They Came Back After a Bad Review — How to Reply

When to use this

When they reply after you fixed it, revise their rating, or actually come back. This is the most valuable moment in the whole review cycle — a customer who complained and returned is often more loyal than one who never had a problem.

The reply (copy it)

They came back after a bad review
[Name], thank you for giving us another shot — genuinely. We didn't forget the last time, and we did change [specific thing]. Next visit, say hello and let us look after you properly.

The most common mistake

Replying too lightly ("thanks for your support"). What they did isn't ordinary support — they chose to trust you again after being disappointed. That earns a specific response: name what you changed, and thank them for coming back.

When the situation is different

Don't apologise again. It's resolved, and repeating the apology drags the conversation back to the bad thing. Look forward: the change you made, and that they're welcome any time. End this reply on the positive note.

After you reply

Remember this person. If they're recognised next time they come in, that's you completing the conversion of a crisis into a long-term customer — and this is the type most likely to recommend you unprompted.

Replies for other review types
This is one of 12 review situations. The full set (filterable by star rating) is here:
See all 12 Google review replies →

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