How to respond to a negative Google review (with examples)
The reply to a bad review is not really for the reviewer. It is for the hundred people who read it afterwards while deciding whether to use you.
The structure that works
- Thank them for the feedback, without grovelling
- Acknowledge the specific problem, in their words, not corporate ones
- Say what you have done or will do about it
- Offer a direct route to finish the conversation privately
Something like: "Thanks for flagging this. A missed appointment is frustrating and not the standard we work to. We have changed how confirmations go out so this does not repeat. If you would like us to put it right, call me directly." Four sentences. Specific, human, finished.
What never to say
Do not argue the facts in public, even when the reviewer is wrong. Do not blame a staff member by name. Do not paste the same apology under every review, because readers notice and it reads as insincere. And never reveal details about the customer; that can breach data protection rules and always looks vindictive.
Timing
Reply within a working day or two. A fast, decent reply signals an attentive business; a reply eight months later signals the opposite, and by then the reader has already chosen someone else.
When the review is fake
If a review is not from a genuine customer, reply briefly and factually, then report it through the platform. Keep the public reply measured either way; readers cannot tell who is right, only who sounds reasonable.
MyView watches every mention of your brand and tells you what needs a reply.
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