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Got a 1-star review? Here's how to answer it.
Don't ignore it and don't fire back. The next customer reads your reply more closely than the review. Here are 3 short replies you can copy.
The 2-minute fix
A 1-star review sitting there with no answer looks worse than the review itself. The next customer reads both: what they said, and whether you cared enough to reply. Google tells business owners to respond to reviews, and lists reviews and ratings as part of how well-known your business looks.
Before you type a word
- Wait until you're calm. Never reply angry.
- Keep it short. You're writing for the next customer, not winning the argument.
- No customer details, job prices or blame in public.
- Move it offline: give a phone number and your name.
3 replies you can copy
When they're right (you messed up)
Hi [Name], thank you for telling us. You're right: [the specific thing] wasn't the standard we hold ourselves to. I'd like to make it right. Please call me directly at [phone] and ask for [your name].
[Your name], Owner
When it's a misunderstanding
Hi [Name], I'm sorry the job left you frustrated. I looked into it: [one plain fact, no blame]. I'd still like to talk it through and see what we can do. Call me directly at [phone].
[Your name], Owner
When you don't recognize them
Hi [Name], I take every review seriously, but I can't find a job under this name in our records. If we did work for you, please call me at [phone] so I can look into it personally.
[Your name], Owner
Then do this
- Answer every review from the last 6 months, good ones too.
- Ask your last 10 happy customers for a review. New good reviews push the bad one down.
Why I'm telling you this
I ran my own construction company for over 20 years. Good work isn't enough if the customer can't find you, or can't reach you, when they're ready to call. Now I help local businesses fix exactly that.
Quick answers
Should I reply to a bad Google review?
Yes. Google tells business owners to respond to reviews, and future customers read your reply as much as the review.
Can I get a bad review removed?
Only if it breaks Google's review policies, for example spam or fake reviews. An honest bad review usually stays, so answer it well.
What should I never say in a reply?
Don't argue, don't share customer details or prices, and don't blame the customer. Keep it short and take it offline.
Source
General advice, not legal advice. Built by a Gen Xer with AI, for Gen Xers.