1. Thank the client and be specific.

Ensure the reviewer knows a real person is behind the reply by thanking them for something specific they said, even repeating it back. “Thanks for leaving a review and mentioning our receptionist, Jodi. You’re right, she is always smiling.”

2. Use the business name and keywords.

Connecting your business name to the good review will help it appear in search results.

“The team here at (Your Business Name) is thrilled to hear such good feedback and we are proud to be one of the friendliest (your business type) in (your city name).”

3. Add a little marketing.

Your reply is public and will be read by others, including future customers. While you have the exposure and the audience, throw in some marketing! Mention a behind-the-scenes reason they had a great experience, or a new feature or promotion. “Did you know we’re now open on Saturday mornings?”

4. Invite the client to do something.

Ask the client to return, use another service or spread the word. “Next time you’re here you should try (insert product here)!” “We hope to see you again soon – and bring a friend!”

How to respond to a good review (4 steps)