The Google Review Response Prompt Pack

You are writing a Google review response for [BUSINESS NAME], a [TYPE OF BUSINESS, e.g. accountancy firm / salon / restaurant] based in [LOCATION].

The reviewer left this five-star review: [PASTE REVIEW TEXT HERE]

Write a reply that:
- Opens by addressing the reviewer by first name if they gave one, or warmly if they did not
- Mentions the specific result or experience they highlighted (do not paraphrase generically)
- Adds one sentence that reinforces what makes [BUSINESS NAME] different from others in [LOCATION]
- Closes with a warm, natural invitation to return or refer a friend
- Stays under 80 words
- Sounds like a real person wrote it, not a corporate template
- Does not use phrases like 'We appreciate your feedback' or 'Thank you for taking the time'

Business voice notes: [ADD ANY VOICE NOTES, e.g. friendly and informal / professional and warm / always uses first names]

You are writing a Google review response for [BUSINESS NAME].

The reviewer gave five stars and mentioned [SPECIFIC SERVICE OR PRODUCT THEY PRAISED].

Review text: [PASTE REVIEW TEXT HERE]

Write a reply that:
- Thanks them by name if available
- Specifically names the service or product they loved and why it matters to [BUSINESS NAME]
- Includes one natural sentence that would encourage someone reading this review to try the same service
- Does not sound like a marketing pitch
- Ends with a genuine, brief sign-off
- Stays under 90 words

Business name: [BUSINESS NAME]
Location: [CITY OR AREA]
Key differentiator in one sentence: [E.G. 'we are the only certified X in Y area' or 'we have been doing this for 15 years']

You are writing a Google review response for [BUSINESS NAME].

The reviewer praised a specific staff member by name. Their review: [PASTE REVIEW TEXT HERE]

Write a reply that:
- Opens warmly and addresses the reviewer by first name if given
- Calls out the team member by name and says something genuine about why they are great at what they do
- Reinforces that this level of care is the standard at [BUSINESS NAME], not an exception
- Invites them back without sounding pushy
- Sounds personal, not like it was written by a PR team
- Stays under 85 words

Team member named in review: [NAME]
One true thing about that team member or your team culture: [E.G. 'Sarah has been with us for eight years and knows every regular by name']

You are writing a Google review response for [BUSINESS NAME], a [TYPE OF BUSINESS] in [LOCATION].

This reviewer left a glowing five-star review: [PASTE REVIEW TEXT HERE]

Write a reply that:
- Thanks them warmly and specifically references what they said
- Includes a natural, non-salesy line that nudges them to share their experience with friends or family who might need the same service
- Does not use the word 'referral' or sound like a referral programme pitch
- Closes with something warm and memorable
- Stays under 75 words

The service this review is about: [SERVICE NAME]
Who your ideal new customer is: [E.G. 'local small business owners' / 'families in [area]' / 'people going through a house move']

You are writing a Google review response for [BUSINESS NAME].

The reviewer gave [STAR RATING] stars. They praised [POSITIVE ASPECT] but raised a concern about [SPECIFIC COMPLAINT OR ISSUE].

Full review text: [PASTE REVIEW TEXT HERE]

Write a reply that:
- Opens by addressing them by name if given, or 'Hi there' if not
- Genuinely acknowledges the complaint without sounding defensive
- Explains briefly what happened or what has been done to fix it, if there is a true and honest answer
- Reinforces the positive part they mentioned
- Invites them to get in touch directly so you can make it right: [YOUR DIRECT EMAIL OR PHONE NUMBER]
- Does not grovel, does not over-explain, does not make promises you cannot keep
- Stays under 100 words

Business name: [BUSINESS NAME]
Contact for follow-up: [EMAIL OR PHONE]

You are writing a Google review response for [BUSINESS NAME].

The reviewer had a mostly positive experience but felt [SPECIFIC EMOTION OR UNMET EXPECTATION, e.g. 'the wait was longer than expected' / 'communication was slow' / 'the price felt high'].

Review text: [PASTE REVIEW TEXT HERE]

Write a reply that:
- Leads with genuine empathy, not an apology that sounds scripted
- Validates their experience without admitting liability where it is not appropriate
- Explains your perspective in one sentence if it adds context (e.g. a busy period, a system issue that has since been fixed)
- Closes with a warm invitation to come back and a direct contact if they want to talk it through
- Does not sound like a call-centre script
- Stays under 100 words

Contact for follow-up: [EMAIL OR PHONE]
Any honest context worth sharing: [E.G. 'we were short-staffed that week and have since hired' or leave blank if none]

You are writing a Google review response for [BUSINESS NAME].

