Why reply to the good reviews too
Positive reviews are often forgotten, even though they are the most numerous. A careful reply shows that someone looks after the listing, and it reassures readers who are hesitating between two businesses.
It is also a chance to remind people what you offer, in one sentence, without turning it into advertising.
The rule: one detail from the review, one detail from you
Mention something specific the customer wrote (the dish, the advice, the person who served them). Add a word about what it means to the team. That’s all.
Change the wording from one review to the next. When every reply starts with the same sentence, the reader sees a template and not a person.
Template: short review
“Thank you [first name] for your message! We are glad that [specific detail] pleased you. See you soon.”
Template: detailed review
“Hello [first name], thank you for such a complete review. Knowing that [specific detail] mattered to you touches us, and we are passing it on to the whole team. We look forward to seeing you again.”
For a long review, pick up two ideas from the author rather than one: they will see it was read in full.
Template: a returning customer
“Thank you [first name] for your loyalty, it means a lot to us. We are glad that [specific detail] still suits you. See you very soon.”
Template: a rating with no text
“Thank you [first name] for your rating, it is a lovely way to encourage us. If you have a word to add about what you liked, we would be delighted to read it.”
Never ask for a specific rating or to “put five stars”: Google forbids it, and the reader can tell.
What is better avoided
Announcing a promotion, a code or a gift in the reply: Google looks closely at that kind of exchange. Also avoid giving the customer’s full name or details of their order.
Go further
The guide “Replying to Google reviews” gives the structure of a good reply, for positive and negative reviews alike.
Read the general method