Quick answer
Respond to every review — positive and negative. Thank positive reviewers by name. For negative reviews, acknowledge the issue, apologize, and offer to resolve it offline.
Responding to reviews does two things: it shows future customers you care, and it signals to Google that your business is actively managed. For positive reviews: 'Thank you [Name]! We're glad you enjoyed [specific thing they mentioned]. Looking forward to seeing you again.' For negative reviews: Never argue publicly. Acknowledge their frustration, apologize for the experience, and provide a way to resolve it privately: 'We're sorry this happened, [Name]. Please reach out to us at [email/phone] so we can make it right.' Google has confirmed that responding to reviews improves your local ranking because it increases engagement and trust signals.
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