The reviewer raised a valid operational complaint that you have since fixed or are actively improving.

Review text: [PASTE REVIEW TEXT HERE]
The complaint was about: [SUMMARISE THE ISSUE IN ONE LINE]
What you have actually done to fix it: [BE SPECIFIC, E.G. 'we introduced online booking to remove the wait' / 'we changed our communication process so all clients hear back within 24 hours']

Write a reply that:
- Acknowledges the complaint clearly
- States what has changed (the real thing, not a vague promise)
- Thanks them for helping you improve
- Invites them back to experience the difference
- Stays under 90 words
- Sounds honest and human

You are writing a Google review response for [BUSINESS NAME].

The reviewer left a [STAR RATING]-star review. The complaint is: [SUMMARISE THE COMPLAINT IN ONE OR TWO SENTENCES].

Full review text: [PASTE REVIEW TEXT HERE]

Is the complaint factually accurate? [YES / PARTIALLY / NO]
If no or partially, briefly note what actually happened: [YOUR VERSION OF EVENTS]

Write a reply that:
- Is calm, professional, and not defensive
- Acknowledges their experience without validating inaccurate claims
- If the complaint has merit, says so and explains what has changed
- If the complaint is inaccurate, politely and professionally offers your perspective in one sentence without escalating
- Invites them to contact you directly to resolve it: [CONTACT DETAILS]
- Does not argue, does not use sarcasm, does not match their tone if it was hostile
- Stays under 100 words
- Makes future readers feel confident in your professionalism

You are writing a Google review response for [BUSINESS NAME].

The reviewer is clearly unhappy and the complaint involves a specific transaction or interaction that needs to be resolved privately.

Review text: [PASTE REVIEW TEXT HERE]

Write a reply that:
- Opens by addressing them by name if given
- Acknowledges their frustration without repeating or amplifying the complaint publicly
- Clearly invites them to contact you directly so you can resolve this properly
- Includes your direct contact: [NAME AND EMAIL OR PHONE]
- Reassures future readers that this is not how you operate, in one honest sentence
- Does not say 'We take all feedback seriously' or 'We strive to provide excellent service'
- Stays under 80 words

You are writing a Google review response for [BUSINESS NAME].

You believe this review may be fraudulent or left by someone who was never a customer. You cannot be certain.

Review text: [PASTE REVIEW TEXT HERE]

Write a reply that:
- Does not accuse the reviewer of lying
- Politely notes that you cannot find a record of this experience in your systems and invites them to contact you directly if there has been a mix-up
- Reassures future readers that you take every genuine concern seriously
- Provides a direct contact so they can follow up: [EMAIL OR PHONE]
- Stays under 70 words
- Remains professional and leaves no room for a heated back-and-forth

Note: You should also report the review to Google separately. This reply is for public optics only.

You are writing a Google review response for [BUSINESS NAME].

This reviewer complained, you resolved the issue (refund, replacement, follow-up call, etc.), and they still left a negative review.

Review text: [PASTE REVIEW TEXT HERE]
What you actually did to resolve it: [DESCRIBE THE RESOLUTION, E.G. 'we issued a full refund on [date]' / 'we replaced the item and followed up by phone']

Write a reply that:
- Gently references the resolution that took place without sounding like you are calling them ungrateful
- States that you were glad to put it right
- Invites them to reach out if anything further is needed
- Reassures future customers reading this that you resolve issues rather than ignoring them
- Stays under 85 words
- Does not sound bitter or passive-aggressive

You are writing a Google review response for [BUSINESS NAME].

The reviewer praised a service you offer. You also have a newer or related service that the reviewer and future readers might not know about.

Review text: [PASTE REVIEW TEXT HERE]
Service they praised: [SERVICE NAME]
Related or new service worth mentioning: [SERVICE NAME AND ONE-LINE DESCRIPTION]

Write a reply that:
- Thanks them warmly and specifically
- Naturally mentions the related service in a way that feels helpful, not promotional
- Keeps the mention brief (one sentence only)
- Closes with an invitation to find out more or book
- Stays under 90 words
- Does not feel like an advert

You are writing a Google review response for [BUSINESS NAME].

