Replying to reviews isn’t just good customer service — it’s a local SEO strategy. When we include the service performed and the area served in our replies, we give Google stronger location and relevance signals. Over time, these small, natural mentions can help our Google Business Profile rank higher for the searches that matter most.
Table of Contents
Why mention the service and the location?
Google uses many signals to decide which local businesses to show in search. One of those signals is relevance. When we repeat or reference the product or service a customer bought, we add context to the GBP. When we also include the place where the service was delivered, we add a local signal. Together, these bits of text help the profile match local searches better.
Photos and videos do this too. When we add pictures and tag them with locations or show services, they give Google more proof that we operate in certain areas. Replying to reviews works the same way. If we do it often, Google sees more targeted text tied to our business and our service area.
What to include in a review reply
Keep replies simple and natural. We should include three things when possible:
- Thank you and the customer name when available.
- The product or service they purchased or used, using variations of the term.
- The location where the service was provided, using one of several safe location modifiers.
We should not try to stuff every location term into one reply. Instead, we can use different location modifiers across replies. This builds a map of relevance over time without sounding spammy.
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Which location terms are safe to use
Do not include private addresses or personal data. We must avoid giving out exact street addresses for customers. But we can safely use these location modifiers:
- Neighborhood name or section of the city
- Street name (but not the exact house number)
- City or town name
- County name
- Metropolitan region or larger area name
- Community, district, or area names
For example, if we service a customer in Glen Burnie, MD, we can mention Glen Burnie or Anne Arundel County or even the greater Baltimore area. Across many replies, we might alternate among neighborhood, city, and county mentions.
How to find local names
If we are not sure what neighborhood or district name to use, we can look them up. Here are simple places to check:
- Google search results and the local map. Google often lists neighborhood names.
- Sites like NeighborhoodScout and homes.com that show local area names.
- Wikipedia pages for the city or county to see how the area is grouped.
- County or regional government pages for official names.
Once we know the common names, we can use them naturally in review replies. This helps the GBP match searches that include those place names.
Templates we can use
Here are short templates we can adapt. They keep the reply natural and include the right signals.
Positive review reply example
Thank you, Frank, for choosing On Time Pest Control. We are glad we could solve your rodent control problem in Glen Burnie, MD. If you need anything else in Anne Arundel County, give us a call.
Neutral or mixed review reply example
Thanks for the feedback, Maria. We appreciate you mentioning our carpet cleaning service in the downtown district. We want to make this right. Please call our Glen Burnie office so we can address the issue.
Negative review reply example
We are sorry you had a bad experience with our HVAC tune-up in the north side neighborhood. We want to fix this. Please contact our Anne Arundel County team at [phone] so we can help. Thank you for bringing this to our attention.
Note that we included the service, the general place, and an offer to follow up offline. This keeps the reply public, helpful, and safe.
How often should we mention the product and location?
Reply to each review when possible. In each reply, reference the product or service that the customer used. Add a location modifier in many replies. We do not need a location in every single reply, but it is best to include one often. Over time, this builds relevant text around the GBP.
Use different variants of product and location words. For example, say rodent control, pest control, or mouse removal in different replies. For place terms, rotate among neighborhood, city, county, and region. This helps capture a range of local searches.
Why competitors are not doing this consistently
Many businesses thank customers but do not use targeted words in replies. They miss the chance to add small local signals. If we reply with product and place names regularly, our profile can gain an edge. It shows Google that we offer specific services in specific places. It also shows that we respond to customers.
Keep replies natural and customer-focused
Do not spam keywords. Replies should sound like real people wrote them. Use short sentences. Add the service and the location in a way that reads naturally. For example, “Thanks for choosing our AC repair team in downtown Glen Burnie” reads better than a list of keywords.
Also avoid sensitive topics in public replies. If a review raises a private or legal concern, invite the reviewer to contact us directly and take the conversation offline. This keeps the public reply simple and polite.
Small checklist to follow when replying
- Thank the reviewer by name when possible.
- Restate the product or service they used, using a natural wording.
- Mention a safe location modifier (neighborhood, city, county, or region).
- Offer next steps or contact info if the review needs follow up.
- Keep the reply short and polite. Rotate wording across replies.
Examples across different business types
These short examples show how to apply the method across services.
- Home services: Thank the customer, mention the job (roof repair, gutter cleaning) and the area (south side neighborhood or county).
- Retail store: Thank the customer, mention the product (running shoes, backpack) and the store city or shopping district.
- Restaurant: Thank the customer, mention the dish or service (takeout, dine-in) and the neighborhood or town.
- Service area business: Mention where the service was delivered and the type of service. Use wider area names when needed.
What to avoid
- Do not add exact personal addresses or private info.
- Do not copy the same reply word for word to every review.
- Do not stuff replies with many place names or many keyword variants in one response.
- Do not ignore negative reviews. Reply calmly and offer to fix the problem offline.
Measuring the impact
We should track GBP performance over time. Look at local rankings, views, and searches. If replies are consistent and include product and place words, we often see better local visibility. It may take weeks or months to notice changes. But steady, on-brand replies build better signals over time.
Final tips
Keep a short library of reply templates that follow the rules above. Train team members who reply so they use natural wording and rotate location and product terms. Use common names for neighborhoods and counties so customers recognize them. And always be polite. Good answers help customers and help local search.
FAQ
Should we reply to every review?
Yes. Replying to each review shows we care and gives Google more content tied to our profile. Try to reply to every review, positive and negative, even if the reply is short and friendly.
Can we mention the exact address of where we worked?
No. Do not include private addresses or personal data. Use safe location modifiers like neighborhood, city, county, or region. Street names are OK without house numbers.
How many location terms should we use in one reply?
Keep it simple. One clear location term per reply is best. Over time, rotate among neighborhood, city, and county mentions across replies.
What if the customer did not mention the service they used?
If the review does not state the service, we can gently ask them to confirm or mention a likely service if we are sure. Keep it polite and not pushy. For example, “Thanks for your review. If you used our carpet cleaning in Glen Burnie, please call us so we can help.”
Will this method work for all businesses?
Yes, most local businesses benefit from clear, local review replies. Service area businesses and storefronts both gain from mentioning services and locations. Keep replies natural and consistent.