LaneFirst Guides / Responding to reviews

How to respond to Google reviews, with 8 templates.

A good reply takes a minute and can win you the next customer. Here are the rules we follow and eight templates for the situations local businesses actually run into.

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Every reply has two readers

The reviewer who wants to feel heard.
The next customer who's deciding whether to call you, and reads your reply more closely than you think.
Write for both Short, specific, calm.

LaneFirst replies to every review on every plan.

Six rules for every reply

The same rules work for 5-star and 1-star reviews.

  • Keep it short. Two or three sentences. Long replies read as defensive.
  • Mention the job. "the gutter guards in Gilbert" beats "your service". It's also useful detail for search engines and AI tools.
  • Thank first, explain second. Even in a negative reply, start by thanking them for taking the time.
  • Take problems offline. Give a name and a way to reach you. Never argue details in public.
  • Never share private details. No addresses, invoices, prices paid or anything the customer didn't write.
  • Sign it. A first name and role makes the reply feel human.

Eight templates

Edit them so they sound like you and mention the real job. The names and business are fictional.

For template 7: if a review looks fake, you can also report it to Google. Reply calmly anyway, because other customers will read it.

1. Five stars, short A quick "Great job!"

Thanks so much, Priya! Glad we could help. — Luis, owner

2. Five stars, detailed They mention the crew and the work

Thank you, Mark! I'll pass this on to Dre and the crew, they'll love hearing the new deck held up for the party. Enjoy it! — Luis

3. Five stars, no text Just a rating

Thanks for the five stars, Ellen! We appreciate you choosing us. — Luis

4. Four stars, small issue Happy overall, one complaint

Thanks, Tom. Glad the job came out well, and you're right about the cleanup, we should have hauled the old boards the same day. We've fixed that on our checklist. — Luis

5. Three stars, mixed Good work, poor communication

Thanks for the honest feedback, Grace. The work matters, but so does keeping you updated, and we fell short there. I'd like to hear more: please call me directly at the office. — Luis, owner

6. One star, real problem Something went wrong

Grace, I'm sorry. This isn't the experience we want for anyone, and I'd like to make it right. Please call me at the office so we can sort it out. — Luis, owner

7. One star, not a customer You can't find them in your records

We take every review seriously, but we can't find a job under this name. If we've worked together, please call the office so we can look into it. — Luis

8. A review about price "Too expensive"

Thanks for the feedback, Jordan. We price jobs to include proper materials, insurance and a warranty, and we're always happy to walk through a quote line by line. — Luis

Want every review answered for you?

On every LaneFirst plan we reply to every review on your Google profile. How our review management works

Looking for your review link to ask for more reviews? See how to find your Google review link.

Questions

Do I need to reply to every review?

It's the best habit. Replies show future customers that someone reads and cares, and a short thank-you to a 5-star review takes ten seconds.

How fast should I reply?

Within a few days. For a negative review, reply once you've calmed down and checked the facts, but don't leave it sitting for weeks.

Can I edit or delete my reply later?

Yes. You can change or remove your reply from your Business Profile at any time.

Can I get a bad review removed?

Only if it breaks Google's policies, for example spam, fake reviews or someone who was never a customer. You can report it, and Google decides. Otherwise, a calm reply is your best tool.

Should I mention the customer's name?

Their first name, as shown on the review, is fine. Never add details they didn't share publicly, like their address, job details or what they paid.

Written by George, founder of LaneFirst. Updated October 2026. Sources: Google Business Profile Help and Google's Maps content policy.

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We'll check how you show up on Google Maps, in reviews and in AI answers, compare you with the top 3 businesses near you, and send you a PDF with the 5 fixes that would bring you the most calls. Free, within 2 business days, no obligation.

What's in your free audit

  1. 1Your Google Maps ranking map. Where you show up for your top 5 searches across your service area, street by street, next to your top 3 competitors.
  2. 2Google profile scorecard. Categories, services, photos, hours, description and posts, with every missing or wrong item flagged.
  3. 3Reviews vs. your competitors. Your rating, review count and how many new reviews you've had in the last 90 days, side by side with the top 3.
  4. 4AI search check. What ChatGPT and Google's AI answer when someone asks for the best business like yours in your city, and whether you're named.
  5. 5Website check. Is it fast and easy to use on a phone, can people call or request a quote in one tap, and does it have pages for your services and towns? If you have no website, what a site should include.
  6. 6Listings check. Whether your name, address and phone match on Apple Maps, Bing, Yelp and the main directories for your trade.
  7. 7Your top 5 fixes, ranked by impact. Clear next steps, including the ones you can do yourself today.

5 to 7 pages, written in plain English. Yours to keep, whether or not you work with us.

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