BlixtflowA bad review is read by a hundred people who were never there. Your reply is for them, not just for the person who wrote it. Keep it short, factual and friendly.
Three templates that work
- Template 1 – when you were wrongThank them, apologise without a “but”, and say what you changed.
- Template 2 – when it is a misunderstandingExplain calmly and offer to take it privately.
- Template 3 – when the review is unfairReply anyway, briefly and politely, and ask the person to contact you.
What you should never do
- Never write in anger.
- Never reveal customer details.
- Never discuss specifics in public.
Reply within a day – silence reads as if it were true.
Get happy customers to leave reviews
Happy customers leave reviews when it is easy: an SMS with the link right after the visit, sent from the same system that booked the appointment.