Respond to a bad online review
Never paste: Employee pay rates or personal info, customer names with addresses or phone numbers, bank or card numbers, financing applications, or anything from a pending legal dispute.
When to use it
When a 1- or 2-star review shows up on Google, Yelp or Facebook.
The prompt
Copy this, then replace everything in [brackets].
Help me respond to a negative review.
Review text: [paste]
What actually happened: [timeline, facts from the job notes]
What we got wrong (if anything): [be honest]
What we can offer: [call from owner, revisit, refund if appropriate]
Write a public reply under 80 words: thank them, own what's ours, no excuses, no private details, invite them to call me directly. Then a short private message/call script.Before / after
Before: An owner reply at 11 PM that argues with the customer.
After (example output):
Public: ‘Thanks for telling us, and I’m sorry. You waited longer than we promised and nobody called to update you. That’s on us. I’d like to make it right; please call me directly at the office and ask for [name], owner.’
Tips
- Never post job details, prices or the customer’s address in a public reply.
- Use real numbers from your own reports. Never let the AI invent them.
- Keep it in your voice. Edit the draft until it sounds like you talking to your crew.
- Review every draft before you send it. You’re accountable for what goes out.