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A new review comes in

Your customer just left a review on Google. Without SmallBizReply, it sits unanswered — hurting your ranking and trust.

New Google Review
Google Reviews
E

Sarah M.

1 review

a week ago

Best croissants in town! The staff is always so welcoming and the coffee is top-notch. We come here every Saturday morning.

No response yet

Where it matters most

Turning negative reviews into second chances

Bad reviews are stressful. Responding well can turn an angry customer into a loyal one — 34% of unhappy reviewers update or delete their review after a thoughtful response.

Google Reviews
K

Karen W.

1 review

3 days ago

Absolutely terrible experience. Waited 40 minutes for a simple coffee and sandwich. When the food finally came, the sandwich was cold and stale. I asked to speak to a manager and was told nobody was available. Will NOT be coming back. Save your money and go somewhere else.

SmallBizReply responds in minutes
REPLIED WITH SMALLBIZREPLY
Response from the owner

Karen, I'm truly sorry about your visit — that's not the experience we want anyone to have. A 40-minute wait for coffee and a sandwich is unacceptable, and I completely understand your frustration with the cold food on top of that. I've spoken with our kitchen team about what went wrong that day, and we're making changes to our lunch rush workflow so this doesn't happen again. I'd love the chance to make this right — please reach out to us at hello@rosiesbakery.com and your next visit is on us. We hope to earn back your trust.

Why this works

The reply acknowledges the problem, avoids being defensive, explains what's being fixed, and offers a concrete make-good. Future customers reading this see a business that cares.

Dashboard

Overview of your reviews and performance

Total Reviews

6

Avg Rating

3.8

Response Rate

100%

Replies Saved

6

Tone

Reply Length

Custom Instructions

Google Business Profile

Connected — sync reviews from your Google listing

Performance History

Weekly snapshots of your review metrics

+9

new reviews since joining

10% → 77%

response rate improvement

4.4

current average rating

Total Reviews

38
Feb 1
39
Feb 8
39
Feb 15
40
Joined
43
Mar 1
46
Mar 8
48
Mar 15

Response Rate

8%
Feb 1
10%
Feb 8
12%
Feb 15
45%
Joined
72%
Mar 1
91%
Mar 8
100%
Mar 15
Before SmallBizReplyAfter onboarding

Reviews

See the difference SmallBizReply makes

Without SmallBizReply
Google Reviews
S

Sarah M.

1 review

a week ago

Best croissants in town! The staff is always so welcoming and the coffee is top-notch. We come here every Saturday morning.

J

James T.

1 review

2 weeks ago

Great food and atmosphere. Only reason it's not 5 stars is the wait time on weekends can be a bit long. But the pastries are absolutely worth it.

D

Diana L.

1 review

2 weeks ago

I hosted my daughter's birthday party here and it was absolutely perfect. The team went above and beyond with decorations and the custom cake was a showstopper!

M

Marcus R.

1 review

3 weeks ago

Coffee is decent, pastries are good. The seating area could use some updating — the chairs aren't very comfortable for long stays. Friendly staff though.

P

Priya K.

1 review

3 weeks ago

The gluten-free options here are amazing! As someone with celiac, I rarely find a bakery that takes cross-contamination seriously. Rosie's is a gem.

K

Karen W.

1 review

3 days ago

Absolutely terrible experience. Waited 40 minutes for a simple coffee and sandwich. When the food finally came, the sandwich was cold and stale. I asked to speak to a manager and was told nobody was available. Will NOT be coming back. Save your money and go somewhere else.

With SmallBizReply
Google Reviews
S

Sarah M.

1 review

a week ago

Best croissants in town! The staff is always so welcoming and the coffee is top-notch. We come here every Saturday morning.

REPLIED WITH SMALLBIZREPLY
Response from the owner· Just now

Thank you so much, Sarah! Saturday mornings are our favorite too — we love seeing your family come in. The croissants are baked fresh every morning at 6am, so you're always getting them at their best. See you this weekend!

J

James T.

1 review

2 weeks ago

Great food and atmosphere. Only reason it's not 5 stars is the wait time on weekends can be a bit long. But the pastries are absolutely worth it.

REPLIED WITH SMALLBIZREPLY
Response from the owner· Just now

Hi James, thanks for the kind words! We hear you on the weekend wait — we're actually adding a new pickup window next month to help with that. In the meantime, ordering ahead on our app can save you some time. Hope to see you again soon!

D

Diana L.

1 review

2 weeks ago

I hosted my daughter's birthday party here and it was absolutely perfect. The team went above and beyond with decorations and the custom cake was a showstopper!

REPLIED WITH SMALLBIZREPLY
Response from the owner· Just now

Diana, that means the world to us! We had so much fun helping plan your daughter's special day. Our pastry chef loved designing that unicorn cake. Wishing your daughter a wonderful year ahead!

M

Marcus R.

1 review

3 weeks ago

Coffee is decent, pastries are good. The seating area could use some updating — the chairs aren't very comfortable for long stays. Friendly staff though.

REPLIED WITH SMALLBIZREPLY
Response from the owner· Just now

Hey Marcus, appreciate the honest feedback! You'll be happy to know we're refreshing the seating area next month with comfier chairs and some cozy booths. We'd love for you to come back and try them out — coffee's on us!

P

Priya K.

1 review

3 weeks ago

The gluten-free options here are amazing! As someone with celiac, I rarely find a bakery that takes cross-contamination seriously. Rosie's is a gem.

REPLIED WITH SMALLBIZREPLY
Response from the owner· Just now

Priya, thank you so much for this review! We take allergen safety really seriously and it means a lot to hear that. Our dedicated gluten-free prep area is something we're really proud of. So glad you can enjoy our treats worry-free!

K

Karen W.

1 review

3 days ago

Absolutely terrible experience. Waited 40 minutes for a simple coffee and sandwich. When the food finally came, the sandwich was cold and stale. I asked to speak to a manager and was told nobody was available. Will NOT be coming back. Save your money and go somewhere else.

REPLIED WITH SMALLBIZREPLY
Response from the owner· Just now

Karen, I'm truly sorry about your visit — that's not the experience we want anyone to have. A 40-minute wait for coffee and a sandwich is unacceptable, and I completely understand your frustration with the cold food on top of that. I've spoken with our kitchen team about what went wrong that day, and we're making changes to our lunch rush workflow so this doesn't happen again. I'd love the chance to make this right — please reach out to us at hello@rosiesbakery.com and your next visit is on us. We hope to earn back your trust.

Frequently Asked Questions

How does SmallBizReply reply to my reviews?

Once you connect your Google Business Profile, SmallBizReply automatically detects new reviews, writes a thoughtful reply in your voice, and posts it directly to Google — all without you lifting a finger.

Will the replies sound like me?

Yes! During setup you choose a tone (warm, casual, professional, or witty), a reply length, and can add custom instructions like "always mention our weekend brunch" or "sign off as The Rosie's Team."

What about negative reviews?

SmallBizReply handles them with care — acknowledging the concern, apologizing where appropriate, and offering to make it right. 34% of unhappy reviewers update their rating after a thoughtful response.

Do I need to approve each reply?

Nope. Replies are generated and posted automatically. You can always log into your dashboard to review past replies and adjust your style settings anytime.

How much does it cost?

We're currently onboarding businesses for free while we grow. Just reply to our outreach email or use the contact form and we'll get you set up.

Can I stop or change it later?

Of course. You can update your reply style, custom instructions, or disconnect your Google account from your dashboard at any time.