Why it helps
A one-star rating with no words is hard to answer. You don't know what went wrong, and it's tempting to ignore it. But people reading your reviews will see it either way, and a short, friendly reply shows you take feedback seriously.
AI can give you a few calm versions to choose from, so it doesn't sound like the same copy-paste line under every review. Google lets the reviewer know when you reply, and they can update their review afterwards.
The prompt
Copy it, swap the bits in [square brackets], and paste it into ChatGPT, Claude, Gemini or Copilot.
I run a [type of business] in [town], New Zealand. Someone has left a 1-star Google review with no comment. Write 3 different short replies I can choose from. - Under 50 words each. Friendly, calm, NZ English. - Thank them, say we're sorry their experience wasn't great, and invite them to tell us more at [email or phone]. - Don't guess what went wrong, don't argue, and don't offer refunds or freebies. - Don't ask them to change or remove the review. - Make each version sound a bit different, like a real person wrote it. Anything useful to know: [optional, for example we had a busy weekend or a new staff member]
Then keep chatting
Make them a bit warmer.
Write a version for a reviewer I think I recognise from a recent complaint.
Write a version for a 2-star review with no comment.
Step by step
- Check whether you can match the rating to a recent visit or job. If you can, deal with that person directly first.
- Fill in the prompt and pick the reply that sounds most like you.
- Change the wording a little so you're not posting the same reply each time.
- Post it from your Google Business Profile and note the date, so you can see if they get in touch.
Worked example
Example details are made up. Your results will vary, so always read and check before you use them.
Watch out for
- Don't offer anything in exchange for changing the review. Reviews need to stay genuine, and hiding or swapping out bad ones can mislead customers under the Fair Trading Act. See the Commerce Commission's online reviews guidance at comcom.govt.nz.
- Privacy: if you think you know who it is, don't name them or mention their booking in public. Contact them privately. The Privacy Act 2020 applies (privacy.org.nz).
Go further
If the reviewer gets in touch, use the complaint response use case to reply. If you think the rating isn't from a real customer, the fake review use case shows you how to report it.
