What the service covers
- Every new review answered within the agreed window, on every day of the week.
- Replies written by a person in your voice, using a short brief we build with you: how you refer to customers, what you never say, what you always thank people for.
- Positive reviews get a specific reply that mentions the job or the visit, not a stock line.
- Negative reviews get a draft sent to you first if you want, then a calm, factual reply that a future customer would respect.
- Reviews that break Google's policies, such as reviews from people who were never customers, competitors, or abuse, reported through the correct route with the evidence Google asks for.
- A monthly summary of what came in, what was said, and any pattern worth acting on.
Why replies matter
Google shows the owner's reply directly under the review, so a reply is part of what a prospective customer reads before they ring. It is also the only place you get to speak on a page you do not control. A visible pattern of thoughtful replies tells the next reader the business is run by someone who pays attention; a wall of unanswered reviews, or a wall of identical thank-yous, tells them the opposite.
How we reply to a bad review
The reply is written for the next customer, not for the reviewer. It acknowledges the specific complaint without conceding things that are not true, explains briefly what happened or what you have changed, and offers a route to resolve it off the platform. It never argues, never names the customer beyond what they have shared, and never discloses anything a patient or client would expect kept private.
If the review is genuine and the complaint is fair, the reply says so. That is the reply that wins the reader.
Fake or policy-breaking reviews: report, never fight
A review from someone who was never a customer, a competitor's review, or one containing abuse or personal information can be reported to Google, and Google removes reviews that breach its policies. It does not remove reviews for being negative. We assess each one against the policy, report the ones that qualify with a clear explanation, and reply carefully to the ones that do not, because a public reply is often the only tool available. Nobody outside Google can guarantee removal, and we do not claim to.
What we will not do
- Write or buy reviews, or arrange them from friends and staff.
- Offer discounts or incentives for reviews.
- Review gating: asking only happy customers to review. UK consumer law now treats fake and incentivised reviews as banned practices, and Google suspends profiles for the same behaviour.
- Post a reply that argues with a customer, discloses private details, or promises something you have not agreed.
How it starts
Send your profile link through the form below. We read your existing reviews and replies, come back with a short voice brief and a fixed monthly quote, and once you approve the brief the replies start. If there is a backlog of unanswered reviews, the first fortnight clears it. The service runs month to month.