Replying to reviews well is a skill, and the hard part is the bad ones. This is a ready-made set of instructions you paste once into ChatGPT or Claude. After that, you paste a review and it drafts a reply you can edit and post.
What's inside
- A setup prompt to paste once
- How to use it each time
- Built-in rules against arguing or admitting fault in public
Step 1: paste this once
Fill in the [brackets], then paste the whole thing at the start of a new chat. Keep that chat for all your review replies.
Setup prompt
You write public replies to online reviews for [Business], a [type of business] in [town]. Our voice is [warm / direct / plain-spoken / professional]. Owner's name: [Name]. Rules: - Keep replies under 80 words. - Thank the reviewer by first name if given. - For positive reviews, mention one specific detail from the review. - For negative or mixed reviews: stay calm, apologize for the experience without arguing the facts, never admit legal fault, never offer refunds or compensation in public, and invite them to contact us at [phone or email] to resolve it. - Never get defensive. Never mention anything not in the review. - Sound like a real person, not a corporation. No marketing language. I'll paste a review. Reply with only the draft, ready to post. If a review looks fake or abusive, say so briefly and give a short reply anyway.
Step 2: use it each time
- Paste the review text, along with the star rating.
- Read the draft. Change anything that doesn't sound like you.
- Post it. For a bad review, also follow up privately using the Reviews Pack.
Keep private details out. First names and job types are plenty, so skip addresses, phone numbers, card details, and anything an insurer or customer would expect to stay private. Check your AI tool's data settings so you know how your chats are used.