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Google reviews for a wine shop: asking, replying, looking after your listing

At the wine merchant’s, people come for advice as much as for a bottle. So reviews talk about listening, choice and price, rarely about taste alone. Here is how to reply without bristling over a matter of taste.

Situations that come up

  • The bottle that disappointed

    Taste is personal, and a bottle can also be faulty. Thank them for the feedback, invite the customer to drop in with the bottle, and don’t send them back to their own tastes in public.

  • The advice judged too pushy

    A customer who feels steered towards expensive bottles says so plainly. Acknowledge the feeling, say you want to advise according to budget, and offer to talk it over in the shop.

  • The prices

    Don’t compare with supermarkets. Say thank you and invite people to ask for ideas at different budgets: that is the real strength of a wine merchant.

  • The review that praises some advice

    Mention the detail: the pairing found, the winemaker discovered, the time spent. It makes another customer want to push the door.

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.

  • Disappointing bottle

    The customer is disappointed with a bottle they bought.

    Hello [first name], thank you for your feedback. We are sorry your bottle did not satisfy you, in particular [problem]. Drop in to the shop with it or write to us at [contact]: we would like to understand. The [business name] team.

  • Advice badly received

    The customer felt pushed towards a purchase.

    Hello [first name], thank you for taking the time to write to us. We regret that you felt that way, [problem]. Our role is to advise you according to your tastes and your budget. If you wish, write to us at [contact]. [business name].

  • Thank-you

    Positive review.

    Thank you [first name] for your message! Your words about [specific point] make the whole [business name] team happy. See you soon in the shop. Excessive drinking is harmful to your health.

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

Where to put your review QR code

  • At the till, on a small stand, when the customer pays for their bottles.
  • On the bag or the wrapping paper, with one short sentence.
  • On the bottle boxes prepared for the holidays, on a card slipped inside.

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

  • Your hours, with the tasting days or events if you hold any.
  • What you offer: wines, spirits, beers, gift boxes, advice for meals.
  • Photos of the cellar, the shelves and the tasting area, taken in daylight.

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

  • Replying to a review about taste with a lecture on wine.
  • Offering a bottle on the next visit in exchange for a review: Google forbids it.
  • Forgetting that advertising alcohol is regulated: stay sober in your replies.

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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