To respond to Google reviews, sign into your Business Profile at business.google.com. Select your location if you manage multiple. Click on “Reviews” in the left menu. You will see all your reviews listed. Click “Reply” under any review to write your response.
Responding to positive reviews is straightforward: thank the customer, mention something specific from their review if possible, and invite them back. Keep it brief and genuine. Generic “Thanks for your review!” responses add little value.
Responding to negative reviews requires more care. Acknowledge the experience the customer described without being defensive. Take responsibility where appropriate. Offer a specific path to resolution, such as asking them to contact you directly to discuss the issue. Keep the tone professional regardless of how the review is worded. Your response is as much for future customers reading the exchange as it is for the reviewer.
Speed matters. A response within 24 to 48 hours of a negative review signals that the business monitors feedback and acts on it. A response after three weeks, while better than no response, does not carry the same credibility signal.
For multi-location brands, ensuring every review across every location gets a response within a defined window requires a system that routes review alerts to the right people and tracks whether responses have been posted.
See how Locus Intelligence manages this across your dealer network in 30 days.