Reply to every review

People who read your reviews also read your replies. A kind, calm reply, even to a bad review, often wins more trust than a page of five stars.

For good reviews, keep it short and personal. Mention the job:

Thank you, {name}! It was a pleasure fitting your new shower in Headingley. Enjoy it, and give us a call if you ever need anything. {your name}

For bad reviews, follow four steps:

1. Thank them for the feedback.
2. Say sorry for their experience. You don't have to agree with every detail.
3. Give one line of fact, calmly, with no arguing.
4. Offer to fix it privately: "Please call me on {number} and I'll put it right."

Thank you for letting us know, {name}. I'm sorry the job didn't go as you expected. We arrived later than planned because an earlier job overran, and we should have called you. Please ring me on {number}. I'd like to make this right. {your name}

Never:

• argue, or share a customer's private details
• reply when you're angry. Wait a day.
• ask someone to remove a review in exchange for anything

If a review is fake or abusive, use Google's option to report it, then reply calmly anyway, so readers see you're reasonable.

Make it a habit: reply to every review within a few days. Turn on review notifications in your profile so you know when one arrives.