For ranking Google Business Profile (GBP), reviews are mandatory. They are among the top three ranking factors that help Google algorithm to rank a business on local search. That’s why businesses and agencies are always looking for ways to get more and more 5-star reviews; which of course is a good thing.
But in this all strategy, there is one thing that goes unnoticeable for many businesses;
- how to respond to Google Reviews?
As often, while auditing GBPs I observed that either there is no response or if one is there, it is either too basic or too much optimized. There is no balance or we can say no strategy on how to respond to Google reviews.
In today’s guide, we are going to look at some of the tips through which we can make our response more professional, human and suited to the needs of our business. So let’s start:
Can I use AI to write my responses on Google?
If you are a local business and have a GBP, you definitely have come across this question. And you may have seen people saying that Google doesn’t like AI-based answers. It wants a pure authentic answer that is human based, right?
Well, for a moment, let’s forget what Google thinks, and think about yourself.
What you would like:
- Would you like your client writing an AI-assisted review? OR
- You like him to write what he really thinks about your service in his own words?
And more importantly,
If a new user is coming to your GBP or website, which response you would want him to see:
- An AI-generated feedback added by a real customer OR
- a real, non AI-sh review added by a real user?
Of course the latter one, right?
So if we prefer to have human written, real reviews shared as feedback then why look for AI to write responses for us!
This is what I think personally and if you still want to go with AI to write responses then it’s still OK!
Understanding “The Idea” behind responding to reviews:
Reviews are a ranking factor but are responses too? No, not specifically! They are ranking signals but do not directly affect rankings directly as far as I have seen!
Then, why are we focusing too much on responding to reviews?
Responding to reviews are essential because:
- They help build trust and credibility. It shows existing and new clients that you value their feedback and take pain in understanding their needs.
- Likewise, responding to reviews helps to foster better relationships with customers that results in repeated business and more referrals.
Review Response Examples:
Now before we lay down the strategies let us look at some of the review responses that I have observed in different niches so to understand what is there to take and what is there to improve. So let’s start:
Personal Injury Lawyer:
Personal injury lawyer is one of the areas where lives and money are always on the stake. The relationship between the client and the attorney is very crucial and so is the work. Now if a potential client is looking to hire your services, reviews are one of the few things that would have a huge impact.
But coupled with the response you have, a real connection that makes a huge difference. Just look in this example:
On the surface, this response looks totally fine but compare this feedback with the review from another law firm as we have here:
This is the difference I’m talking about.
Because this sort of response is one that connects the client with the patient and doesn’t go unnoticed when it comes to new clients as well. It tells that not only the client but the attorney was equally respectable and values you too!
Mental Health Services:
Mental Health services is one of the best niches when it comes to getting reviews. The clients are challenging and so is the process to get the reviews. But despite this, if you get a review and still fail to respond properly then it’s something that needs proper work.
For instance, if we look at the review shared below, everything looks fine:
But there are a lot of missed opportunities here. The client herself mentioned about her time and instead of responding generally the review should come from someone who has worked with her as we have seen in the above examples from personal injury lawyers of it may be a bit more connecting as like this one:
HVAC Services:
HVAC is a high-ticket niche and this is where a client can reach out to you multiple times and referrals are a great way to generate leads. As generally, we’ve seen that reviews are positive and clients are open to sharing their feedback as compared to the previous two niches we discussed but still I’ve seen dozens of competitors that fail to respond to reviews.
Now let us understand this with the help of an example. In the following review, we a simple one liner response:
Though it looks fine but we compare it with the example given below, we learn how to respond in a way that client loves:
Real Estate Services:
Again a high ticked niche with profit in $$$$. Referrals + Google reviews are main ways to get good leads. But again a response vs good response can make a lot of impact.
Now if we look at this response:
So What Makes a Great Google Review Response?
So what makes up a good a response. Here’s what we learned from the above discussion:
1. Acknowledge + Personalize
- Thank them by name (if available).
- Reference something specific from their review.
2. Appreciate + Reinforce Value
- Show gratitude for their trust.
- Reinforce what makes your service valuable (subtly align with your USP).
3. Human Touch + Connection
- Add a warm, empathetic note that shows personality.
- Relate to their experience (e.g., “We know how important fast service is when…”).
4. Invitation for Continuity
- Encourage future engagement, referrals, or staying in touch.
- If appropriate, offer help for next time.
5. Professional Closing
- End with brand consistency (team name, business name, or your own).
6-Point Quick “Plug & Play” Formula:
What if I make it more easy for you? Here’s the formula that consistently wins:
[Greet + Name] → [Thank + Specific Detail] → [Reinforce Value] → [Human Touch] → [Encourage Next Step] → [Closing]
Final Thoughts
Responding to reviews isn’t optional. It’s part of your local SEO strategy. And not all responses are equal. Make sure your response add values not some formal checklist that everyone follows!
Implement my 6-Point Quick “Plug & Play” Formula to enhance interaction and engagement with existing clients to generate recurring leads.
