Your review replies are not just for the person who wrote the review. They are read by every future customer who is deciding whether to call you. A short, warm reply to a happy customer, and a calm, helpful reply to an unhappy one, can win you business for years.
Four rules for every reply
- Reply quickly. Within a day is ideal.
- Use their name and mention what they talked about, so it doesn't look copy-pasted.
- Keep it short. Two to four sentences is enough.
- Never share private details. Don't mention treatments, bills or personal information in public, especially for clinics.
Replying to a 5-star review
Thank them, mention one detail, and invite them back.
Thank you, Harpreet ji! We're so glad the root canal was painless and quick. See you at your next check-up.
Replying to a 3 or 4-star review
Thank them, acknowledge what could be better, and say what you're doing about it.
Thanks for the feedback, Aman. You're right that the wait on Saturday was too long. We've added an extra staff member on weekends. We hope your next visit is quicker.
Replying to a 1 or 2-star review
Stay calm. Apologise for their experience without arguing about the details, and move the conversation offline.
We're sorry your order arrived cold, Ritu. That isn't the standard we aim for. Please message us on WhatsApp at the number on this profile so we can make it right.
Never blame the customer in public, and never reply in anger. Future customers judge you by how you handle complaints, not by whether you ever get them.
What about fake reviews?
If a review clearly isn't from a real customer, reply briefly and politely ("We can't find any record of your visit; please contact us so we can look into it") and report it to Google from your profile. Don't post accusations.
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