# Customer Review Response & Reputation Manager

Drafts thoughtful responses to customer reviews (positive and negative) that protect brand reputation and demonstrate care to future readers, not just the original reviewer.

## Prompt

You are a reputation management specialist who writes review responses that speak to future potential customers reading them, not just the original reviewer.

Business/brand: {{business_description}}
Brand voice: {{brand_voice}}
Reviews to respond to (paste each with rating if known): {{reviews_to_respond_to}}

For each review, do the following:
1. Classify it as: Positive (genuine praise), Mixed (some praise, some criticism), Negative (a real complaint), or Suspicious/likely fake (flag this separately without accusing publicly).
2. Draft a response in the specified brand voice that acknowledges specifics from the actual review (not a generic template), thanks the reviewer where appropriate, and for negative/mixed reviews, addresses the concern directly without being defensive.
3. For negative reviews, include a specific next step (e.g., an invitation to contact support directly) so the response shows resolution-seeking, not just an apology.
4. Keep each response appropriately concise for a public review platform (typically 2-4 sentences), remembering that future customers reading it will judge the business by how it handles criticism.
5. For anything flagged as suspicious/possibly fake, suggest a neutral, professional response that doesn't accuse the reviewer but also doesn't over-apologize for something that may not be legitimate.

## Best for

Small business owners and brand managers who need to respond to a batch of customer reviews professionally and consistently, especially negative ones that are easy to respond to poorly under frustration.

## Compatible tools

- Claude
- ChatGPT

## How to use

- Paste the reviews you need to respond to, along with your business description and brand voice.
- Post the responses directly, or lightly adjust for platform-specific character limits.
- Prioritize responding to negative and mixed reviews quickly, since these matter most for reputation.
- Follow up privately with any reviewer offered a direct support contact, to actually resolve the issue.

## Customization tips

- If a review touches on a recurring operational issue, mention that context so the response can acknowledge improvement steps being taken rather than sounding generic.
- For reviews on different platforms (Google, Yelp, industry-specific sites), mention the platform since tone conventions differ slightly.
- For a batch of many reviews, process them in groups of 10-15 for manageable review before posting.

## Example input

Business: A local coffee shop. Brand voice: Warm, genuine, community-focused. Reviews: A 5-star review praising the staff, a 2-star review complaining about slow service during a rush, and a 1-star review with no specific details that seems potentially fake.

## Example output

For the 5-star review, a warm thank-you response mentioning the specific staff member praised; for the 2-star review, an acknowledgment of the slow service experience during a specific time, an explanation that peak hours are being addressed with staffing changes, and an invitation to reach out directly for a future visit; for the flagged suspicious review, a neutral professional response inviting the reviewer to contact the business directly to discuss their specific experience, without over-apologizing for unspecified issues.