Reviews & Thanks
Replying to a Review in Public
Reviews & ThanksPro / Crew
When to use it: The day a notable review lands — good or bad. Screenshot/repost only with the reviewer's permission; otherwise paraphrase-free: quote exactly or not at all.
The structure
- Line 1: quote the review EXACTLY (with permission) or describe it without quoting.
- Line: one specific thank-you tied to a detail in the review (not "thanks for the kind words").
- For a critical review: what you changed because of it, concretely.
- Close: an open door — "This is the standard we are held to. Hold us to it."
Guidance — read before you write
Reply speed and specificity are the whole game: future customers read your replies more than the reviews. Never argue, never explain at length, never post a critical review to mock it. If you changed something real because of feedback, this framework is where you prove it.
A worked example
"From this morning's reviews, with permission: 'They texted when they were 20 minutes out and wore covers over their boots without being asked.' That text is new this year — it exists because a customer last spring told us waiting around all day was the worst part. This is the standard we are held to. Hold us to it."