Reviews & reputation
How do I respond to Google reviews?
TODO for AI · updated
Reply from your Google Business Profile: search your business name on Google or open Maps, go to Reviews and click Reply. Thank 5 star reviewers by name and mention what they liked. For 1 to 3 stars, apologise once, say what you are fixing and offer a direct contact. Reply to every review, and keep each reply short.
Do this for me Free plan, no card. It asks before sending or posting anything.
How to do it
- Open your reviews. Signed in as the owner, search your business on Google or open Google Maps, then Reviews. Unanswered reviews show a Reply button.
- 5 stars. Name, one specific thing they praised, an invitation back. Two or three sentences.
- 3 to 4 stars. Thank them, take the one thing that was missing seriously, and say what changes.
- 1 to 2 stars. One apology, no arguing in public, a direct contact so you can fix it offline. Never copy and paste.
- Fake or off topic. Reply briefly and factually, then report the review from the same menu.
Your options
| Option | Effort | Catch |
|---|---|---|
| Reply by hand | A few minutes per review | Falls behind in busy weeks |
| Copy and paste templates | Less time | Customers notice identical replies |
| Review management software | Setup + monthly fee | Another dashboard and contract |
| TODO for AI | Approve a batch | You check the first batches yourself |
Watch the agent do it
A real run on sample files. Yours starts from here.
Here are my latest unanswered Google reviews. Draft a reply to each one in my voice, following the notes at the bottom. Flag the ones I should handle personally.
latest_reviews.txt
AI
shellBrowse and preview review files
writereply_drafts.txt
I drafted replies to all 12 reviews and saved them to ~/work/reviews/reply_drafts.txt on the cloud computer. Each one is signed "- Hanna", uses the reviewer's first name, offers no discounts, and sends the complaints to hello@hollowpine.example.
Handle these personally:
- #10 Mark J. (1★): hair in his sandwich. This is the most urgent: it's a food-safety issue, and the reply admits he should have been apologised to. Check with the staff on that shift.
- #4 Derek W. (1★): 25-minute wait, nobody said anything. He's annoyed about the service. Worth finding out what happened that day.
- #7 Anna R. (2★): stale croissant and an annoyed staff member. This is about how one person behaved, so it needs a private follow-up.
The drafts:
- Maria: Maria, thank you! Seeing you come back is the best part of our day. See you soon.
- James: James, six is the right number, I promise. So glad you loved them!
- Priya: Thanks, Priya! Saturday mornings do get busy and the tables fill up fast. A weekday morning is a lot calmer if you want a seat.
- Derek: Derek, I'm sorry. 25 minutes for two coffees is too long, and someone should have told you what was going on. I'd like to hear more about your visit. Could you email me at hello@hollowpine.example?
- Lena: Lena, happy birthday to whoever got that cake! Thank you for trusting us with it.
- Chris: Thanks for the honest feedback, Chris. Every loaf is made from scratch and fermented slowly, and that takes time and good flour. Glad you like the bread!
- Anna: Anna, I'm sorry. A stale croissant isn't okay, and neither is feeling brushed off when you mention it. Please email me at hello@hollowpine.example so I can hear what happened.
- Tom: Tom, our door's always open for a laptop and a coffee. Thanks for the kind words!
- Sofia: Thanks, Sofia! Sorry the gluten-free shelf was empty by noon. I've passed this on to the kitchen.
- Mark: Mark, I'm really sorry. That should never happen, and you should have had an apology along with your refund. I'd like to talk this through with you. Please email me at hello@hollowpine.example.
- Ruth: Ruth, we love seeing you every morning! Your oat latte will be ready.
- Ivan: Thanks, Ivan! I hear you on the early mornings, and I'll keep it in mind.
Check before posting:
- Chris (#6): the line about loaves being made from scratch and fermented slowly is my guess at how you bake. Change it if it's not accurate.
- Sofia (#9) and Ivan (#12): these reviewers will expect you to follow through. Only keep "passed this on to the kitchen" and "I'll keep it in mind" if you will.
FAQ
Should I reply to every Google review?
Yes. Google recommends replying to reviews, and customers read replies, especially on negative reviews.
Can I delete a bad review?
No. You can report a review that breaks Google's policies. Otherwise the best you can do is a calm, helpful reply.
Will the agent post without asking?
No. By default it asks before posting anything public. You can allow auto posting later for 5 star reviews only.
Can it check for new reviews every day?
Yes. Schedule it, and it drafts replies for new reviews each morning and waits for your approval.