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Responding to Negative Reviews: Authenticity Matters More Than Perfection Prompted and AI-generated responses to reviews seem to be all the rage these days. And while they absolutely serve a purpose, there’s an important responsibility that often gets overlooked: those responses still need to reflect the true character  of the business. A one-size-fits-all response, no matter how polite, can feel disconnected, sterile, or worse, inauthentic. Sometimes, a “keep it real” reply

As I enter my Third year as a Google Product Expert (volunteer), one thing has become increasingly clear: the top request I receive is assistance with review removal. Business owners feel personally attacked when a negative review comes in — sometimes as if the reviewer insulted their first-born child. And in that emotional moment, many owners fire off a heated, defensive response that ends up doing far more damage than the review itself. A single combative reply can scare aw