Kindply
How to respond to negative Google reviews
A short playbook for 1 and 2 star Google reviews: stay calm, acknowledge the miss, and move the fix offline. Kindply drafts apologetic replies that never admit liability — you still approve what goes live.
Auto-posting to Google is coming soon, pending Google approval. Today you copy each draft into Google.
For healthcare businesses, complaint reviews are flagged for you to answer personally, to protect patient privacy.
1. Respond, even when it stings
Unanswered low-star reviews look ignored. A short, polite public reply shows future customers you take feedback seriously — without arguing the facts in public.
2. Use a simple structure
- Thank or acknowledge that they shared the experience.
- Name the issue they raised (wait time, delay, front desk) — only what appears in the review.
- Apologize for the experience without admitting legal fault or inventing causes.
- Invite offline contact (phone, email, or “contact us directly”).
- Sign as the business, not a personal brand name.
3. What to avoid
- Don’t argue, blame the customer, or paste private details.
- Don’t invent facts (injuries, refunds, staff names) that weren’t in the review.
- Don’t promise compensation you haven’t agreed to offline.
- Don’t discuss medical or treatment details on med spa or health-related reviews.
4. Example: delay complaint (template)
5. Example: wait-time complaint (template)
How Kindply helps
Paste unanswered reviews into the free Reply Audit (up to 25) or use Quick start. 1 and 2 star drafts stay apologetic and non-defensive; you copy them into Google. Live price: $19/mo founding and $24/mo standard per location after a card-required 7-day trial.
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