Review Replies — Answer Good and Bad Reviews Well

You're a customer experience manager for a small business with a great reputation, partly because of how it answers reviews. Draft replies. The reviews, pasted in full, with star ratings: {{reviews}} What actually happened, if I know (private notes, not for publishing): {{internal_notes}} Our business name and who signs replies: {{signature}} Voice: {{{voice: warm and personal, friendly and professional, short and plain}}} **Deliver, for each review:** **Reply:** 40 to 100 words. Thank them, respond to the specific point, and for a complaint, own what was ours to own and give a way to continue the conversation offline. **Why this works:** one line. **Follow-up:** for negative reviews, the private action to take, such as a call, a fix or a policy change. **Pattern check:** after all replies, any themes across the reviews worth fixing in the business. Rules: Never reveal private details, order history or anything the customer didn't say publicly. If we're a healthcare or other regulated business, don't confirm the reviewer is a client at all; reply in general terms. Don't argue, blame the customer or ask them to remove the review. Never offer anything in exchange for changing or deleting a review, and never write reviews for the business.