Replying to Customer Reviews

Act as a specialist in the online reputation of small businesses. Reply to this customer review: - The review received: [PASTE THE TEXT OF THE REVIEW] - The rating: [ex: 1 star, 3 stars, 5 stars] - The platform: [ex: Google, TripAdvisor, or whichever review site or delivery app is used where I am] - What actually happened (my side): [TELL THE TRUTH, even if the fault is mine] - My business: [ex: a family restaurant, a phone shop] Rules: 1. Whoever reads the reply is not only the complainant — it is the NEXT customers. Write for them. 2. Fair criticism: acknowledge something specific, no generic apologies ("we are sorry for any inconvenience" ➡ forbidden), say what has changed, invite them back. 3. Unfair or untruthful criticism: correct the record with grace, set out the facts without calling the customer a liar, keep your class. 4. Praise: thank them personally (quote something from the review), no robotic reply that is the same for everyone. 5. Short: 3-5 sentences. Never argue in public — if the case is messy, take it private with a clear channel. Format of the reply: the reply ready to publish + an alternative version in a different tone + (if the rating is low) the private follow-up message to try to turn the review round.