How to reply to a positive review from a regular customer

A regular praising you again is the easiest review to reply to, and the easiest to overdo. Keep it short, sound glad to see them, and stick to what they actually wrote. Leave out anything about their habits, their name or a reward.

What to say

• Thank them plainly. A simple “thank you” does the job. You don’t need three lines of gratitude, just one that sounds like you mean it.
• Pick up their own words. If they said “honest and fair”, say you’re pleased it came across that way. It shows a person read the review, which is the whole point of replying.
• Say you’re glad to see them again. That’s fine, and it’s warm without being nosy. It doesn’t tell the public anything new about them.
• Keep it short. Google’s own tips say to keep replies short, polite and professional. Two or three sentences is plenty.
• Say it’s open house, if you like. You can invite them to get in touch by phone, email or in person, but only if it fits. It isn’t required.

What not to say

• Anything about how often they visit or what they buy. They said “ten years” or “third car”, fine. Don’t add “every Sunday” or “the usual” if they didn’t say it themselves. Replies are public.
• Their full name or any private detail. Google says not to share a reviewer’s private information. Stick to what’s in the review.
• A reward, discount or freebie. “Your next coffee is on us” looks like an incentive, and businesses must not offer those in connection with reviews. Replies also shouldn’t be used to offer deals or promotions.
• A request for another review, or a review somewhere else. They’ve already done it. Asking again reads as pushy and can look like pressure.

Example replies

Butcher, Sunday joint

Fictional example. The review says: “Been buying our Sunday joint here for ten years, never had a bad one.” 5 stars. The business has no other facts to add.

Thank you, that’s lovely to read. Ten years is a long time, and we’re really pleased the joint has never let you down. Glad to see you again whenever you’re passing.

Sam

Mechanic, third car

Fictional example. The review says: “Third car they’ve looked after for us. Honest and fair every time.” 5 stars. The owner is Kev.

Thanks very much. Three cars is a real compliment, and we’re glad you feel we’ve been honest and fair with you. Always good to see you again.

Kev

Questions people ask

Can I reply with a thank-you and nothing else?

Yes. A short, polite thank-you is exactly what Google's tips describe. If the review is brief, a brief reply suits it. You can add a line echoing something they said, but you don't have to. Plain and sincere beats long and gushing.

Is it okay to say I'm glad to see them again?

Yes, as long as it stays general. "Glad to see you again" is friendly and reveals nothing they didn't already say. What you want to avoid is details they haven't shared publicly, such as how often they come in or what they usually order.

Can I offer a discount to a loyal customer who reviewed us?

Not in the reply. Google says businesses must not offer incentives such as discounts or free goods for posting, changing or removing a review, and replies shouldn't be used for deals or promotions. Keep the reply as a thank-you and leave the offers out of it.

Do I need anything set up before I can reply?

Yes. You have to verify your Business Profile first. After that, replies are public and show as the business, not a personal name. Google checks them against its content policies before posting, usually within 10 minutes, though it can take longer.