15 Templates for every review scenario
Copy, adapt the bracketed sections, and post. Every template is designed to sound human, reinforce keywords from the review, and accomplish a specific communication goal.
24 hrs
Every review, positive, negative, or neutral, deserves a response within 24 hours. AI systems and prospects both notice the difference.
How to use this kit
Each template does three things: (1) sounds human, not corporate, (2) reinforces at least one keyword from the client's review, and (3) accomplishes a specific communication goal. The bracketed sections are the only parts you change.
5 sections, 15 templates
Templates
By review type
- Positive reviews (5 templates)
- Negative reviews (4 templates)
- Neutral reviews (2 templates)
- Fake or suspicious reviews (2 templates)
- Competitor mentions (1 template)
Systems
For getting more reviews
- Review request messages (3 versions)
- The keyword question technique
- Timing guide by scenario
Section 1 · Positive Reviews
Template P1 · Service-specific · Most versatile
Use when: client mentions a specific aspect of your service.
P1 · Service-specific
"Thanks so much [Name]! Really glad to hear that [specific thing they mentioned] made such a difference. That's exactly what we aim for with every [project/client/situation]. It was a pleasure working with you, and we're here whenever you need us again! 🙌"
Template P2 · Result-focused
Use when: client mentions a specific result or outcome.
P2 · Result-focused
"[Name], this made our day! When [the result they mentioned] happens, it's the best confirmation that we're doing our job right. Genuinely appreciate you taking the time to share this, and it helps other businesses like yours find us. Looking forward to the next one!"
Template P3 · Speed/responsiveness
Use when: client mentions response time or speed.
P3 · Speed/responsiveness
"Thanks [Name]! Speed matters, especially when [the situation they described]. We work hard to make sure no request sits unanswered, so it's great to know the system worked the way it should for you. We're here anytime you need us."
Template P4 · Long-term relationship
Use when: review comes from a returning or long-term client.
P4 · Long-term relationship
"[Name], working with you over [timeframe] has been genuinely rewarding. Thank you for taking the time to share this. Clients like you are exactly who we built this for. We're excited to keep building on what we've accomplished together!"
Template P5 · Short and warm · 5 stars, minimal text
Use when: client left 5 stars with minimal written review.
P5 · Short and warm
"Thank you [Name]! Those 5 stars mean a lot to us. If you ever want to share more about your experience, we'd love to hear it. We're here whenever you need us!"
Section 2 · Negative Reviews
The rule for negative reviews
Acknowledge, don't admit fault, move the conversation offline, never argue. Every negative response is also being read by future prospects deciding whether to trust you.
Template N1 · Legitimate complaint
Use when: the complaint appears to reflect a real experience.
N1 · Legitimate complaint (service issue)
"Hi [Name], thank you for sharing this with us. We're genuinely sorry to hear your experience wasn't what you expected, and certainly not what we aim to deliver. We'd really like to understand what happened and make it right. Please reach out to us directly at [email] or WhatsApp [number] so we can look into your specific situation. We're committed to resolving this."
Template N2 · Communication/expectation gap
Use when: the complaint seems to stem from a miscommunication or unmet expectation.
N2 · Communication or expectation gap
"Hi [Name], we appreciate you taking the time to share your feedback. We're sorry the experience didn't meet your expectations. Based on your review, it sounds like we may have had a gap in communication along the way and we'd like to understand exactly what happened. Please contact us directly at [contact] so we can review your situation personally and find a resolution."
Template N3 · Upset client, minimal detail
Use when: review is negative but vague or emotional.
N3 · Upset client, minimal detail
"Hi [Name], we're sorry to hear you had a frustrating experience. Every client's satisfaction matters to us, and we'd really like the chance to understand what went wrong. Please reach out to us at [contact]. We'd appreciate the opportunity to make this right."
Template N4 · Issue already resolved
Use when: the issue described was previously addressed directly with the client.
