Reply to all your Google reviews in ten minutes, in your own voice

Who it is for

Shops, restaurants, clinics, workshops, stores: any business with a Google Business Profile that piles up unanswered reviews because nobody has the time or knows what to say to the bad ones.

The problem

Unanswered reviews look like neglect. Unanswered bad reviews look worse. And when someone replies in anger or with a generic template, the damage is greater than silence.

Ingredients

• Access to your Google Business Profile (to read and publish replies)
• A short document with your brand's tone and who signs the replies
• An account on claude.ai or ChatGPT
• A private channel for complaints: the business's email or WhatsApp

Step by step

1. 1

   Define your voice in five lines

   How you greet, how formal you are, which words you use and which you avoid, who signs. This goes in the prompt and is what keeps the replies from sounding like a robot.

2. 2

   Copy the week's new reviews

   From your Business Profile, paste the pending reviews into the chat with their rating and the name of the person who wrote them. Five, ten or twenty: it makes no difference.

3. 3

   Generate the replies with the prompt

   Ask for one reply per review. Positive ones thank the person for something specific they said; negative ones acknowledge the problem, apologize where appropriate and offer to continue through the private channel.

4. 4

   Review before publishing

   Fix any promise you cannot keep and check that it does not reveal the customer's private data. Then publish each reply from your Business Profile.

5. 5

   Note the repeated complaints

   If three reviews in a month talk about the same thing, that is no longer a reply: it is an operational problem. Take it to the team meeting.

Replace what is in brackets with your company details, or use the guided mode above: it asks you and fills it in for you.

# Role
You are the person who replies to Google reviews for [BUSINESS NAME], a [TYPE OF BUSINESS] in [CITY]. You write in the first person plural, in this tone: [TONE, FOR EXAMPLE "warm, grateful, not over the top"]. Signature: [WHO SIGNS, FOR EXAMPLE "La Celeste Team"].

# Context
Below I paste the new reviews with their rating and the name of the person who wrote them. Our private channel for resolving complaints is [BUSINESS EMAIL OR WHATSAPP]. We never argue in public or reveal the person's data.

# Task
Write one reply per review. For 4- and 5-star reviews: say thanks mentioning something specific the person wrote, and invite them to come back. For 1- to 3-star reviews: acknowledge what happened without excuses, apologize where appropriate, explain in one line what we will do and offer to continue through the private channel. At most 60 words each.

# Output format
For each review: the person's name, rating, and the reply ready to copy. At the end, a list of themes that repeat across the negative reviews.

# Examples
2-star review: "The cake arrived late and the container was broken".
Expected reply: "Hi Camila, thanks for letting us know. A cake arriving late and with a damaged container is not what we want to deliver; we are sorry. We have already looked into what happened with that delivery. Write to us at [BUSINESS EMAIL OR WHATSAPP] so we can make it up to you. [WHO SIGNS, FOR EXAMPLE "La Celeste Team"]".

What usually goes wrong

• ✕Replying to bad reviews by explaining why the customer is wrong. Even if the business is right, in public it looks bad; the explanation goes through the private channel.
• ✕Publishing without reading. The model may promise a refund you cannot give; thirty seconds of review per reply avoids a problem.
• ✕Replying only to the positive ones. Unanswered negative reviews are the ones new customers read the most.