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Google reviews for a removal company: asking, replying, looking after your listing

A house move is a stressful day, and the slightest hitch ends up in the reviews: damaged item, delay, rushed crew. Customers also look for a sign of reliability. Here is how to reply calmly.

Situations that come up

  • The item that was damaged or broken

    This is the heaviest complaint. Apologise without defending yourself with the box or the packing, ask for a contact and say you are looking at the claim with the customer.

  • The delay on the day

    The truck stuck, a crew held up: the customer is waiting in an empty flat. Apologise simply and don’t mention other jobs.

  • The unexpected extra cost

    Floors without a lift, a larger volume than planned. Just recall that the quote details what was planned, and offer to go through it together.

  • The thank-you after a successful move

    Reply with a word about the crew and the care taken. No details about the address or the belongings.

Three reply templates to adapt

Fill in the fields (optional)

An empty field stays in square brackets in the text: fill it in before publishing. Read it over and change a few words, a reply that looks written for this person beats a copy-paste.

  • Damaged item

    An item was broken or damaged during the move.

    Hello [first name], thank you for your feedback. We are truly sorry for what happened, [problem]. Could you contact us at [contact] so we can look at the situation with you? The [business name] team.

  • Delay on the day

    The crew arrived late.

    Hello [first name], thank you for taking the time to write. We are sorry for the delay, [problem], on a day when you count on us. We are reviewing our organisation. You can write to us at [contact]. [business name].

  • Thank-you

    Positive review.

    Thank you [first name] for your message! Knowing that [specific point] went well makes the whole [business name] team happy. Enjoy settling into your new home.

Other cases (fake, unfair, no comment reviews): the twelve general templates.

Where to put your review QR code

  • On the delivery report the customer signs at the end of the move.
  • On the invoice, with one short sentence above the code.
  • In the message sent after the move, with the direct link to your listing.

The direct link, the QR code and an A4 poster with your name are made here: Google review link and QR code (free, no account). The same QR code for all your customers, with no sorting.

To check on your Google listing

  • The services: removals, storage, packing, furniture lift.
  • Your service areas, with towns and long-distance routes.
  • Photos of the crew, the trucks and the protective equipment.

To go through the rest: the 17-point listing check-up. A complete listing doesn't guarantee a better ranking, it mostly keeps you from losing a customer over wrong info.

To avoid

  • Blaming the packing done by the customer without looking at the claim.
  • Detailing the customer’s address or belongings in a public reply.
  • Promising a refund before having studied the file.

Google's rules change: read its official help from time to time. More details: getting more Google reviews, honestly. These tips are practical, they don't replace legal advice.

A review to deal with now?

With a free SwimUp account, you paste the review and get a tailored reply draft (3 per day). Always read it over before publishing. No bank card. SwimUp also offers paid services around Google reviews, shown on the home page.

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