How to Respond to Google Reviews
Your response is written for the next prospect reading the thread, not for the reviewer.
By The Solsti Team · Published August 20, 2026 · 5 min read
Positive reviews
Keep it short, specific and human. Reference what they mentioned, thank them by name if appropriate, and skip the marketing tagline.
Negative reviews: a four-part structure
- 1
Acknowledge
Name the experience they described without arguing about it.
- 2
Take responsibility for what's yours
Specific, not a blanket apology. Don't concede things that didn't happen.
- 3
Move it offline
Give a direct contact — a name, an email, a number.
- 4
State what changes
If it revealed a real process gap, say what you're doing about it.
What to avoid
- Defensive or legal-sounding replies
- Publishing details about the customer or the work
- Copy-pasted identical responses across every review
- Disputing a review simply because it's unflattering — Google removes policy violations, not opinions
Regulated industries
Healthcare, legal and financial businesses face confidentiality constraints. Respond in a way that thanks the reviewer for feedback and offers a private channel — without confirming that the person was a patient or client, or referencing any specifics.
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FAQ
Common questions
How quickly should I respond?
Within a business day is a good standard, faster for negative reviews. Response time is visible to anyone reading.
Should I respond to every review?
Yes. It's a visible signal of an actively managed business, and Google encourages it.
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