A Review That Names One of Your Staff — How to Reply
When to use this
When a review names a specific staff member. This is the one most worth your time, because it reaches three people at once: the reviewer, future readers, and the person named.
The reply (copy it)
They praised a specific staff member
[Name], thank you!
I've passed this along to [staff name] — it made their day 😊
Being remembered by name means everything to the people on the floor. Hope to see you again!
The most common mistake
Replying "thank you for the kind words" and never telling the employee. The reply is for the customer and the readers, but the real value is the person hearing it. Being remembered by name is the strongest recognition a frontline worker gets, and it costs nothing.
When the situation is different
Say in the reply that you passed it on. That tells the customer their words landed, and it shows readers that praise travels inside your business.
After you reply
Actually tell them — ideally out loud, in the group chat or at handover. This kind of review is free staff motivation. Don't save it for a performance review.
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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