Hey, you’re moving along—you’re on page 17!

Nick here from Platinum Reputations and author of Terrific Reviews by Nicholas Collins. Today, let’s talk about what you’ll find on page 17: the art of responding to reviews.

Whether good or bad, responding isn’t just about addressing the person who left the review. It’s about showcasing your brand and customer service to the thousands of people who will read it in the years to come. Reviews are incredibly powerful—they build trust, drive business, and impact search rankings. That’s why crafting a thoughtful, professional response is so critical.

At Platinum Reputations, we’ve responded to hundreds of thousands of reviews over the decades, and I’m here to share some of our best tricks and tactics.

Tip 1: Always stay cool, calm, and collected. Negative feedback can sting, but remember, you’re not just replying to the reviewer—you’re speaking to a much wider audience.

Tip 2: Use SEO-friendly keywords in your response. For example, if someone compliments your bakery, reply with: Thank you for visiting our Hampstead Bakery, home of the freshest bagels in Hampstead and Manchester. This boosts visibility and reinforces brand keywords people search for to find you.

Tip 3: Highlight your customer service efforts when addressing a negative review. Acknowledge the issue, apologize if necessary, and share the solution. For example: We’re so sorry you had this experience. We’ve since updated our process to ensure this doesn’t happen again.

Tip 4: Embrace technology like GPT, Claude, or Grok to help draft your response, but don’t rely on it entirely. Always review and edit to maintain authenticity and empathy.

Responding to reviews isn’t just a task—it’s an opportunity to build trust and boost your SEO. If you’d rather not handle this yourself, we’re here to respond on your behalf. We’ve been doing it for what feels like a million years.

Thanks for watching, and remember: every review is a chance to tell your story and grow your brand. Don’t overthink it!