The library · Accountancy firms · Reviews and reputation

Reply to a good review

Even a thank-you can confirm what the firm did for someone, and a review that mentions a tax saving invites a reply that repeats it.

The prompt
I work in marketing at an accountancy firm. Help me reply to a positive review.

Context: Even a thank-you can confirm what the firm did for someone, and a review that mentions a tax saving invites a reply that repeats it.

Before you start, ask me for anything missing from this list:
- The review
- Who did the work

Then:
1. Thank them for something specific in their review.
2. Keep it to two or three sentences.
3. Add nothing they did not say themselves.

Give me:
- The reply

Rules:
- Use only the facts I give you. Where something is missing, write [detail needed]. Never invent a number, a name, a quote or a source.
- Give general information only. Never write anything that reads as tax advice on a person's own affairs, and never suggest a tax saving or an outcome with HMRC is likely or guaranteed.
- Write in plain English, in our voice if I have given you a sample.
- Do not tell me what the rules or regulations say. If something may be restricted, flag it and I will check.

Finish with a list headed "Check before this goes out". Include these, plus anything else the partner who approves marketing or our ethics and compliance lead should see:
- That the reply adds no detail the reviewer did not give
- That it does not repeat or endorse a savings figure
- Naming the staff member only if the reviewer did

Paste it into Claude, ChatGPT, Gemini or Copilot. It will ask you for what it needs.

Check before this goes out

  • That the reply adds no detail the reviewer did not give
  • That it does not repeat or endorse a savings figure
  • Naming the staff member only if the reviewer did

The prompt gives you a first draft. Someone qualified still approves anything a client will read.

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