N4 · Issue already resolved
"Hi [Name], thank you for your feedback. We're glad we had the opportunity to speak with you directly and work toward a resolution. We hope the outcome met your expectations. If there's anything else we can do, please don't hesitate to reach out at [contact]. We value your relationship with us."
Section 3 · Neutral Reviews
Template NU1 · 3 to 4 stars with specific feedback
Use when: client left a moderate rating with constructive feedback.
NU1 · Moderate rating with feedback
"Hi [Name], thank you for the honest feedback. We genuinely appreciate it. [Specific thing they mentioned] is something we're actively working to improve, and your input directly helps us get there. If you'd like to share more detail or give us another chance to show you what we can do, please reach out at [contact]. We'd love the opportunity."
Template NU2 · 3 to 4 stars, vague
Use when: client left a moderate rating without explanation.
NU2 · Moderate rating, no explanation
"Hi [Name], thanks for taking the time to leave a review. We'd love to understand more about your experience and what we could have done better. Please feel free to reach out at [contact]. Your feedback directly shapes how we improve. We hope we get the chance to serve you better next time."
Section 4 · Fake or Suspicious Reviews
Critical rule for fake reviews
Never use the word "fake" publicly. Your response is always read by prospects, not just the reviewer. Stay factual, stay professional, and move toward a private resolution.
Template F1 · No record of client
Use when: you have no record of this person as a client.
F1 · No record of client
"Hi [Name], thank you for taking the time to share your feedback. We've looked through our records and aren't able to find an account or project that matches your name or this description. We take all feedback seriously and would like to understand your experience better. Please contact us at [contact] so we can look into this directly."
Template F2 · Competitor or bad-faith review
Use when: review appears to be from a competitor or bad-faith actor.
F2 · Competitor or bad-faith review
"Hi [Name], we appreciate all feedback, though we're having difficulty connecting this review to any client experience in our records. We'd welcome the opportunity to discuss this directly. Please reach out at [contact]. We're committed to addressing any legitimate concerns."
Section 5 · Competitor Mentions
Template C1 · Client switched from a competitor
Use when: client mentions switching from a competitor.
C1 · Competitor mention
"Thanks [Name]! We're glad you found us, and we're committed to making sure your experience continues to reflect why you made the switch. [Specific thing they mentioned about your service] is something we take seriously, and we'll keep delivering. We're here whenever you need us!"
Why this template works
Reinforcing the specific reason they switched keeps the keyword in the response and signals to AI systems that you're the better option in that category without naming the competitor.
The review request message, 3 versions
The right message at the right moment is what turns happy clients into actual reviews. Use the version that matches the channel and relationship.
The keyword question technique
Instead of this
"Would you leave us a review?"
Generic question, generic review. Generic reviews are not AI-citable.
Try this
"Would you mention in your review what specifically you liked about how we handled [their situation]?"
Specific question, specific review. Specific reviews are AI-citable.
Other variations that work
Keyword question variations
- "If someone in [their industry] asked you what made the difference, what would you say?"
- "Would you mention how [specific service element] worked for your team?"
- "What would you tell a business owner in [their situation] about working with us?"
Why specificity matters for AI
The specificity of the question shapes the specificity of the review. Specific reviews are AI-citable. Generic reviews are not. AI systems use review text as a relevance signal. "Great team!" tells the algorithm nothing. "[Service] for [industry] in [city]" tells it everything.
Timing guide by scenario
Asking at the wrong moment is why most review requests get no response. Match the moment to the message.
| Moment | Window | Channel | Template |
|---|---|---|---|
| Post-completion | 24 to 48 hours | WhatsApp personal | Version 1 |
| Post-compliment | Same day | WhatsApp reply | Version 1 (adapted) |
| No response | Day 5 to 7 | Version 3 | |
| Ongoing client | Every 90 days | WhatsApp or email | Version 1 or 2 |
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