How to respond to Google reviews in Washington
Reviews influence whether someone books, and they also influence how complete and active your Google profile looks. BrightLocal's Local Consumer Review Survey 2026 found that 97 percent of consumers read reviews for local businesses, 71 percent use Google to read them, and 89 percent expect a business to respond. 42 percent said they were unlikely to use a business that ignores its reviews (BrightLocal LCRS 2026).
If you do not have reviews yet, do not invent them. That includes writing them yourself, paying for them, or asking friends who were never customers to pretend. It is against Google's rules, and it is a trust problem you cannot undo later. LocalHank will not write, buy, or remove reviews.
Reply to the good ones
Thank the person, mention something specific from their comment when you can, and invite them back without sounding scripted. "Thanks, Maria, we are glad the Saturday appointment in Proctor worked for you" is better than "Thanks for your 5-star review!!!" Do not copy and paste the same sentence onto every review.
Reply to the hard ones calmly
A critical review is not a debate thread. Acknowledge the issue, say what you can do next, and take private details off the public page. If the facts are wrong, say so politely and offer a way to continue the conversation by email. If the facts are right, apologize and fix the process. Do not attack the reviewer, invent excuses, or ask them in public to change a rating.
Some reviews cannot be removed just because you dislike them. Google may remove content that breaks its policies, but that is Google's decision. Focus on a calm reply and on earning newer, honest reviews from real customers.
Make it a habit, not a project
Check the profile on a schedule, even once or twice a week, so replies do not pile up. If you would rather not do that yourself, LocalHank's review response and reputation plan starts at $295 a month, month to month. Google Business Profile management starts at $395 a month if you also want posts, photos, and hours kept current. A one-time profile makeover from $295 is the place to start if the listing itself is incomplete.
See review response serving Seattle, Tacoma, or Spokane, or contact Hank. Bring the kinds of comments you usually get; we will help you answer them, not invent new ones.