Read before replying
Identify the issue raised in the review. Keep the public reply calm, relevant and specific to the feedback instead of copying a promotional message.
Protect privacy
Avoid publishing customer records, contact details or private conversations. If the issue needs personal details, invite the customer to contact the business through a normal private channel.
Explain what you can do
Acknowledge a mistake when appropriate and describe the next step you can actually take. Do not bargain for a changed rating. If the review appears to violate Google policy, use Google’s reporting process rather than assuming any negative review qualifies for removal.
Official sources
Google: tips for customer reviews and replies · Google Maps contribution policy
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