Asking for a review and responding to feedback belong in the same routine. Give customers room to describe their actual experience, then read what they wrote before replying.
This guide concerns Google reviews. We checked official guidance on October 1, 2026. All request and reply examples below are fictional writing examples, not real customer reviews or published responses. Check the separate rules of any other platform you use.
Ask for the experience, not a particular rating
Google’s review guidance prohibits offering free items, discounts or other incentives for posting, changing or removing reviews. Its Maps content policy also disallows selectively requesting positive reviews, pressuring customers to write on the premises and requesting specific content.
Set a simple rule for your team, such as offering one invitation after a completed service. Base it on a real experience rather than choosing who receives the Google link according to their satisfaction. Leave the decision to write, and the wording, to the customer.
This example could go on a small in-store card. Add your actual review link or QR code separately.
Thank you for visiting. If you would like to share your experience in a Google review, it can help other customers plan their visit. You are welcome to write whenever it suits you.
Do not add a rating condition or gift to the invitation. Help customers find the review screen rather than writing the review for them.
Check that the review link belongs to your branch
Google’s link and QR code instructions describe the path Read reviews → Get more reviews in your Business Profile. Copy the link there. The guidance currently says review QR codes can be generated in a computer browser.
Before printing, open the link or scan the code with a phone. Confirm the business name and branch, and check that customers can find the intended screen. You do not need to submit an actual review to test the destination.
Agree with staff on where and how to offer the invitation. One option is an optional card at the checkout, without watching customers write or asking them to show a completed review. When replacing a printed card, check for old links still in use.
Reply using only the experience the customer described
The Google review management guide says businesses must be verified before replying. Replies are reviewed before appearing publicly. After posting, check that your response appears under the intended review.
Use the language of the customer’s original review and your business’s usual tone. Mention only products or experiences the customer actually described. These are fictional examples written for this guide.
A customer praises a specific experience
Fictional review: “The soup was warm, and the staff explained the menu clearly.”
Thank you for the kind words about the soup and the menu explanation. We appreciate you sharing your experience with us.
A rating has no written review
Fictional situation: A positive rating includes no description of the order or visit.
Thank you for taking the time to leave a rating.
Do not invent an order, a family visit or praise for a staff member. For a low rating without text, acknowledge that the experience did not meet expectations without guessing what happened.
Praise and a complaint appear together
Fictional review: “I liked my haircut, but I waited well past my appointment time.”
We’re glad you liked your haircut, and we’re sorry you had to wait past your appointment time. Thank you for telling us what worked and what was frustrating.
This reply does not promise an unconfirmed refund, staff training or a guarantee that it will never happen again. If a corrective action has actually been completed, confirm it with the responsible person before adding that detail.
Separate a complaint from grounds for reporting a review
Start with the specific problem the customer describes. If an incident needs investigation, check the facts internally rather than reaching a public conclusion. When a private contact route is useful, use an official channel your business actually operates.
Google’s reply guidance advises protecting privacy and avoiding personal attacks. Do not include a customer’s phone number, order or appointment records, or medical details. Even when a reviewer has shared something themselves, you do not need to reconstruct the incident with additional private information.
Disagreeing with a review does not make it eligible for removal. The official reporting instructions explain that removal is for policy violations. If reporting is appropriate, identify the reason and check the outcome. Removal or a changed rating cannot be promised.
Recurring questions can help you improve your information. Compare questions about waiting after an appointment time or finding the pickup point with your actual process. Once confirmed, update the relevant profile and website information.
Read through these six checks before posting
Your selections are not saved to a server or submitted. Adapt any example to the specific review and the actual situation at your business.
Rather than repeating one thank-you message, start with reviews where you have something relevant to say. To improve the website inquiry process too, see our guide to turning visits into inquiries.
References
- Google’s review guidance
- Maps content policy
- link and QR code instructions
- Google review management guide
- official reporting instructions
Based on sources checked Oct 1, 2026. Platform guidance and features may change.
