How to Respond to Google Reviews: Best Practices

Responding to Google reviews is a businesses owner’s secret weapon to building trust with potential customers. While you can’t control the feedback your customers leave, you can control how you respond, and that response can make a lasting impression on users deciding whether to pick up the phone or book your service.

Here are a few key things business owners should know about responding to reviews.

To start, your Google Business Profile must be verified in order for the owner to respond to reviews. Learn more about verification.

How To Reply to Reviews in the Google Business Profile (GBP) dashboard

Replying to reviews in the Google Business Profile (GBP) dashboard is simple.

1. Log into your account and navigate to the dashboard.
2. Tap “read reviews.”
3. Scroll down to the review you want to respond to.
4. Tap “reply.”
5. Enter your response.
6. Tap “reply.”

Edit a review response

1. Scroll down to the review you want to respond to.
2. Tap “edit.”
3. Edit your response.
4. Tap “update.”
5. You can also delete a response.

Who Can Respond to Google Reviews?

Anyone with access to the listing can respond to the reviews. When someone on the account responds to a review it will say “Response from the owner” regardless of which user actually responded.

Pro tip: If the review mentions a specific employee, have that employee respond to the review and leave their name or initials at the end to give it a personal touch!

Can a User Edit Their Review After It’s Responded To?

Yes, users can edit their reviews at any time. When they do, the review’s post date will update to reflect the most recent edit. If the user edits their review after you’ve already responded, your response will appear as though it pre-dates the review.

It’s a good idea to keep an eye on review edits like this, as business owners will not get notified when a review has been edited.

Review Response Time

Responding to reviews quickly can show customers you take their feedback seriously. According to a 2022 report by Reviewtrackers 53% of customers expect a review response within a week, but surprisingly, 1 in 3 expect an even faster reply! To make the best impression, aim to respond within 24 to 72 hours.

Replying To Positive Reviews

It’s always a great idea to respond to all reviews – even the positive ones!

Take a moment to thank your customer for their feedback and let them know how much you value their support. While there’s no need to get overly promotional or offer incentives, you can use the opportunity to share something new or relevant about your business that they might find interesting and encourage them to come back.

When it comes to positive reviews, a short and sincere response is often the most effective. A little gratitude goes a long way!

Replying To Negative Reviews

Responding to negative reviews might feel more challenging than addressing positive ones, but they’re actually an excellent opportunity to showcase empathy, compassion, and commitment to customer satisfaction.

Instead of using generic, copy-paste responses, take the time to dig into the situation and understand why the customer left their feedback. A personalized, thoughtful reply can go a long way. If an apology is warranted, don’t hesitate to offer one – customers value honesty and appreciate when a business takes responsibility and works to make things right.

Interestingly, having a few negative reviews can actually build credibility. A spotless 5-star rating might seem too good to be true and could make potential customers question the authenticity of the reviews. People trust businesses that feel real, flaws and all.

Always maintain a professional and courteous tone in your responses. Avoid personal attacks or defensive language – it’s rarely productive and can turn off potential customers. Even if you suspect it’s a Google review from a non-customer, focus on constructive dialogue that addresses concerns and leaves a positive impression.

When handled with care and compassion, even negative reviews can lead to positive outcomes. Who knows? Your thoughtful response might even inspire the original reviewer to update their feedback!

Join us in Dallas for LocalU
October 20, 2026 - Just $299

Save Your Spot!