Today, online reviews are the lifeblood of small and medium-sized businesses. Whether you run a café, a beauty salon, a plumbing service or a boutique store, your online reputation can make or break a customer’s decision to choose you. A strong presence across Google, Facebook and review platforms helps build trust, improve SEO rankings and drive new business.
But how do you get more reviews, and how should you respond to them – both the glowing 5-star ones and the tough 1-star feedback? Here’s your complete guide.
How do I reply back to a good review?
Positive reviews are powerful — they boost your credibility and show future customers what they can expect.
When replying to a good review:
- Be prompt: Aim to respond within a few days to show you’re active and engaged
- Personalise your response: Use their name and reference something specific they mentioned
- Say thank you genuinely: Keep it friendly and sincere
- Invite them back: Encourage a return visit or point them to something new they might love.
Example reply:
‘Hi Sarah, thank you so much for your kind words! We’re thrilled you loved our new brunch menu. We can’t wait to welcome you back soon – keep an eye out for our new seasonal specials!’
RELATED: Cut and paste templates to help you reply to reviews.
How to reply to a 1-star review?
Receiving a 1-star review can be tough, but it’s also a chance to turn the situation around and show that you genuinely care about customer experiences.
When replying:
- Stay calm and professional: Avoid getting defensive
- Acknowledge their feedback: Validate their experience even if you disagree
- Apologise sincerely: A simple ‘We’re sorry you had this experience’ goes a long way
- Take the conversation offline: Invite them to contact you directly to resolve the issue.
Example reply:
‘Hi James, we’re really sorry to hear about your experience. We appreciate your feedback and would love the opportunity to make things right. Please reach out to us at [email] or [phone number] so we can discuss this further.’
Tip: Every response is a chance to show potential customers that you’re committed to improvement and customer care.
RELATED: What to do if you get a fake business review.
How do I get people to review my business?
The more convenient and natural you make it, the more reviews you’ll receive.
- Ask at the right moment: Right after a positive interaction is ideal
- Send a follow-up email or SMS: Include a direct link to your review page
- Use a QR code: Create a simple QR code that links straight to your Google review page. Place it on receipts, business cards, at the counter or even on service vehicles This guide from Google’s Business Profile Support page shows you step-by-step how to generate this QR code and link it to your Google Business Profile review page.
- Post reminders on social media: Encourage happy customers to share their experiences.
Tip: Customers are busy — make it as easy as possible for them to leave a review in just a few clicks.
How do you ask for a business review?
It doesn’t have to be complicated — in fact, the more personal and straightforward, the better.
Some examples:
- In-person: ‘We’d love to hear your feedback — a quick review would mean the world to us!’
- Email/SMS: ‘Thanks for visiting [Business name]! We’d really appreciate your feedback. Please leave us a review here: [link].’
- Social media: ‘Have we helped you recently? Share your experience and help others discover [Business name]!’
How to get a lot of reviews?
Consistency is key to building up a strong bank of reviews.
- Deliver outstanding service: Happy customers = more reviews
- Ask consistently: Make asking for reviews part of your everyday process
- Automate it: Use tools or CRM systems to automatically follow up after a service or sale
- Celebrate reviews: Share positive reviews on your social channels to encourage others
- Stay authentic: Focus on genuine customer feedback — avoid incentivising or buying reviews.
Over time, this approach will build a powerful and trustworthy online reputation that drives new business.
RELATED: How to leverage business reviews for SEO.
Managing reviews across Google, Facebook and other platforms.
While the fundamentals of asking for and responding to reviews are similar across platforms, there are some subtle differences worth knowing:
- Google reviews: These are crucial for SEO and ‘near me’ search results. You can create a direct link or QR code that sends customers straight to your Google Review page — making it quick and easy for them to leave feedback.
- Facebook reviews: Facebook ‘Recommendations’ allow users to rate and comment. These reviews are often shared with their wider network, offering valuable word-of-mouth exposure.
- Other platforms (like Yelp, TripAdvisor, Trustpilot): Each has its own review guidelines. Make sure you’re familiar with platform-specific policies, especially around incentives and responses.
Tip: Wherever you ask for reviews, make sure the process is seamless — the fewer clicks it takes, the better!
Need help managing your reviews? Thryv makes it easy.
Managing multiple review platforms, keeping up with responses, and consistently asking customers for feedback can feel overwhelming.
That’s where Thryv’s Review Management tool can help.
Thryv Review Management simplifies the entire process by:
- Collecting reviews from multiple platforms in one place, for easy oversight
- Notifying you of new reviews instantly, so you can respond quickly and professionally
- Making it easy to request new reviews from your customers through SMS, email or QR code links
- Helping boost your online reputation by showcasing positive feedback across Google, Facebook and more.
By using Thryv, you can take full control of your online reputation without spending hours each week manually checking multiple platforms. It’s a smarter, more efficient way to build trust, attract new customers and grow your business.
👉 Learn more about Thryv Review Management here.
Final thoughts.
Building a strong online reputation doesn’t happen overnight — but with a consistent, thoughtful approach, you can create a powerful presence that sets you apart. Every review is an opportunity to strengthen your brand, build relationships and show your commitment to excellence.
Start simple, stay consistent and remember: every happy customer is a potential advocate for your business.
