action
- Thank reviewers and mention something specific.
- For negative reviews, apologize, state the fix and offer to continue offline.
- Stay professional, even if the review is unfair.
- Ask satisfied customers for reviews.
Worked example
Answering a negative review
Review: "Slow service and cold food."
Reply: "Thank you for telling us, and we are sorry. That is not the standard we want. Please call us on 555 0100 so we can make it right."
Follow up: fix the cause, such as an extra person at lunch.
Result to look for: other readers see a business that listens, and the reviewer may update their rating.
3 Study an example
Example scenario
A restaurant replies to a complaint about slow service with a sincere apology and an invitation to return. The reviewer updates the rating, and other readers see a business that listens.
4 Apply it and download
- Write replies for a five-star and a one-star review.
- Write a polite review request.
- Save them as templates.
Worksheet Review response templatesOpen, print or save as PDF