Example replies
Before you copyEdit every reply to fit: only promise actions, refunds or policies that are true for your business, and replace anything in [brackets].
Plumber, specific praise
Thanks so much, [Name]! Glad [Tech name] could get your water heater swapped out the same afternoon, especially with guests arriving that weekend. We'll pass your kind words along to him. Hope it keeps the showers hot for years. [Owner], [Business]
Restaurant, mentions a dish
[Name], thank you! The kitchen was thrilled to hear the short rib was the highlight of your anniversary dinner. It's been on our menu since day one and it's nice to know it still makes an evening. Come back and see us anytime. [Chef name]
Salon, first-time client
Hi [Name], thank you for trusting us with your first visit! [Stylist] loved working on that cut, and I'm so happy you walked out feeling like yourself again. We'll be here whenever you're ready for the next one. [Owner]
Movers, named crew
[Name], thank you for writing all that up. Marcus and Dee will be glad to hear the piano made it up three flights without a scratch; that stairwell was the talk of the truck. Good luck settling in. [Owner], [Business]
Landscaper, short and warm
Really appreciate this, [Name]. A tidy yard before spring is what we aim for every time, and it's great to hear it showed. Thanks for the review and enjoy the garden this year.
Bakery, regular customer tone
Aw, thank you, [Name]! Hearing that our sourdough has become part of your Saturday routine made our week. The early bakers will be smiling when they read this. Save us a spot in your weekend plans. [Owner]
The reply is for the next customer too
A customer who writes several sentences of praise has done you a favor and handed you material. They named the technician, the dish, the deadline you hit or the problem you solved. A reply that picks up those details shows the reviewer you read what they wrote, and shows everyone else that there’s a person behind the business who pays attention.
Google’s reply tips recommend exactly this: personalize the reply with the reviewer’s name and the specific feedback they gave, rather than sending everyone the same message. With a detailed review, that’s easy, because the specifics are right there. (A rating with no text is a different job; see star-only and one-word reviews.)
What makes a thank-you feel personal
Use their name. Pick out one or two things they mentioned and add something only you know: why the dish has stayed on the menu, what the crew said about the job, how tight the deadline really was. That’s the difference between echoing a review and answering it. Sign it with your own name or initials.
The fastest way to undo the goodwill is a template. When every review on a profile has the same “Thank you for your kind words, we look forward to serving you again!” underneath it, readers notice, and the replies start to look automated. If you’re short on time, reply to fewer reviews with more care rather than to all of them with a pasted line.
What to keep out
Don’t turn the thank-you into an ad. Rewards connected to reviews can look like an incentive for posting them, which Google prohibits. “Mention this review for 10% off” is exactly what not to write.
Don’t add details the customer didn’t share. If they wrote “great service,” don’t reply with what they bought or what it cost. For healthcare, legal, financial and counseling businesses this matters more, because even a warm reply can confirm something private; the healthcare replies page covers what to say instead.
Pass it on
If a review names an employee, tell them, and say so in the reply. Staff who see their names praised publicly tend to stay longer and work harder for the next customer.
Timing
Google’s reply check usually takes about 10 minutes, though it can occasionally take far longer. Replying within a few days of the review is fine; there’s no deadline.
If it doesn't work
- Your reply isn't showing: Google says reply review usually takes up to 10 minutes but can occasionally take up to 30 days.
- Google asks you to edit the reply: remove any coupon, promotion or link, then resubmit.
- The review is only stars or one word: there are no specifics to answer, so use the short approach on the star-only page instead.
Questions owners ask
The review mentions a problem we fixed along the way. Should I bring it up?
Yes, briefly, if they raised it. "Sorry the first part was late, and thanks for sticking with us" shows you read the whole review. Don't add problems they didn't mention.
Can I thank them with a discount on their next visit?
Not in the reply. Google advises against using replies to offer deals or promotions, and rewards connected to reviews can be treated as incentives, which Google prohibits.
Should I mention the service they got?
Only what they already shared. Repeating details from their own review is fine. Adding things they didn't mention, like the price they paid, shares information they chose not to make public. Clinics have stricter limits; see the healthcare replies page.
Sources
- Tips to get more reviews and write better replies (support.google.com)
- Manage customer reviews (support.google.com)
Checked 13 Nov 2026. When the platform changes its process we update this page and log it in What changed.