This isn't a private conversation
A reply to a review on Google is visible to anyone who later opens the business listing before deciding whether to book, and they're not just reading the review itself, they're watching how the business reacts to feedback in general. Every review deserves a reply, not just the bad ones, a blank space under a great review reads as indifference, and a scathing one left unanswered reads as agreement with the complaint.
Step 1: verify the profile, if that hasn't happened yet
Replying to reviews as the business is only possible through a verified Google Business profile. If it isn't verified yet, that's step one, the "Reply" button simply isn't available before that (more detail in this series' guide on setting up a Google Maps profile).
Step 2: where to click
In Google Business Profile (business.google.com) or right inside Google Maps, open the business listing, go to "Reviews," find the one to answer, click "Reply," write the text in the field that opens, submit. Google moderates replies under the same rules as reviews themselves, insults and spam won't go through.
Step 3: a great review, short and specific
No need for a paragraph. A thank-you plus, where it fits, a specific detail from the review (the specialist, the service) is enough to keep the reply from reading like a copy-pasted template. Example: "Thank you for the review! Glad you liked the haircut, see you again soon."
Step 4: a neutral review, close the open question
A three-star review with no explanation is an open question for everyone who reads the listing afterward. It's worth thanking them for the visit and gently inviting them to share what could have gone better (in a DM or by phone), it shows a willingness to fix things, even if the reviewer never replies back.
Step 5: a bad review, acknowledge, apologize, take it private
An order that works: thank them for the feedback (even the unpleasant kind), express regret about the specific situation, briefly explain if that's appropriate without getting defensive, and offer to continue the conversation by DM or phone, leaving a contact. A public reply is not the place to litigate details or argue who's right, future clients read it, not just the reviewer.
Common mistake: arguing with the reviewer in public or writing "that never happened" with no offer to sort it out, that looks worse than the bad review itself, because it shows a reaction instead of a solution.
Step 6: if a review is clearly fake or against the rules
A review can be flagged through the button next to it if it's clearly unrelated to a real visit, contains insults, spam, or a conflict of interest (say, from a competitor). That doesn't guarantee removal, Google reviews the flag under its own rules, but it's the right first step, not a public argument in the comments.
Common mistakes, in short
- Replying only to bad reviews and ignoring the good ones.
- The same templated reply under every review, with no specific detail.
- Arguing or getting defensive in the public reply instead of moving to a DM.
- Not responding for weeks, a reply a month later reads as a formality, not as care.
Checklist
- [ ] The Google Business profile is verified, "Reply" is available
- [ ] Great reviews get a short, personal reply
- [ ] Bad reviews get: thanks, regret, and a move to a DM
- [ ] Clearly fake or abusive reviews are flagged, not publicly argued with
- [ ] Replies go out within a few days, not whenever someone remembers
What you can hand off to us
Managing reviews and the business profile on an ongoing basis is part of the studio's geo promotion, from $500. You can also discuss your company's reputation on Google.