The short answerReply calmly, briefly and soon, and write it for the next customer who reads it. Thank the reviewer, acknowledge the specific problem, say what you will do, and invite them to contact you directly. Do not argue the details in public, and do not expect Google to remove a review because it is negative or you think it is unfair.
Who you are really writing to
The person who left the review may never look at your reply. The people who will are the future customers scrolling your profile, deciding whether to call. They are not judging whether the complaint was fair. They are judging how you behave when something goes wrong.
Before you type anything
Wait until you are not angry. An hour is usually enough. Then find the job and check what was done, what was charged and what was said. If you can reach the customer by phone, call them before you reply. Do not ask them to change or remove the review in exchange for a refund or a fix. Fix the problem because it needs fixing.
A reply pattern that works
Four parts, three or four sentences in total.
- Thank them by name for the feedback.
- Acknowledge the specific thing: the late arrival, the mess left, the price surprise.
- Say what you are doing about it, or what you have already done.
- Give a direct name and number to continue the conversation.
What to leave out
A public reply is the wrong place for most of what you will want to say.
- Do not argue the facts line by line. It reads as defensive even when you are right.
- Do not share private details: the address, the invoice amount, or what was in their home.
- Do not be sarcastic, and do not threaten legal action.
When a review can be removed
Google does not remove reviews for being negative, harsh or, in your view, wrong. It removes reviews that break its content policies, such as spam, a conflict of interest like a competitor or a former employee, or harassment. If a review fits one of those, flag it from your Business Profile and choose the reason. Google decides, and it does not always agree. Reply in the meantime, briefly and politely, in case it stays.
If you want help with it
Google reviews + referrals from Novyx emails you when a new review appears with a reply drafted, and puts reviews of three stars or fewer first. A person posts every reply, and I cannot remove a review. Only Google can.
Questions people ask
Can I get a bad Google review removed?
Only if it breaks Google's content policies. Flag it and Google decides. A review that is simply negative stays.
How fast should I reply?
Within a day or two is a reasonable aim. Fast enough to show you are paying attention, slow enough that you are not writing while angry.