Replies to every review, in your voice

Why reply at all

A reply isn't really for the reviewer. It's for the next hundred people who read it while deciding whether to call you. A short, specific thank-you shows there's a person paying attention. A calm answer to a complaint shows how you handle things when they go wrong, which is exactly what a cautious customer wants to know.

Google lets business owners reply publicly to reviews from the Business Profile, and recommends keeping replies short, polite and relevant.

How we handle it

• Reply guidelines first. Before we post anything, we agree with you on tone, what you can offer unhappy customers, who they should contact, and topics we never discuss in public.
• Positive reviews: answered within the agreed time, each one written for that review. No copy-paste "Thanks for the 5 stars!"
• Negative and mixed reviews: we draft, you approve. We acknowledge the problem, avoid arguing facts in public, and give a direct way to sort it out offline.
• Reviews that break the rules: spam, fake accounts, conflicts of interest, hate speech or personal information get reported through Google's process (or the equivalent on other sites), and we track the outcome.

What we won't write

We won't confirm someone was a patient or client if that would breach privacy rules (health and legal businesses need extra care here). We won't accuse a reviewer of lying unless there's clear evidence, and never in a threatening way: the FTC's rule specifically bans using groundless legal threats, intimidation or knowingly false accusations to get a review removed. And we won't offer refunds or gifts in exchange for changing a review.