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Always acknowledge the issue and respond calmly, honestly and openly. Respond promptly and stay professional. Try to understand the problem before replying and show compassion. It's always good to offer to talk it over and invite the customer to give you a call or send an email to talk it over. How you respond to a review reflects how the customer will feel about your business.
To respond to reviews on Google you first need to claim your Google Business Profile. You'l then have access to reply publicly to the reviews in your profile. For positive reviews, a "thank you" and a personalized message is often much appreciated, while negative reviews requires a bit more attention and acknowledgment. Responding to reviews shows that you care about your customers.
Google does not offer a simple "delete" option for reviews. To remove an inappropriate review from Google, you must first read their reviews policy and then report the review. Google can remove reviews that violate its policy. The other way to get a review removed is to ask the writer to delete it or rewrite it.
Always thank the reviewer for leaving a review. Then make it personalized by mentioning the name of the reviewer, for example. Try to keep it short and authentic and invite the person to take action. This could for example be to invite them back to your store or letting them now about a special offer, or similar.