Lesson 3 of 5 · Replies
Reply to every review
What it is
Thank positive reviewers by name and mention the job; respond calmly and specifically to negative ones.
Why it matters
Future customers read your replies to judge how you treat people.
✓ Good example
'Thanks Linda — glad the new water heater in North Canton is keeping up with the family! — Maple Leaf Plumbing & Heating'
✗ Common mistake
Ignoring a one-star review or arguing with it.
Try it: pick the best reply
Review: "Mike came out same day and replaced our water heater. Super tidy!" — Jen, ★★★★★
You pass when: Every review from the last 3 months has a reply.