Responding to reviews and managing reputation
🔒Join free to watch this video lessonFree account · takes 30 seconds · no card neededJoin free & watchAlready a member? Log inReply to good and bad reviews in a way that wins future customers.
In this lesson you’ll learn to
- I reply to every review
- I never share private details in replies
- I take complaints offline
- I report only policy-breaking reviews
Reply to every review
Replies show you care and that real people run the business. Keep them short, personal and specific.
Positive reviews
Thank them by name, mention the service and location naturally, and invite them back.
Negative reviews
• Stay calm — reply within a day or two, not in anger.
• Acknowledge and apologise for their experience.
• Do not share private details (especially health, legal or financial information).
• Offer to fix it offline with a direct contact.
• If you resolve it, the customer may update their review.
Fake or abusive reviews
Report reviews that break Google’s policies (spam, conflicts of interest, offensive content) through your profile. Google removes only policy violations, not reviews you simply disagree with.
Monitor
Check reviews weekly on Google and a
🧪 Practise this skill
Try it in a free Practice Lab and get instant feedback.
💬 Questions about this lesson?
Ask a questionAsk the community — practitioners and the BFOUNT team answer.
Was this lesson helpful?