The reviewer left a positive review. There is a relevant upcoming event, season, or promotion you want to naturally reference.

Review text: [PASTE REVIEW TEXT HERE]
Upcoming event or season: [E.G. 'Christmas bookings', 'tax season', 'summer', 'our anniversary event on [DATE]']
One true thing about the upcoming event: [E.G. 'we are taking bookings now' / 'we have limited spaces' / 'we have a special menu running through December']

Write a reply that:
- Responds warmly to the review itself first
- Mentions the upcoming hook in one natural sentence, not a sales pitch
- Includes a clear next step if relevant (how to book, where to find out more)
- Stays under 85 words

You are writing a Google review response for [BUSINESS NAME] in [LOCATION].

You want this reply to help your local SEO by naturally including location signals.

Review text: [PASTE REVIEW TEXT HERE]

Write a reply that:
- Responds genuinely to what the reviewer said
- Naturally includes the business location (city, area, or neighbourhood) once without keyword-stuffing
- Mentions one specific thing you are known for in [LOCATION] if it fits naturally
- Sounds like a real reply, not an SEO exercise
- Stays under 80 words

Location: [CITY OR AREA]
One thing you are known for locally: [E.G. 'the longest-running family bakery in [area]' / 'the go-to accountant for [city] freelancers']

You are writing a Google review response for [BUSINESS NAME].

The reviewer left their review in [LANGUAGE]. You want to respond in both [LANGUAGE] and English so all readers can follow along.

Review text: [PASTE REVIEW TEXT HERE]
Translation of the review (approximate if needed): [PASTE OR TYPE TRANSLATION]

Write a reply that:
- Responds first in [LANGUAGE] (one or two warm, genuine sentences acknowledging their review)
- Then provides the same reply in English
- Keeps both versions brief and warm
- Does not use a robotic or obviously machine-translated tone
- Total reply stays under 100 words across both languages

If you are not confident in [LANGUAGE], write the English version and flag clearly: [ENGLISH ONLY VERSION BELOW, TRANSLATE BEFORE POSTING]

You are writing a Google review response for [BUSINESS NAME].

The reviewer mentioned a competitor in their review, either positively comparing you or negatively comparing you.

Review text: [PASTE REVIEW TEXT HERE]
Competitor mentioned: [COMPETITOR NAME]
Did the reviewer favour you or the competitor? [FAVOUR US / FAVOUR COMPETITOR / NEUTRAL COMPARISON]

Write a reply that:
- Does not name the competitor at all in your response
- If the reviewer favoured you: thanks them warmly and reinforces what makes you the right choice
- If the reviewer favoured the competitor: acknowledges their experience without criticising the competitor and invites them to give you another chance with a direct contact
- Stays under 80 words
- Keeps the tone confident, not defensive

You are writing a Google review response for [BUSINESS NAME].

This reviewer mentions they have been a customer for a long time (months or years). They have left a positive review.

Review text: [PASTE REVIEW TEXT HERE]
How long they say they have been a customer: [E.G. 'three years' / 'since you opened']

Write a reply that:
- Acknowledges their loyalty specifically and genuinely (not 'We value your loyalty' as a phrase)
- References something about the relationship that feels real, even if brief
- Does not promise anything you cannot deliver
- Closes warmly and personally
- Stays under 75 words
- Reads like it was written by the business owner, not a marketing manager

You are writing a Google review response for [BUSINESS NAME].

The reviewer is right. You or your team made a genuine mistake. The review is fair.

Review text: [PASTE REVIEW TEXT HERE]
What actually went wrong: [DESCRIBE IN ONE SENTENCE]
What you have done or will do about it: [BE SPECIFIC]

Write a reply that:
- Takes clear, clean ownership without over-apologising
- States exactly what has changed or is changing
- Does not blame a staff member, a system, or circumstances
- Invites them to give you another chance
- Reassures future readers that this is not your standard
- Stays under 90 words
- Reads as confident and trustworthy, not grovelling

You are writing a Google review response for [BUSINESS NAME].

The reviewer left [STAR RATING] stars but no written comment.

