"Be nice and stay professional: Keep your replies clear, helpful, and polite. Like reviews, replies must follow our policies. Learn more about Google's content policies. Keep it short and simple: Customers appreciate genuine and helpful replies, but long ones might overwhelm them. Respond if necessary: Reply when you have new or relevant info to share. Each response can reach many customers, so you don't need to thank every reviewer publicly."
"Give helpful responses to negative reviews Important: You can flag a review if you believe that it violates Google's content policies. Learn how to report inappropriate reviews. Negative reviews aren't necessarily a sign of poor business practices. Customer feedback presents opportunities to learn what they expect and may help you find ways to improve future experiences. When you reply to negative reviews, consider these tips:"
Replies are public and help build customer relationships. Keep replies positive, relevant, clear, helpful, and polite. Follow content policies and keep replies short and simple so they remain useful. Reply only when sharing new or relevant information, since each response can reach many customers. Avoid using replies for sales or promotions; provide new facts customers might not know. For negative reviews, flag content that violates policies and treat feedback as opportunities to learn and improve experiences. Protect reviewer privacy, avoid personal attacks, and invite the reviewer to contact the business privately to resolve issues.
Read at Search Engine Roundtable
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