# Review Response Templates — Local Service Businesses

Templates for responding to Google reviews. Personalize before sending — Google's systems detect copy-paste responses and reduce their ranking value.

**Rules:**
- Respond to 100% of reviews within 48 hours
- Never argue, never reveal customer details, never offer refunds/discounts in public
- Keep positive responses 2-4 sentences; negative responses 3-5 sentences
- Include the business name and neighborhood when relevant (helps local SEO)

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## Positive Reviews (4-5 Stars)

### Template: Generic 5-Star

> Thank you, [Name]! We're glad the [service] went smoothly. Same-day availability is something we work hard to maintain for [City] residents. We appreciate you taking the time to share your experience — [Your Name], [Business Name]

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### Template: Mentions Specific Technician

> Thank you for the kind words about [Technician Name], [Name] — we'll pass them along. Our technicians take pride in explaining what they find and what they fix. We look forward to being your go-to appliance repair team in [Neighborhood]. — [Your Name], [Business Name]

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### Template: Mentions Fast / Same-Day Service

> So glad we could make it out quickly, [Name]! A broken [appliance] can't wait, so we keep our schedule flexible for same-day calls in [City]. We'll be here whenever you need us. — [Your Name], [Business Name]

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### Template: Mentions Pricing / Good Value

> Thank you, [Name]. We believe in upfront pricing before any work starts — no surprises. Glad it matched your expectations. We appreciate your trust and hope to help again if anything comes up. — [Your Name], [Business Name]

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### Template: Mentions Warranty / Reliability

> We're happy to hear everything is still running perfectly, [Name]! Our 90-day parts and labor warranty exists for exactly this reason — peace of mind. Don't hesitate to reach out if you ever need us. — [Your Name], [Business Name]

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### Template: Appliance-Specific — Washer

> Thank you, [Name]! Washer issues always feel urgent with laundry piling up. Glad we could diagnose and fix the problem in one visit. We service all major brands in [Neighborhood] — Samsung, LG, Whirlpool, and more. — [Your Name], [Business Name]

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### Template: Appliance-Specific — Refrigerator

> Thank you for the review, [Name]! Refrigerator repairs are time-sensitive and we take them seriously. Glad we kept your food safe and the repair straightforward. We're always here for [Neighborhood] residents. — [Your Name], [Business Name]

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### Template: Appliance-Specific — Dryer

> Appreciate the review, [Name]! A dryer that won't heat or spin is a real inconvenience. Happy we got it sorted quickly. We'll be here whenever you need us in [City]. — [Your Name], [Business Name]

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### Template: Appliance-Specific — Dishwasher

> Thank you, [Name]! Dishwasher repairs can be tricky but our technicians work with all major brands. Glad we got yours back in service quickly. We appreciate you choosing [Business Name] in [City]. — [Your Name], [Business Name]

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### Template: Appliance-Specific — Oven / Range

> Thank you for the kind words, [Name]! Oven and range repairs require careful diagnostics — we're glad our technician found and fixed the issue efficiently. Enjoy cooking again! — [Your Name], [Business Name]

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## Neutral Reviews (3 Stars)

### Template: No Specific Complaint, Mixed Tone

> Thank you for the feedback, [Name]. We're glad the repair got done but we're always looking to improve. If there's something specific we could have done better, we'd love to hear — please reach out at [phone/email]. We take every experience seriously. — [Your Name], [Business Name]

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### Template: Mentions Wait Time

> Thank you for the honest feedback, [Name]. We understand that waiting for a repair is frustrating, especially when an appliance you rely on is out of service. We've been working on our scheduling to reduce wait times. We'd appreciate the chance to earn a better experience next time. — [Your Name], [Business Name]

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### Template: Mentions Pricing (Neutral/Surprised)

> Thank you for taking the time to review us, [Name]. We always provide a written estimate before any work begins, and we aim to be transparent about parts and labor costs. If anything was unclear about the pricing, please reach out directly — we're happy to go through it with you. — [Your Name], [Business Name]

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## Negative Reviews (1-2 Stars)

**Critical rule:** Never argue. Never repeat the customer's complaint (it gets indexed by Google). Acknowledge, apologize, take offline.

### Template: Generic Negative — Unknown Issue

> We're sorry your experience didn't meet your expectations, [Name]. That's not the standard we hold ourselves to. Please contact us directly at [phone or email] so we can understand what happened and make it right. — [Your Name], [Business Name]

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### Template: Repair Did Not Fix the Problem

> We apologize that the issue wasn't fully resolved, [Name]. Our repairs are backed by a 90-day warranty for exactly this reason. Please call us at [phone] so we can schedule a follow-up visit at no additional charge. We want to make this right. — [Your Name], [Business Name]

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### Template: Technician Conduct / Professionalism

> We're sorry to hear this, [Name]. The behavior you describe is not what we expect from our team. We take this seriously and would like to speak with you directly. Please reach out at [phone or email] so we can address this properly. — [Your Name], [Business Name]

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### Template: Pricing Dispute

> We're sorry the cost was unexpected, [Name]. Our policy is to provide a written estimate before starting any work, and we stand behind our pricing. We'd welcome the chance to review the details with you directly — please call us at [phone]. — [Your Name], [Business Name]

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### Template: No-Show / Late Arrival

> We sincerely apologize for the scheduling issue, [Name]. Missing or delaying an appointment is unacceptable, especially when you've taken time out of your day. Please contact us at [phone or email] and we will make this right with priority scheduling. — [Your Name], [Business Name]

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### Template: Damage to Property Claim

> We take this concern very seriously, [Name]. All our technicians are fully insured and we have a process for addressing any damage that occurs during a service call. Please contact us directly at [phone or email] so we can review this with you right away. — [Your Name], [Business Name]

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### Template: Review Appears to Be Spam / Wrong Business

> Thank you for bringing this to our attention. We don't have any record of a service call that matches your description. It's possible this review may be intended for a different business. If you did use our services and experienced an issue, please call us at [phone] — we'd like to resolve it. — [Your Name], [Business Name]

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## Review Request Templates

Use these after completing a successful job to ask for a review.

### Text / SMS (short)

> Hi [Name], thanks for choosing [Business Name] today! If you have 2 minutes, a Google review would mean a lot to us: [short link]. — [Technician Name]

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### Email (post-job follow-up)

**Subject:** How did your [appliance] repair go, [Name]?

> Hi [Name],
>
> Thank you for choosing [Business Name] for your [appliance] repair. We hope everything is working perfectly.
>
> If you have a moment, we'd really appreciate a Google review — it helps local homeowners find reliable repair services:
>
> [Google Review Link]
>
> And if anything came up with the repair, please call us at [phone]. Our 90-day warranty covers parts and labor.
>
> Thank you,
> [Your Name]
> [Business Name]

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## Quick-Reference: Response Length by Star Rating

| Rating | Recommended Length | Tone |
|---|---|---|
| 5 stars | 2-3 sentences | Warm, brief, personal |
| 4 stars | 2-3 sentences | Grateful, invite back |
| 3 stars | 3-4 sentences | Appreciative, offer to improve |
| 2 stars | 3-5 sentences | Calm, apologetic, take offline |
| 1 star | 3-5 sentences | Calm, apologetic, take offline |

**Never:**
- Copy-paste the same response to multiple reviews
- Include keywords just for SEO in review responses (reads as inauthentic)
- Respond while emotional — write the draft, wait 30 minutes, then send
- Offer refunds, discounts, or freebies in a public response (sets a precedent)