Write a reply that:
- If five stars: thanks them warmly, mentions your business name and location once naturally, and invites them to come back
- If three or four stars: thanks them and gently invites them to share any feedback privately so you can improve: [CONTACT DETAILS]
- If one or two stars: acknowledges that they were not fully happy and invites them to get in touch directly so you can understand what went wrong: [CONTACT DETAILS]
- Stays under 60 words
- Does not sound like you are just going through the motions

Star rating: [STAR RATING]
Business name: [BUSINESS NAME]
Location: [LOCATION]
Contact for follow-up (if needed): [EMAIL OR PHONE]

I need to reply to [NUMBER] Google reviews for [BUSINESS NAME], a [TYPE OF BUSINESS] in [LOCATION].

Here is the information about our business voice and key messages:
- Business voice: [E.G. warm and friendly / professional and reassuring / direct and no-nonsense]
- Our key differentiator: [ONE SENTENCE ON WHAT MAKES YOU DIFFERENT]
- Our direct contact for complaints: [EMAIL OR PHONE]
- Any services or seasonal messages worth naturally mentioning: [OR 'none for now']

Here are the reviews I need replies to. For each one, write a reply that fits the star rating, addresses the specific content, and matches our business voice. Keep each reply under 90 words.

Review 1 ([STAR RATING] stars): [PASTE REVIEW TEXT]
Review 2 ([STAR RATING] stars): [PASTE REVIEW TEXT]
Review 3 ([STAR RATING] stars): [PASTE REVIEW TEXT]
[Continue the pattern for as many reviews as needed]

Do not use the same opening phrase twice. Each reply should sound distinct.

I want to create a short internal style guide so my team can reply to Google reviews consistently without it all sounding like it came from a template.

Here is information about [BUSINESS NAME]:
- Type of business: [TYPE]
- Location: [LOCATION]
- Business voice in three words: [E.G. warm, expert, local]
- Phrases we never want to use: [LIST ANY BANNED PHRASES, E.G. 'We appreciate your feedback', 'We strive to provide excellent service']
- Phrases we like: [LIST ANY PREFERRED PHRASES OR SIGN-OFFS]
- Who the replies should sound like: [E.G. the owner / a friendly team leader / the customer service manager]
- Our contact for complaints: [EMAIL OR PHONE]

Write a one-page style guide (under 400 words) that covers:
1. Tone and voice rules
2. How to open a reply (five varied options we can rotate)
3. How to handle compliments
4. How to handle complaints
5. How to close a reply (five varied sign-offs we can rotate)
6. Five phrases that are banned

Format it as a practical reference my team can pin up or keep open on their phone.

I want to audit the Google review replies [BUSINESS NAME] has posted over the past [TIME PERIOD, E.G. six months / year].

Here are ten of our recent replies:
[PASTE UP TO TEN RECENT REPLIES, NUMBERED]

For each reply, score it out of 10 on these four criteria:
1. Voice consistency (does it sound like us?)
2. Specificity (does it address the actual review or is it generic?)
3. Sales potential (does it give future readers a reason to choose us?)
4. Professionalism (would you be happy if a potential customer read this?)

After scoring each reply, give me:
- Our average score across all four criteria
- The two biggest patterns dragging our replies down
- Three specific things we should start doing in every reply from now on
- A rewritten version of our worst-scoring reply as an example

Be direct. I want an honest read, not reassurance.

You are writing a Google review response for [BUSINESS NAME].

This review has received attention (multiple likes, comments, or has been shared). It needs to be handled carefully because it will be read by many people beyond the original reviewer.

Review text: [PASTE REVIEW TEXT HERE]
Is the complaint accurate? [YES / PARTIALLY / NO]
Your actual version of events in two sentences: [WRITE IT OUT]
What you have done or are doing about the underlying issue: [BE SPECIFIC OR STATE 'NOTHING YET']

Write a reply that:
- Addresses a broad audience, not just the individual reviewer
- Is factually accurate and honest
- Takes appropriate ownership without admitting to things that are not true
- Does not escalate or inflame
- Demonstrates your standards and values in action
- Invites the reviewer to contact you privately: [CONTACT DETAILS]
- Stays under 120 words
- Is the kind of reply that turns a reputation risk into a reputation asset

You are writing a Google review response for [BUSINESS NAME].

This review touches on a matter that may have legal implications (a personal injury, a formal complaint, a dispute under investigation, or a claim you are refuting).

