Front Desk Playbook

How to reply to a bad review

Wait until you're calm. Reply in public in two or three sentences, take the details offline and never argue the facts in front of everyone.

Should I reply to every review?

Yes, good and bad. In BrightLocal's 2026 survey, 80% of US consumers said they're more likely to use a business that responds to every review. Never threaten a reviewer: the FTC's review rule bans baseless legal threats and intimidation to get a review taken down.

A fair complaint

Thank you for telling us, Jordan. You're right that we ran late, and I'm sorry it cost you part of your afternoon. I'd like to make it right. Please call me at the shop.

A complaint you think is unfair

I'm sorry the visit didn't go the way you hoped. I'd like to understand what happened. Please call me directly so we can talk it through.

Someone who was never a customer

We can't find a record of working with you, and we'd like to understand. Please call us so we can look into it.

Then flag the review from your Business Profile, since reviews from people who were never customers break Google's rules.

Health and therapy practices

Don't confirm that the reviewer was your client or patient, and don't mention anything about their visit, even if they did. If you're covered by HIPAA or your licensing board's privacy rules, they apply to your replies too. Keep it general.

We take every concern seriously and want everyone to have a good experience with us. Please call the office so we can talk.

Questions owners ask

Should I reply to every bad review?

Yes, briefly. Future customers will read it. A calm answer tells them how you treat people when something goes wrong.

Can I get a bad review removed?

Only if it breaks Google's rules, for example if it's from someone who was never a customer or it's abusive. You can flag it from your Business Profile. An honest bad review usually stays.

Sources

  1. Local Consumer Review Survey 2026 BrightLocal Checked
  2. 16 CFR 465.7: Review suppression Legal Information Institute, Cornell Law School Checked
  3. Prohibited and restricted content (Maps user contributed content policy) Google Checked

Updated 3 November 2026