Reputation Management Template Pack: Respond to Any Review

5-star, detailedThank you so much, [First name]! It means a lot that you took the time to share this. We loved working on [job] and we are always here if you need us again.

5-star, short reviewThanks for the 5 stars, [First name]! We appreciate you choosing [Business].

5-star, repeat customerAlways a pleasure, [First name]! Thank you for trusting us again, customers like you are why we do this.

5-star, mentions an employeeThank you, [First name]! We will be sure [Employee] hears this, they will be thrilled. We appreciate you.

4-starThank you for the kind words and the honest feedback, [First name]. We are glad you were happy overall, and we would love to earn that fifth star next time.

Genuine mistake on our end[First name], we are sorry we fell short here, that is not the standard we hold ourselves to. We would like to make it right. Please reach us at [phone/email] and ask for [Name].

Disagree, but stay professionalThank you for the feedback, [First name]. Our records show things a little differently, and we would welcome the chance to talk it through. Please call us at [phone] so we can understand and help.

Service issue, want to resolveWe are sorry about [issue], [First name]. We want to fix this. Please contact [Name] at [phone] and we will take care of it.

Pricing complaintThanks for sharing, [First name]. We aim to be fair and transparent on pricing, and we are happy to walk you through the details. Give us a call at [phone] anytime.

Review for the wrong businessHi [First name], we want to help but we do not have a record of this job, and it is possible this review was meant for another business. If we did serve you, please reach out at [phone] so we can make it right.

No detail given (1 star, no text)We are sorry to see this, [First name]. We would genuinely like to understand what went wrong and fix it. Please reach us at [phone].

Suspected fake reviewWe take reviews seriously and we have no record of serving you. If this is a misunderstanding, please contact us at [phone]. Otherwise we have reported this for review. (Then report it to Google.)

Long-time customer, first complaint[First name], you have been with us a long time and we value that deeply, so this stings. Let us make it right, please call [Name] directly at [phone].

Complaint about wait timeYou are right that the wait was longer than it should have been, [First name], and we apologize. We are working on it. We would appreciate the chance to serve you better next time.

5-star, first-time customerWelcome to the [Business] family, [First name]! We are so glad your first experience was a great one. Thank you for the kind words.

5-star, referralThank you, [First name]! Reviews and referrals like yours are the lifeblood of a local business. We truly appreciate you spreading the word.

5-star, great valueThank you, [First name]! We work hard to be fair on price and great on service, so this means a lot. See you next time.

Quality complaintWe are sorry the work did not meet your expectations, [First name]. That is not okay with us. Please call [Name] at [phone] so we can come back and make it right.

Communication breakdownYou are right that we could have kept you better informed, [First name], and we apologize. We would like to regain your trust, please reach us at [phone].

Refund requestWe hear you, [First name], and we want this resolved fairly. Please contact [Name] at [phone] and we will review your account right away.

Damage to property or itemWe are very sorry to hear about the damage, [First name]. We take this seriously and want to make it right immediately. Please call [Name] at [phone].

Allegation about staff conductThank you for telling us, [First name]. How you are treated matters to us, and this is not our standard. We are looking into it and would like to speak with you at [phone].

Project delayWe are sorry for the delay, [First name]. We know your time matters. We would welcome the chance to make it up to you, please reach us at [phone].

Scheduling mix-upWe apologize for the scheduling mix-up, [First name]. That one is on us. Please call [phone] and we will get you taken care of right away.

Competitor-posted fakeWe have no record of serving you, and the details here do not match any job we have done. We have reported this review. If we are mistaken, please contact us at [phone].

Refund already issuedThank you for your patience, [First name]. As we discussed, a full refund was issued on [date]. We are sorry the experience fell short and we wish you the best.

Outdated review, issue since fixedWe appreciate the feedback, [First name]. Since your visit we have [change made] to fix exactly this. We would love the chance to show you the difference, [phone].

Threat to escalate publiclyWe want to resolve this properly, [First name]. A public back-and-forth will not serve you well, so please call [Name] directly at [phone] and we will make it right.

Positive overall, minor gripeThank you for the great review and the honest note, [First name]. You are right about [issue], and we are already tightening that up. We appreciate you.

Spam or off-topic reviewThis review does not appear to relate to our business or any service we provide. We have flagged it for review. If you meant to reach us, please call [phone].