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Build a respectful review workflow
Request genuine feedback and respond to both positive and negative reviews.
This lesson is ready to read and practise. English narration is awaiting production and source review; Thai narration follows next.
Understand
Reviews are customer feedback, not a reward mechanism for the business. Ask genuine customers for honest opinions without incentives, filtering requests to happy customers or scripting their ratings. Test the business's available review link before using it. A review request should give people a fair opportunity to describe their experience, including criticism.
Respond respectfully to positive and negative reviews using the actual review and confirmed business facts. Acknowledge the customer's point without inventing what happened or sharing private details. Drafts need an authorised review before publication. Google's guidance encourages responses; a particular reply deadline or review-recency threshold is not a universal Google rule. Save a dated reply observation separately from the draft and record unresolved issues honestly.
Practice example
A fictional customer describes a long wait. Draft an acknowledgement and an owner-approved route to discuss it privately; do not claim a refund or corrective action that the owner has not confirmed.
RIM coaching: Choose a sustainable, unbiased request and response routine. Record reply coverage and real feedback; course rewards must never depend on obtaining positive customer reviews.
Read the original source below. Identify which features apply to your business and which facts you need to confirm before making changes.
- Google Tours and Attractions Business Profile Playbook 2026Original Google instruction
Practise
Apply to your business
Review your request and reply process. Test an available review link and draft a respectful response based on an actual review.
Keep proof of your work
The tested link, workflow and a dated reply observation or labelled draft; hide unnecessary customer details.
A saved note is an owner report. Evidence is checked separately; keep drafts, applied changes and public observations distinct.
Check what changed
Review response coverage and genuine feedback over the same time window.
Your learning record
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