Important: Reviews and other user contributions to Google Maps must reflect a genuine experience. Offering incentives, like free or discounted goods or services, in exchange for customers to post reviews, change reviews, or remove negative reviews is considered fake engagement and is strictly prohibited. Learn more about Business Profile restrictions for policy violations.
Learn about best practices to get more reviews
- Remind customers to leave reviews: To leave reviews, you can ask customers to visit a Google link or scan a QR code. Learn how to create a Google link or QR code to request reviews.
- Reply to reviews: Show customers that their feedback matters. Learn how to read & reply to reviews on Google.
- Value all reviews: Honest and balanced reviews can help potential customers decide. A mix of positive and negative feedback often feels more trustworthy. As best practice, reply to reviews and share your perspective.
Tip: Customers must be signed into a Google Account to leave a review. They can set one up with a non-Gmail email address. Learn how to create a Google Account.
Tips to write better review replies
Your replies are public and help you build good relationships with customers. When you reply to customers, keep these guidelines in mind.
Make your replies positive & relevant
- Be professional and polite: Keep your replies clear and helpful. Like reviews, replies must follow our policies. Learn more about Google's content policies.
- Keep it short and simple: Customers value direct and honest responses. If a reply is too long, people might stop reading before they get to the main point.
- Make your replies count: Instead of sending the same "thank you" to everyone, focus on reviews where you can share a helpful update or answer a question. This shows people that you are listening and genuinely care about their experience.
- Be conversational, not promotional: Your reviewers are already customers, so avoid using your response to offer deals or promotions. Instead, share a detail that reinforces their experience and encourages a return visit.
Give helpful responses to negative reviews
Important: If you believe that a review violates Google’s content policies, you can flag it. Learn how to report inappropriate reviews.
Negative reviews aren't necessarily a sign of poor business practices. Instead, they provide a valuable opportunity to understand customer expectations and improve future experiences.
Providing constructive replies and following up on concerns can show that you care and may even encourage the customer to update their review. When you reply to negative reviews, consider these tips:
- Protect privacy and avoid personal attacks: Never share a reviewer's private information or engage in personal attacks. If a situation is complex, politely request that the reviewer contact you via phone or email to resolve the issue privately.
- Learn more about their experience: Before replying, check your internal records to understand the specific details of the reviewer's visit.
- Be honest and explain limitations: Acknowledge if any mistakes were made, but don't take responsibility for things outside your control. Explain what you can and cannot do in that situation. For example, if bad weather causes you to cancel an event, explain that you monitor the weather and send advance cancellation notices when possible.
- Apologize when appropriate: Show empathy and demonstrate that you understand how the customer feels. A genuine apology can go a long way in rebuilding trust.
- Personalize your reply: Address the reviewer by name and acknowledge their specific feedback. A personal sign-off with your name or initials shows that their experience matters to you.
- Respond in a timely manner: A prompt response shows that you value your customers' feedback and are committed to high-quality service.
