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How to respond to a negative Google review
Last updated: Oct 2026
Google changes its screens from time to time. These steps match what we saw in Oct 2026.
Why reply
the person who left it may not change their mind. The next 50 people who read it will judge how you answered.
Reply in 3 sentences
- Thank them, and say you're sorry about their experience. Don't argue the details.
- Show you take it seriously: "This isn't the standard we hold ourselves to."
- Take it offline: "Please call me at [phone], I'd like to make it right." Sign with your first name.
Never
share any detail about the customer or their visit, blame them, offer money in public, or reply in anger the same day.
For health and wellness practices
never confirm in a reply that the person is your patient or client, and never mention their treatment. Keep the reply general.
Where to click
- sign in, search your business name, open "Reviews", then "Reply" under the review.
Questions owners ask
Should I reply to every review?
Yes, the good ones too, briefly. It shows you're listening.
Can I edit my reply later?
Yes, from the same place.
Can you write replies for me?
Yes. We draft them in your voice, and you approve each one before it's posted.
Related
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