Reviews are the modern-day word-of-mouth. In Australia, most customers will check Google or Facebook before they call a sparky, plumber, chippy, landscaper, or any other local tradie. A job can be top-notch, but if your reviews look ignored, or worse, the angry ones are left hanging, people hesitate.
The good news? You don’t need to be a marketing guru to handle reviews well. You just need a simple system and a way of replying that sounds like a real person, because you are.
If you’ve ever stared at a review thinking, “What do I even say to that?” you’re not alone. The best review replies do three things: they show you’re professional, they reassure the next customer reading it, and they keep the relationship with the current customer in good shape. That’s true for five-star praise, and it’s especially true for the awkward, salty ones.
This guide breaks it down into 10 practical ways Aussie tradies can respond to reviews, without spending your whole night on your phone after a long day on the tools.
Reply fast and set a realistic rhythm
Speed matters more than most people realise. A quick reply signals you’re switched on, you care, and you’re not the type to ghost customers once the invoice is paid. It also shows future customers that if something goes wrong, you’ll front up.
You don’t need to respond within five minutes like it’s a live chat. You’re running jobs, driving between sites, and trying to keep the day moving. But you can aim for a consistent rhythm.
A solid rule of thumb:
- Same day for a glowing review if you can
- Within 48 hours for everything else
- Within 24 hours for a negative review, even if it’s just a calm “we’re looking into this”.
Fast replies don’t need to be long. In fact, most of the time they shouldn’t be. Two to five lines is plenty. The point is to show presence. Silence looks like you don’t care. A short, friendly reply looks like you’ve got your act together.
Use their name and mention the job, without oversharing
Personalising your response is the easiest way to sound genuine. Customers can spot copy-paste a mile away. Even something as simple as using their first name changes the tone.
If you can, reference what the job actually was, without giving away private details. There’s a line here: you want to be specific, but you don’t want to discuss someone’s house issues in public.
Good examples:
- “Thanks, Dave, glad we could sort that hot water unit quickly.”
- “Cheers, Sophie. Happy we got your switchboard upgrade done and dusted.”
Avoid exact addresses, mentioning how much they paid, or anything that could embarrass them.
This is a big part of how to respond to Google reviews for tradies in a way that builds trust. You’re not just replying to the reviewer, you’re also speaking to everyone else reading along.
Say thanks like a human, not a robot
“Thank you for your feedback” is fine… but it’s not memorable. A tradie reply can be warm, simple, and still professional. Think about how you’d speak to a decent customer in person.
Instead of sounding like a corporate call centre, keep it natural:
- “Legend, thanks for taking the time to leave a review.”
- “Really appreciate it, mate. Cheers for the kind words.”
- “Thanks heaps for the review; means a lot for a local business.”
You don’t need to overdo it or lay it on thick. Just be yourself, minus the stuff you’d say only to your mates. Friendly. Straightforward. Grateful.
The main goal is to make the customer feel seen. People like feeling appreciated, and if they’ve gone out of their way to leave a review, a decent reply is the polite thing to do.
Reinforce the outcome they cared about
Most customers aren’t impressed by the brand of pipe you used or the exact wiring method, even if it was textbook perfect. They care about outcomes: it worked, it was tidy, it was on time, it was explained clearly, and it didn’t turn into a drama.
When you reply, reflect back the outcome they mentioned. This does two powerful things:
It makes the reviewer feel understood, and it tells future customers what you’re known for.
If their review says “on time and cleaned up after,” your reply might reinforce that:
- “Thanks, Emma, always aim to be on time and leave the place clean. Appreciate you noticing.”
If they say “explained everything clearly,” you can reinforce that too:
- “Cheers, Nick. We’re big on explaining options properly so you can make the call with confidence.”
This turns your review section into a highlights reel. Without sounding braggy, you’re letting other potential customers see the patterns: punctual, tidy, communicative, reliable.
Invite them back without sounding salesy
A review reply can quietly keep the relationship warm. Plenty of trades rely on repeat customers: landlords, property managers, families who call you back for the next job, builders who want someone reliable.
You can invite them back in a way that feels natural:
- “If you ever need a hand again, give us a shout.”
- “Thanks again! Happy to help anytime.”
- “Appreciate it. See you next time you need us.”
Avoid the hard sell. No one wants to read “Call now for a discount!” under a review. Your CTA should be calm and friendly, not pushy.
This kind of line also reassures future customers: you’re approachable. You’re not just here for a quick buck and then disappear.
Keep it short, but not lazy
A review reply is not a novel. Most of the time, two to five lines is perfect. Longer replies can feel like you’re trying too hard, and people often won’t read them.
But there are times you should write a bit more:
- When someone raises a safety concern
- When there’s a misunderstanding that needs calm clarification
- When the reviewer had a genuinely bad experience, and you’re trying to make it right
A good trick is to write your reply, then cut it by 30%. Remove the fluff. Keep the heart.
Short doesn’t mean lazy. The difference between “Thanks” and “Thanks, Sam! Glad we could get that leak stopped quickly” is massive. Same effort, better result.
