How to reply to Google reviews: 12 examples for Australian small businesses

When someone searches for a business like yours, your Google reviews are often the first thing they read, and your replies sit right under them. A good reply thanks the person who wrote it, but it’s really written for the next customer reading over their shoulder.

Here’s how to answer every kind of review, with examples you can adapt.

Why replying matters

• New customers read your replies. A calm, helpful answer to a complaint can reassure someone more than another five-star review.
• It shows you’re open and paying attention. A profile full of unanswered reviews looks unattended.
• It brings people back. Someone who had a rough experience and got a genuine reply is far more likely to give you another go.

The simple formula

1. Thank them, by name if it’s shown.
2. Mention something specific from their review, so it’s clearly not a copy-paste.
3. Add one useful line: an invitation back, a tip, or what you’re doing about a problem.
4. Sign off as a person, not “The Management”.

Keep it to two to four sentences. Long replies read as defensive.

Replies to five-star reviews

1. The general thank-you

Thanks so much, Priya! We’re really glad the new filter is running quietly. Enjoy the tank, and say hi next time you’re in. — Sam

2. When they mention a staff member

Thanks for the lovely words, Tom. I’ll make sure Jess sees this, she’ll be thrilled. See you at the next service! — Mel

3. A first-time customer

Welcome aboard, Aisha, and thanks for taking the time to leave a review. If you need anything at all, just text us on the number on your receipt. — Dan

4. A loyal regular

Ten years and still coming back, Bob! Thank you. It’s customers like you who keep the doors open. — The team at Reef & Fin

Replies to four-star and mixed reviews

5. Happy, with a small gripe

Thanks, Chloe. Glad you loved the cut, and you’re right that the wait was longer than it should have been on Saturday. We’ve added another stylist on weekends, so it should be quicker next time. — Lena

6. Price feedback

Thanks for the honest review, Marcus. We price on quality parts and a 12-month warranty, but we hear you, and we’re always happy to talk through options before we start a job. — Chris

7. Stars with no words

Thanks for the five stars, Wei! We appreciate you taking a moment to leave a rating.

Replies to negative reviews

The goal isn’t to win the argument. It’s to show the next reader that you take problems seriously, and to move the conversation somewhere you can actually fix it.

8. A genuine mistake

Hi Laura, I’m sorry. Sending the wrong size was our mistake, and having to wait another week isn’t good enough. I’ve sent you a text so we can get the right one out today. — Nick, owner

9. A slow reply or missed call

Hi Raj, you’re right, and I apologise. We missed your calls during a busy weekend. We now text back every missed call, but that doesn’t fix your experience, so please call me directly on the number on our website. — Anna

10. Something you don’t recognise

Hi Jordan, I’m sorry to read this, but I can’t find a booking or order under your name. Could you text us the date and details so we can look into it properly? — Ben

11. A rude or unfair review

Thanks for your feedback, Kevin. We’re sorry the visit didn’t meet your expectations. We’d genuinely like to understand what happened, so please get in touch on the number on our website. — The team

12. After you’ve fixed it

Thanks for giving us the chance to make it right, Laura, and for updating your review. Enjoy the new tank stand! — Nick

What never to write

• Arguments or sarcasm. Even when the review is unfair, readers side with the calm one.
• Private details. Don’t mention what someone bought, their health, their address or anything they didn’t share themselves.
• Rewards for reviews. Don’t offer discounts or gifts in exchange for reviews or for changing one; it breaks Google’s rules.
• The same reply on every review. Google readers spot it instantly.

Fake or abusive reviews

If a review breaks Google’s policies (spam, hate speech, conflicts of interest, or someone who was never a customer), you can report it from your Google Business Profile. Reply calmly anyway while you wait, so readers see your side.

Making it a habit

The hard part isn’t writing one good reply. It’s doing it every time, on a busy week.

• Answer from where you already work. In Colvy, new Google reviews arrive in the same inbox as your texts, Instagram messages and emails.
• Let AI draft, you approve. Colvy’s Reputation Agent writes a reply in your tone for each review; you can let it post replies to happy reviews on its own and keep anything negative for a person.
• Ask for reviews at the right moment. A short text after an order, booking or finished job, with a direct link, brings in far more reviews than a sign at the counter.

See how Colvy handles reviews or start free.