The basics are the same everywhere: use the customer's name, mention one real detail, own problems once and move complaints offline. But every industry has its own traps. Below are four templates per industry for the reviews owners see most often. Replace the [brackets] and change the wording every time, because readers can spot copy-paste. In BrightLocal's 2026 Local Consumer Review Survey, 50% of people said templated or generic responses make them unlikely to choose a business.
Want the general method first? Read our guides on negative reviews and positive reviews.
Restaurants and cafes
Watch for: health and food safety claims. If someone says they got sick, do not argue or diagnose in public. Take it offline right away and follow your local health department's process.
Thank you, [Name]! The [dish] is [real detail, for example made with dough we ferment for two days], so we love hearing it landed. If you are back on a [day], try the [real special]. [First name], [role]
[Name], you are right. [Wait time] for [what they ordered] is too long, and we are sorry. [Real reason in a few words, if it helps, for example we were short a cook that night]. We have [real fix]. We hope you give us another shot. [First name]
Hi [Name], sorry your order showed up [cold/missing an item]. That is not the meal you paid for. Please call us at [phone] with your order details and we will make it right. [First name]
If the order came through a delivery app, keep the reply neutral. Do not blame the driver in public.
[Name], we are very sorry to hear you felt unwell, and we take this seriously. Please contact me directly at [phone/email] so we can learn more and look into it right away. [First name], owner
No defensive lines like "nobody else got sick." Keep the details private.
Dentists and other health practices
Watch for: patient privacy. Never confirm that the reviewer is a patient, and never mention treatment, appointments or insurance, even if the reviewer did. This is not just good manners. The US Department of Health and Human Services settled with a California dental practice that disclosed patient information while responding to online reviews. The practice paid $23,000 and agreed to a corrective action plan, and HHS called the practice illegal under HIPAA. Keep replies general.
Thank you for these kind words, [Name]. Our team works hard to make every visit calm and comfortable, and it means a lot to hear that. [First name], [practice name]
Notice what is missing: no "glad your cleaning went well," no mention of a procedure.
Thank you for the feedback, [Name]. Your time matters, and long waits are frustrating. We are reviewing how we schedule to reduce delays. If you would like to talk about this, please call our office manager at [phone]. [Practice name]
We are sorry for the frustration, [Name]. We are not able to discuss any details here to protect everyone's privacy, but we would like to help. Please call our office manager at [phone]. [Practice name]
Do not mention insurance, balances or claims, even to correct a mistake.
We are sorry to hear you are unhappy, [Name]. Because of privacy rules we cannot discuss any details in a public reply, but we want to listen. Please call [phone] and ask for [name or role]. [Practice name]
Salons, barbers and spas
Watch for: naming stylists in complaints. Praise staff by name when they are complimented (with their OK), but never name the stylist in a reply to a bad review.
[Name], thank you! [Stylist] loved working on your [cut/color/style], and I made sure [he/she/they] saw this. See you at your next appointment. [First name], [salon]
Hi [Name], we are sorry the [cut/color] was not what you pictured. We want you to leave happy with your hair. Please call [phone] or message us so we can talk about options to fix it. [First name], owner
Offer a fix privately. Do not promise a free redo in public unless that is your policy for everyone.
[Name], we are sorry you waited past your appointment time. That is not fair to you. We have [real fix, for example added buffer time between color appointments]. Thank you for telling us. [First name]
Thank you for the feedback, [Name]. Prices for [service] depend on [real factor, for example hair length and product used], and we should have explained that before we started. We are sorry we did not. Please reach out at [phone] and we will go over it with you. [First name]
Auto repair shops
Watch for: money and diagnosis arguments. Do not post invoice amounts or argue about what was wrong with the car in public. Offer a call with the service manager instead.
Thanks, [Name]! We are glad we could get your [vehicle] back on the road [quickly/the same day]. Honest estimates are how we have always worked. [First name], [shop]
Hi [Name], we are sorry the final bill was higher than you expected. We always aim to call before doing work beyond the estimate. Please call [phone] and ask for [service manager], so we can go through the invoice together. [First name]
[Name], we are sorry the [issue] came back. That is frustrating after paying for a repair. Please bring it in or call [phone], and we will take another look and stand behind our work under [real warranty terms, if any]. [First name]
Thank you for your patience, [Name], and we are sorry it took longer than we said. [Real reason, for example the part arrived late from the supplier]. We should have kept you updated, and we have [real fix]. [First name]
Rules for every industry
- Only write fixes that are true.
- Keep private details private.
- Never offer anything in exchange for a review or for changing one. Google's policy prohibits it.
- Reply to good and bad reviews alike.
Frequently asked questions
Can a dentist reply to Google reviews at all?
Yes. Keep replies general, never confirm the person is a patient and never mention treatment, appointments or billing. HHS settled with a dental practice that disclosed patient information in review replies, so privacy has to come first.
Should I name my staff in review replies?
Name a staff member when a customer praises them, and only with their permission. Never name or blame an employee in a reply to a negative review. Handle that inside your team.
What should a restaurant do if a review says the food made someone sick?
Reply quickly, say you take it seriously and ask the person to contact you directly. Do not argue or share details in public, and follow your local health department's process.
Can I use these templates word for word?
You can start with them, but change the details every time. Generic replies put off many readers, and the same sentence repeated across your profile looks automated.
Do these templates work for Yelp or Facebook too?
Mostly, yes. The tone and privacy rules carry over. Check each platform's own rules on replies and on asking for reviews.