How to reply to a 5-star Google review (examples by trade)
Thank the customer by name, mention one thing they said about the job, and keep it to two or three sentences. Reply within a day or two, write each one fresh, and leave out deals and promotions. That's enough for the customer and for the next person reading your reviews.
Below are replies you can adapt for your trade, what Google asks businesses to avoid, and how to handle a 4-star review with a small complaint.
Why reply to a review that's already good?
Because the next customer reads your replies too. In BrightLocal's 2026 survey of 1,002 US adults, 89% said they expect a business to respond to its reviews. Half said a reply that reads like a template puts them off.
A short, specific reply shows a real owner reads what customers write. A page of "Thanks for the review!" under every star rating shows the opposite.
Google's own help page says replying helps your business stand out, and it gives a few rules for doing it (Google's tips). Don't expect a ranking bump. In Whitespark's 2026 survey of local search experts, replying to reviews ranked 122nd of 187 ranking factors (Whitespark). You reply for the people reading, not for the algorithm.
What goes into a good reply?
| Part | Example | Why |
|---|---|---|
| Their name, the way they wrote it | "Thanks, Rosa" | It's a person answering a person |
| One thing from their review | "glad the landlord was happy with it" | Proves you read it |
| Two or three sentences | Stop after the thought | Long replies read like ad copy |
| Your first name, if you like | "Joe" | Fine for a small crew, never required |
Leave out discounts, "call us for your next job," and anything the customer didn't put in the review themselves, like their street or what they paid.
5-star replies you can adapt
Each reply below answers a made-up review. Swap in your customer's name and the detail they actually mentioned.
After a heating or cooling call
"Furnace died on a Sunday night and they had someone here in two hours."
Thanks, Mark. A dead furnace on a Sunday night in January is no fun. Glad we could get out there and get the heat back on.
After a plumbing job
"Swapped our water heater in one morning and cleaned up everything."
Thanks, Joe. That old water heater had a good run. Glad the new one is keeping up and the basement was left the way you had it.
After a roof job
"Tear-off and new roof in two days. Crew was polite to our neighbors."
Thank you, Ken. A tear-off is loud for a couple of days, so we appreciate you and the neighbors putting up with us. Enjoy the new roof.
After a cleaning
"Move-out clean was spotless. Got my full deposit back."
Thanks so much, Rosa. Glad the move-out went smoothly and the deposit came back in full. Good luck in the new place.
After landscaping
"Fall cleanup and fresh mulch, the yard looks brand new."
Thanks, Anne. Those front beds came out great with the fresh mulch. See you in the spring.
After a painting job
"Kitchen looks amazing. They helped us pick the color too."
Thank you, Sam. The color was your call, we just helped narrow it down. Enjoy the new kitchen.
After a detail
"Car was full of sand after the beach. Looks new inside now."
Thanks, Chris. That interior took some work after the beach trip. Glad it came back looking right.
When it's stars and no words
Thanks for the five stars, Dana. We appreciate you.
What about a 4-star review with a small complaint?
Thank them, own the problem in one sentence, and don't argue or blame the customer.
"Great work, but the crew showed up an hour late."
Thanks, Greg, and sorry about the late start. We got held up on the job before yours and should have called ahead. Glad the pool is closed up right.
A review that accuses you of something, mentions an injury or threatens legal action is a different situation. Slow down, don't reply in the moment, and keep it to the facts. For harder reviews, see how to reply to a bad Google review.
What Google asks you to avoid in replies
From Google's guidance on replying:
- The same thank-you on every review. Google suggests writing each one for the person who left it.
- Long replies. Short and to the point reads better on a phone.
- Promotions and deals. A reply isn't the place for an offer.
Two more worth following: never post anything about the customer that they didn't share in the review, and never reply while you're still annoyed.
Can you reply from your phone?
Yes. Search for your business name on Google or open the Google Maps app while signed in to the account that manages your profile, find the review and choose to reply. If you manage the profile with a partner or office manager, agree on who answers so customers don't get two replies.
How Compa writes these for you
Here's a sample from the site: an owner pastes a review into a text to Compa and gets a reply back to approve.
You paste the review in, Compa uses what the customer said, and you post the reply yourself. Nothing goes up without your yes. For the review ask that comes before this, see how to ask a customer for a Google review by text. The whole flow is on how it works.
Common questions
Should I reply to every review?
Every one you can, including star-only ratings. A short thank-you takes a minute and shows the next customer someone is paying attention.
Does replying to reviews help my Google ranking?
There's no proof it does. Whitespark's experts ranked it 122nd of 187 factors. Google says replies help your business stand out, which matters more to the person deciding whether to call you.
Should I put my town or service in the reply?
Only if it fits what the customer wrote. "Glad the new roof in Babylon held up through the storm" reads fine. A reply stuffed with "best roofer in Nassau County" reads like spam.
How fast should I reply?
Within a day or two is a good habit. It's easier to remember the job, and the customer is more likely to see it.
What if the review is fake?
Don't argue in the reply. Google lets you report a review that breaks its policies. Reply briefly and calmly if you reply at all.
Can I use the customer's full name?
Use the name the way it shows on the review, usually a first name. Never add details they didn't share.
Get review replies written for you
Compa's beta is open to Long Island owners first. Paste a review into a text to Compa and it sends back a reply that uses what the customer actually said.
Text COMPA to (516) 452-8282 to get started. By texting COMPA, you agree to receive automated text messages from Famedia LLC, the company behind Compa, including replies about the photos, reviews and questions you send and, only if you reply YES, check-ins and a Monday recap. Your consent is for Famedia LLC only and is never shared with other companies. Message frequency varies. Message and data rates may apply. Reply HELP for help or STOP to cancel. Privacy Policy | Terms of Service
Sources
Compa is built by Michael Famiglietti, who spent two years as the in-house marketing department for a home service company on Long Island.
Why Michael built Compa