How to manage online reviews
The Doily team
Reviewed by the Doily team, Oct 2026 Updated 3 min read
Quick answer
Ask every customer for an honest review with your Google link or QR code, reply to each review publicly in a polite and specific way, and respond to negative reviews with facts and an offer to resolve it privately. Never offer incentives, which Google prohibits, and never write reviews of your own business.
Why it matters
Google says reviews show next to your Business Profile in Maps and Search, and that more reviews and positive ratings can help your local ranking. Reviews are also something prospective customers read before they call.
Review practices are where businesses most often break the rules. Google states that offering free or discounted goods or services in exchange for reviews, or for changing or removing them, is fake and misleading content and is strictly prohibited. A steady, honest routine is safer and works over time.
Key takeaways
- Ask every customer, at the moment they are happiest, with a direct link or QR code.
- Reply to reviews. Google says replies show customers you value their feedback.
- Handle negative reviews in public once, politely, and move complex cases to a phone call or email.
- Never offer incentives and never fabricate or edit reviews. It breaks Google's policies.
Step by step
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Get your review link and QR code
In your Business Profile, copy the link customers can use to leave a review, or create a QR code from it. Put it in your invoices, receipts, and follow-up messages, and on a card handed over at the end of a job. A direct link removes the steps that cause people to give up.
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Ask at the right moment
Ask right after the work is done, in person or by a short message, when the experience is fresh. Say what a review helps with, such as other customers choosing with confidence. Do not offer a discount, gift, or any reward.
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Reply to every review
Verify your profile first, since Google says you must verify before replying. Keep each reply short, polite, and specific to the review rather than a copied thank-you. Google advises being conversational instead of promotional, so skip deals in replies.
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Respond to negative reviews with facts
Thank the person, acknowledge what they described, and say what you can do. Do not share private details or argue. If the case is complex, invite the reviewer to contact you by phone or email and note that you have done so publicly.
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Flag reviews that break the rules
Google says that if you believe a review violates its content policies, you can flag it. Flag only reviews you believe break the policies, not ones that are simply unfavorable. Keep a record of what you flagged and any outcome.
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Learn from themes
Once a month, read your recent reviews together and tally the themes, such as speed, price clarity, or communication. Share them with the team. Fix the cause, then see whether the themes change.
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Keep the routine small and regular
Set a weekly 15 minute check for new reviews and replies. Track the number of reviews, the average rating, and the share you replied to. Use the trend, not a single month.
Reply templates to adapt
Adapt these examples to your own voice. Keep each under 3 sentences and mention something specific from the review.
Example data for a positive review: “Thank you, Dana. We are glad the new thermostat fixed the cold bedroom, and we appreciate you letting us know. Call us anytime if it acts up.”
Example data for a negative review: “We are sorry the visit ran past the window we gave you. That is not the standard we want. Please call the office at the number on our profile so we can look into what happened and make it right.”
How Doily helps
Doily tracks how AI engines describe your business with sentiment and cited sources, which helps you notice when review sites are shaping the answers people see.
Questions
Can I ask customers to leave reviews?
Yes. Google encourages asking customers to visit your review link or scan a QR code. What it prohibits is offering incentives in exchange for posting, changing, or removing reviews.
Should I reply to negative reviews?
Yes, with a calm and factual reply. Google says negative reviews are an opportunity to understand customer expectations, and a constructive reply can show that you care and may encourage the customer to update the review.
Can I delete a review I disagree with?
Google's help says that if you believe a review violates its content policies, you can flag it. For a review that is only unfavorable, reply publicly and, where it fits, offer to resolve it privately.
Sources
Primary sources, checked Oct 11, 2026.
