# Review Response > Writes professional responses to positive and negative online reviews across Google, Yelp, and social platforms to build trust and reputation. - Skill: `reaperinvest/review-response` (Agent Skill) - Install (CLI): `npx skillmds@latest add reaperinvest/review-response` - Raw SKILL.md: https://api.skillmd.com/api/skills/reaperinvest/review-response/raw - Safety review: pending - Works with: Claude Code, Claude.ai, OpenAI Codex - Category: Marketing & Growth - Author: reaperinvest (https://skillmd.com/u/reaperinvest) - Updated: 2026-09-22 - Page: https://skillmd.com/skills/reaperinvest/review-response --- # Review Response ## When to Use This Skill Use this skill when you need to: - Write professional responses to positive reviews to reinforce loyalty - Craft diplomatic responses to negative reviews that protect your reputation - Create a review response framework for consistent, timely replies - Handle fake or unfair reviews with appropriate responses **DO NOT** use this skill for soliciting reviews, managing review platforms, or crisis communication. This is for writing individual review responses. --- ## Core Principle EVERY REVIEW RESPONSE IS WRITTEN FOR TWO AUDIENCES — THE REVIEWER AND EVERY FUTURE CUSTOMER WHO READS IT. YOUR RESPONSE REVEALS MORE ABOUT YOUR BUSINESS THAN THE REVIEW ITSELF. --- ## Phase 1: Review Context Understand the review before crafting a response. ### Required Inputs | Input | What to Ask | Default | |-------|------------|---------| | **Platform** | "Where is the review? (Google, Yelp, Facebook, G2, Trustpilot, social media)" | Google | | **Rating** | "What star rating or sentiment?" | No default | | **Review text** | "Paste the full review text." | No default | | **Customer known?** | "Do you know who this customer is? Any context on their experience?" | Unknown | | **Legitimate?** | "Is this review from a real customer?" | Assumed real | | **Business name** | "What is your business name?" | No default | **GATE: Read the full review before drafting a response.** --- ## Phase 2: Draft Response Write the response following platform-appropriate guidelines. ### Positive Review Response (4-5 stars) ``` ## Response Template: Positive Review Hi [Name], [Specific acknowledgment of what they mentioned — do not be generic]. [Personal touch — reference their experience, the product they bought, or the result they got]. [Future invitation — "We look forward to..." or "Next time you visit..."]. Thank you for taking the time to share this! [Your name], [Business Name] ``` **Rules for positive responses:** - Respond within 48 hours - Reference something specific from their review (proves you read it) - Keep it to 3-5 sentences — warm but not excessive - Do NOT ask for anything (no "tell your friends" or "come back soon") - Use their name if provided ### Negative Review Response (1-3 stars) ``` ## Response Template: Negative Review Hi [Name], Thank you for sharing your experience — I am sorry it did not meet your expectations. [Acknowledge the specific issue they raised without being defensive]. [State what you are doing about it OR invite them to connect offline]. I would like to make this right. Please reach out to me directly at [email/phone] so I can help. [Your name], [Business Name] ``` **Rules for negative responses:** - Respond within 24 hours - NEVER argue, blame, or get defensive in a public response - Acknowledge the issue specifically — "We are sorry your order was late" not "We are sorry you had a bad experience" - Move the conversation offline — provide a direct contact method - Keep it under 5 sentences — long defensive responses look worse - Do NOT offer compensation publicly (do it privately) ### Mixed Review Response (3 stars) ``` Hi [Name], Thanks for the honest feedback. I am glad [positive element they mentioned] worked well for you. Regarding [issue they raised] — that is helpful to know and something I am working to improve. If you have any other suggestions, I would love to hear them at [contact]. [Your name], [Business Name] ``` ### Fake/Unfair Review Response ``` Hi [Name], I appreciate you taking the time to leave feedback. I was unable to find a record matching this experience in our system. If you could reach out to me directly at [email], I would love to look into this and make it right. [Your name], [Business Name] ``` Then flag the review for removal through the platform's dispute process. **GATE: Present the draft response for approval before posting.** --- ## Phase 3: Polish Refine the response and check for common pitfalls. ### Response Checklist ``` - [ ] Does the response address the specific points in the review? - [ ] Is the tone professional and empathetic (not defensive)? - [ ] Is it under 5 sentences? (Shorter is almost always better) - [ ] Does it use the reviewer's name? - [ ] Does it avoid disclosing private customer details? - [ ] For negative reviews: is there an invitation to resolve offline? - [ ] Would you be comfortable if this response went viral? ``` ### Words to Avoid in Review Responses - "Actually..." (sounds defensive) - "Our policy states..." (sounds corporate and cold) - "You should have..." (blames the customer) - "Unfortunately..." (starts with negativity) - "As I already explained..." (sounds dismissive) --- ## Phase 4: Review Management System Set up an ongoing review monitoring and response process. ### Response Cadence - **Negative reviews:** Respond within 24 hours - **Positive reviews:** Respond within 48 hours - **All reviews:** Check platforms every business day ### Review Tracking ``` ## Review Log | Date | Platform | Rating | Theme | Response Sent | Resolved? | |------|----------|--------|-------|--------------|-----------| | [Date] | [Platform] | [Stars] | [Issue/Praise] | [Date] | [Y/N] | ``` ### Monthly Review Summary 1. Total reviews received this month 2. Average rating trend 3. Common themes (positive and negative) 4. Outstanding unresolved negative reviews --- ## Anti-Patterns - **Copy-paste responses** — identical replies to every review look automated and uncaring. Personalize each one. - **Arguing publicly** — you will never win a public argument with a reviewer. Even if you are right, you look petty. - **Ignoring negative reviews** — silence reads as "we do not care." Always respond. - **Over-explaining** — a paragraph of excuses makes you look worse. Acknowledge, apologize, offer to fix, done. - **Delayed responses** — a response 3 weeks later looks like you do not monitor reviews. --- ## Recovery - **Review contains false information:** Respond calmly, state the facts briefly, and invite offline resolution. Flag for platform removal. - **Customer escalates after response:** Move to direct communication immediately. Do not continue the public thread. - **User gets emotional reading negative reviews:** Write the response, wait 1 hour, then re-read before posting. Never respond in the moment. - **Too many reviews to respond to individually:** Prioritize: all negative reviews, then positive reviews with specific detail. Skip one-word positive reviews if time is limited. - **Competitor leaving fake reviews:** Document the pattern, report to the platform, and do NOT call it out publicly.