Your replies are read far more carefully than the reviews themselves, especially by someone deciding between you and another shop. A calm, specific reply to a harsh review does more good than ten five-star ratings.
Adapt these — don't paste them identically across every review. Identical replies are obvious and undercut the point.
Positive reviews (reply to all of them)
Standard
Thanks [NAME], we appreciate you taking the time. Glad we could get the [JOB] sorted for you — give us a shout any time.
Repeat customer
Always good seeing you, [NAME]. Thanks for sticking with us over the years, it means a lot to a shop our size.
Mentions a staff member
Thanks [NAME] — I'll pass that on to [STAFF], he'll be pleased. Appreciate you taking the time to write it.
The price complaint
When the price was fair and explained
Thanks for the feedback, [NAME]. I understand repair costs are frustrating, and I'd rather you knew the number upfront than got a surprise. The quote covered [PARTS/LABOUR/WARRANTY] and we went through it before starting the work. If there's anything on the invoice that isn't clear, call me directly on [PHONE] and I'll walk you through it line by line.
When you got it wrong
You're right, [NAME], and I'm sorry. That price wasn't in line with what we should have charged and I've looked into how it happened. Please call me on [PHONE] — I want to put it right.
The work-quality complaint
Disputed diagnosis
Thanks for raising this, [NAME]. I'm sorry the car came back with the same symptom — that's frustrating and it's not the outcome either of us wanted. We'd like the chance to re-check it at no charge. Please call me on [PHONE] and we'll get it booked in.
When the customer declined recommended work
Thanks for the feedback, [NAME]. Looking at the file, we flagged [ISSUE] at the time and you asked us to hold off on that portion, which is completely your call. I'd still like to take another look — give me a ring on [PHONE].
The unfair or mistaken review
Wrong shop or no record
Thanks for getting in touch, [NAME]. I can't find a record of this job under that name — it's possible we've been confused with another shop, or the work was booked under a different name. Either way I'd like to understand what happened. Could you call me on [PHONE]?
Clearly false or abusive
Keep the reply short and factual, and report the review to Google separately. Something like: "We have no record of this customer or vehicle. If we've made an error we'd genuinely like to know — please contact us on [PHONE]." Then stop. Arguing in public always costs you more than the review does.
Three rules that hold everywhere: never argue, never share personal or vehicle details publicly, and always move the conversation to a phone call. The reply isn't for the reviewer — it's for the hundred people who read it afterwards.
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