Write a public Google Business Profile response to this review. Business and voice: [BUSINESS AND VOICE] Review rating and text: [REVIEW] Verified account details I may reference: [VERIFIED FACTS] Resolution or contact path available: [NEXT STEP]
Constraints: [CONSTRAINTS] First classify the review as positive, mixed, negative, suspected fake, or safety-related. Then write one final response of [TARGET LENGTH], ready to post, followed by a short internal note identifying the issue and any follow-up needed. For a positive review, thank the customer and mention one specific service or product detail only if the review raises it. For a mixed or negative review, acknowledge the experience and, when appropriate, apologize for the experience without admitting legal fault or guessing what happened. State only verified facts. Offer one clear offline route to resolve the issue, such as a phone number, email address, or manager request, but do not ask the customer to post private details publicly. Never reveal order details, appointment dates, medical information, addresses, employee schedules, account status, or other personal data, even if the reviewer disclosed them. Do not accuse a reviewer of lying or call a review fake in the public response. Do not offer compensation unless it is explicitly in my verified details. Avoid copying the complaint back word-for-word, canned phrases, defensiveness, or language that promises an outcome you cannot control. Before answering, check that the response contains no private information and no claim unsupported by [VERIFIED FACTS]. Check that it sounds like a reply to this specific review, not a generic template. Ask up to 3 clarifying questions only if a required input is missing.
Fill in
| Placeholder | What to enter | Example |
|---|---|---|
| [BUSINESS AND VOICE] | Enter the business name, type, and desired public voice. | Maple Street Dental, neighborhood dental practice; warm, measured, professional |
| [REVIEW] | Paste the star rating and exact review text. | 2 stars: “Waited nearly an hour for my appointment and nobody explained the delay.” |
| [VERIFIED FACTS] | List only facts confirmed internally that may safely be stated publicly. | A same-day emergency case delayed the schedule; the office manager may discuss feedback privately. |
| [NEXT STEP] | Provide the approved offline contact method or resolution process. | Ask the reviewer to call the office manager at 555-0148 or email [email protected]. |
| [CONSTRAINTS] | Enter brand, legal, regulatory, length, or language restrictions. | Do not confirm the reviewer was a patient or mention treatment; no compensation offers. |
| [TARGET LENGTH] | Enter a target such as 60 to 90 words. | 60 to 80 words |
How to use
- Paste the review exactly, then add only facts a manager has confirmed and approved for public use.
- For a negative review, make the contact route easy to use and assign an internal owner before posting.
- Check that the reply does not confirm the reviewer’s identity, transaction, appointment, or account relationship.
- Follow up with: “Give me two alternatives: one more formal and one warmer, with the same privacy limits.”
Variations
Five-star reply
Use for a specific positive review.
Write a 45- to 65-word Google review reply for [BUSINESS] in a [VOICE] tone. Review: [REVIEW]. Thank the reviewer, reflect one specific point they made, and invite a return visit only if natural. Do not add details about their purchase, account, or visit that they did not state. Avoid sales language and generic phrases such as “we strive for excellence.” Before answering, check that it could not reveal private customer information and that it sounds specific to this review.
Service recovery reply
Use for a negative review where you have an approved recovery process.
Write a public response of 70 to 100 words to this negative Google review: [REVIEW]. Business: [BUSINESS]. Confirmed facts safe to mention: [FACTS]. Approved resolution contact: [CONTACT PATH]. Acknowledge the customer’s frustration, apologize for the experience where appropriate, and invite an offline conversation. Do not argue, diagnose the cause, admit liability, disclose personal details, or offer a refund unless explicitly authorized. Check every factual claim against my notes before producing the final reply.
Suspected fake review
Use when you cannot identify the reviewer or transaction.
Draft a neutral 50- to 80-word Google review response for [BUSINESS] to this suspected fake review: [REVIEW]. Say we cannot locate enough information to investigate and invite the reviewer to contact [CONTACT METHOD] with details. Do not say the review is fake, ask for personal information publicly, or claim the person was not a customer. Keep the tone calm and factual. Before answering, check that the response creates no privacy risk and does not make an unsupported accusation.
Tips
- Reply to the experience described, not to the customer’s interpretation of why it happened; public arguments rarely resolve the issue.
- Use an approved inbox or phone route that someone monitors, otherwise the invitation to resolve the issue can worsen frustration.
- In regulated services, never confirm that a reviewer is a client, patient, guest, or customer even if that seems obvious from the review.
- Keep public replies shorter than your internal investigation; the detailed account belongs in the case record, not Google.
FAQ
Should I respond to every Google review?
A consistent response policy is useful, particularly for negative and detailed reviews. Brief, specific replies are better than repeating the same script under every rating.
Can I say a review is false?
Avoid making that accusation publicly. State that you cannot locate enough information to investigate, invite private contact, and use Google’s reporting process when appropriate.
Can AI respond to reviews for healthcare businesses?
It can draft privacy-safe language, but someone familiar with the applicable privacy and compliance rules should approve responses before posting.