Review text: [PASTE REVIEW TEXT HERE]
What the legal or formal sensitivity is: [DESCRIBE BRIEFLY, E.G. 'this customer has made a formal complaint to [body]' / 'there is an ongoing insurance claim']

Write a reply that:
- Does not admit liability
- Does not provide specific details about the matter publicly
- Acknowledges that you are aware of the situation
- Directs them to contact you through the appropriate channel: [CONTACT NAME AND DETAILS]
- Reassures future readers that you handle all concerns properly and professionally
- Stays under 70 words
- Has been written with care, not speed

IMPORTANT: Show this reply to your legal adviser before posting if the matter is active.

You are writing a Google review response for [BUSINESS NAME].

You have strong reason to believe this review was left by a competitor, a disgruntled ex-employee, or someone who has never been a customer.

Review text: [PASTE REVIEW TEXT HERE]
Reason for suspicion: [E.G. 'no record of this name as a customer' / 'same review posted on three competitor pages' / 'reviewer profile shows no history']

Write a reply that:
- Does not accuse the reviewer directly
- Calmly and professionally notes that you cannot identify this experience in your records
- Invites them to contact you directly if there has been a genuine mix-up: [CONTACT DETAILS]
- Makes future readers feel confident that you take real complaints seriously
- Does not sound paranoid or aggressive
- Stays under 75 words

Note: Flag this review to Google using the 'Report review' button alongside posting this reply.

I want to define the voice we use for all Google review replies at [BUSINESS NAME].

Here is some information to work from:
- Business type: [TYPE OF BUSINESS]
- Location: [LOCATION]
- How long we have been operating: [NUMBER OF YEARS OR 'NEW']
- Who typically writes our customer communications now: [E.G. the owner / a manager / varies]
- Three words our best customers would use to describe us: [LIST THREE]
- One thing we are genuinely proud of: [ONE HONEST THING]
- One thing we want to improve: [ONE HONEST THING]
- Businesses whose tone we admire (any industry): [LIST ONE OR TWO, OR 'NONE']

From this, write:
1. A voice description in two paragraphs (what we sound like and what we do not sound like)
2. Five specific dos for our review replies
3. Five specific do-nots
4. Three sample opening lines we can rotate
5. Three sample closing lines we can rotate

This will become the foundation for how we respond to every review from now on.

You are writing a Google review response for [BUSINESS NAME]. The reply should sound like it came directly from the business owner, not a staff member or social media manager.

Owner name: [OWNER FIRST NAME]
Owner background in one sentence: [E.G. 'been doing this for 12 years, started the business from scratch, knows most regulars by name']

Review text: [PASTE REVIEW TEXT HERE]
Star rating: [STAR RATING]

Write a reply that:
- Sounds like [OWNER FIRST NAME] wrote it personally
- Includes a natural, authentic detail that only the owner would know or say
- Matches the star rating (warm for high, calm and constructive for low)
- Signs off with [OWNER FIRST NAME] at the end
- Stays under 90 words
- Does not sound scripted or polished in a corporate way

You are writing a Google review response for [BUSINESS NAME], a [SPECIFIC INDUSTRY, E.G. plumber / physiotherapist / mortgage broker / restaurant / hair salon / accountant] based in [LOCATION].

Review text: [PASTE REVIEW TEXT HERE]
Star rating: [STAR RATING]

Write a reply that:
- Uses natural language from the [INDUSTRY] world without being jargon-heavy
- References the type of work or service in a way that is specific to this industry
- Avoids generic phrases that could apply to any business
- Includes one sentence that speaks directly to the concern or consideration a typical [INDUSTRY] customer has before choosing a provider
- Stays under 90 words
- Reads like it came from someone who actually does this work, not someone writing about it from the outside

I manage Google review replies across [NUMBER] locations for [BUSINESS NAME].

Locations:
[LIST EACH LOCATION ON A NEW LINE]

Here are three recent replies from each location:
[PASTE REPLIES BY LOCATION, CLEARLY LABELLED]

Review these replies and tell me:
1. Is the tone consistent across locations or does each location sound different?
2. Which location has the strongest reply style?
3. Which location needs the most improvement and why?
4. Three specific guidelines we should standardise across all locations from now on
5. One rewritten example reply for the weakest location, using the strongest location's style as a reference

I want practical guidance, not a general overview.