89% of consumers read business responses to negative reviews. Your response matters more than the review itself. Here are 10 proven examples.
The R.E.S.T. framework
Every great response follows this pattern:
- R, Recognise: Acknowledge the issue
- E, Empathise: Show you understand
- S, Solve: Offer a resolution
- T, Transition: Invite them back
Example 1: Long wait time
Review: "Waited 45 minutes for our food. Unacceptable."
Response: "We sincerely apologise for the wait. This doesn't reflect our standards. We've since restructured our kitchen workflow to prevent this. We'd love to invite you back for the experience you deserve."
Example 2: Rude staff
Review: "The waiter was dismissive and rude."
Response: "Thank you for bringing this to our attention. Every customer deserves respectful service. We've addressed this with our team. Please reach out to us directly, we'd like to make it right."
Example 3: Wrong order
Review: "Got the wrong dish and nobody cared."
Response: "We're sorry about this mix-up. Getting your order right is fundamental, and we fell short. We've reinforced our order verification process. Please contact us for a complimentary meal."
Example 4: Cleanliness issue
Review: "The bathroom was dirty."
Response: "Thank you for flagging this. Hygiene is a top priority for us. We've increased our cleaning frequency and added spot checks. We take this very seriously."
Example 5: Overpriced
Review: "Way too expensive for what you get."
Response: "We appreciate your feedback. Our pricing reflects locally-sourced ingredients and our chef's dedication. We're always looking for ways to offer more value. Do check our lunch specials for a great deal!"
Automate with empathy
GMB AI Review applies the R.E.S.T. framework automatically, generating empathetic responses tailored to each specific complaint.