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Reply to reviews
Specific replies to good and bad reviews, without admitting fault.
What it does
Writes specific, human replies to good and bad reviews without arguing or oversharing. Replaces replies that all say "thanks so much!", or no reply at all.
Use it when
Once a week, for every new Google, Facebook or marketplace review.
What you need
- The reviews, with star ratings
- Your brain file Use the template
- Your tone of voice rules Use the template
Connect these for better results
- Google Business Profile (API or Zapier)Pulls new reviews in automatically each week so none are missed. Posting replies should still wait for you.
The prompt
Copy it, fill in the [BRACKETS], and paste it into Claude.
Use my brain file (in this Project, or pasted below) for how we sound. If you don't have it, ask me for the basics first.
Reviews to reply to: [PASTE EACH REVIEW WITH ITS STAR RATING]
How unhappy customers can contact us: [PHONE OR EMAIL]
For each review, write a reply under 80 words.
- Positive: thank them by name and mention one specific thing they said. No generic "we appreciate your business".
- Negative: acknowledge how they felt, don't argue, and offer one way to take it offline using the contact above. "Sorry you had that experience" is fine; "we got it wrong" or "we should have" is admitting fault.
Never share private details about the customer or their job, even ones I've told you. Never offer a refund or compensation, or admit fault, unless I tell you to. Don't invent details about the job, and don't promise changes (new signage, faster replies) I haven't told you about. Flag any review that needs me to decide.