When the review is negative: breathe, don’t bite
Negative reviews sting. Even when they’re unfair. Especially when you know you did the right thing. The temptation is to clap back, defend yourself, or point out what the customer did wrong.
Don’t.
Your response isn’t just for the reviewer; it’s for the next hundred people who read it. What they’re really asking is: “If I hire you and something goes wrong, will you handle it professionally?”
Here’s a simple framework for how to reply to negative Google reviews for an electrician or plumber, or any trade, really:
- Acknowledge what they’re unhappy about
- Apologise even if it’s just for the frustration
- Clarify calmly if needed, no accusations, no sarcasm
- Offer a next step to sort it out
For example, if someone says you were late:
“Hi Chris, sorry about the delay, that’s not the experience we aim for. We had an earlier job run over due to an unexpected issue, but we should’ve communicated better. If you’re happy to reach out, we’d like to make this right.”
If someone says the job didn’t fix the issue:
“Hi Tara, sorry to hear the problem’s come back; that’s frustrating. We’d like to take another look and sort it properly. Please contact us with your job details,s and we’ll organise a time.”
Notice what’s missing: blame. Even if you’re thinking, “You changed the settings yourself,” or “You declined the recommended fix,” keep it professional. You can clarify facts gently, but don’t turn it into an argument.
Take it offline the right way
Sometimes the best move is to take the conversation out of the public comments. But the way you do it matters. If you say, “Contact us privately,” with no other context, it can look like you’re trying to hide something.
Instead, show you’re taking it seriously and offer a clear next step:
“We’d like to look into this properly. If you can contact us with your job address/date, we’ll review what happened and work out the best fix.” or, “Please reach out so we can sort this out directly; happy to talk it through and make it right.”
This does two things:
- It tells the reviewer you’re open to resolution.
- It tells future customers you don’t dodge problems.
One more tip: don’t ask them to remove the review. It can come across as dodgy. If you resolve it well, many customers will update it themselves.
If it’s unfair, fake, or abusive: respond once, then escalate properly
Every tradie eventually gets one that feels off. Wrong business. Wrong suburb. A competitor. Someone who never booked a job. Or just a review that’s abusive and unhinged.
If you suspect it’s fake, keep your response short, factual, and calm. You’re not trying to win an argument, you’re showing future customers you’re reasonable.
A safe structure:
- State you can’t find a record of the job
- Invite them to contact you with details
- Keep it polite
- Then report it through the platform
Example:
“Hi there, we can’t find any record of work completed for this name or address. If this relates to a job we’ve done, please contact us with the details so we can look into it. If not, we’d appreciate the chance to resolve any confusion.”
If it’s abusive or includes threats, don’t engage back and forth. Respond once, if at all, then report and move on. Back-and-forth fights make you look messy, even when you’re in the right.
The golden rule: don’t let a dodgy reviewer drag you into a public scrap.
Save time with reusable wording
You’re busy. You shouldn’t have to reinvent the wheel every time someone leaves a review. Having a few ready-to-go phrases helps you respond quickly, especially when you’re between jobs or winding down at night.
The trick is to use review response templates for service businesses as a base, then personalise the first line and one detail so it doesn’t look automated. Think of it like having a standard quote template—you still tweak it for the job.
Here are a few “template-style” starters you can adapt quickly:
- For a 5-star review:
“Thanks, [Name], really appreciate the review. Glad we could help with [job type]. If you need anything else down the track, give us a yell.” - For “on time and tidy”:
“Cheers, [Name]. We’re big on showing up when we say we will and leaving things clean. Thanks for taking the time to leave a review.” - For a complaint about communication:
“Hi [Name], sorry about the communication, that’s on us. We’re looking into what happened and would like to fix this with you. Please contact us with your job details.” - For a job not meeting expectations:
“Hi [Name], sorry to hear this wasn’t up to scratch. We’d like the chance to make it right, please reach out with the details so we can organise a time.”
You don’t need a million options. Four to six solid templates cover most situations. The key is to sound like a local tradie business, not a faceless corporation.
Your replies are part of your reputation
Reviews don’t just sit there; they work for you or against you every day. When you reply consistently, you’re showing future customers what it’s like to deal with you: professional, responsive, and fair.
A simple habit goes a long way: Reply quickly, keep it personal and respectful, reinforce the outcome that the customer loved, handle negative reviews calmly with a clear next step, and use reusable wording so it doesn’t eat your time.
You’ll never control every review you get. But you can control how you show up in the replies, and that’s what builds trust at scale.
Make review requests and replies part of your weekly routine
If you want reviews to roll in more consistently, i4T Business job management software can help you request reviews automatically upon job completion, so you’re not chasing them manually. And when it comes to keeping on top of replies across platforms, i4T CRM makes it easier to respond to reviews in one place, so nothing slips through the cracks.
Want to tighten up your reputation and win more local work? Set up a simple review routine this week, and let the system do the chasing and organising while you stay focused on the jobs that pay.
Book a demo today.
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