Reply to reviews of your classes and coaches

The prompt

Paste it into ChatGPT, Claude or Gemini and fill in each part in [BRACKETS]. Gym and studio owners and whoever manages the studio's reviews.

Copy prompt

I run a gym or studio. A few new reviews came in and I want to reply to each one this week. Members often name a coach, and I want those coaches thanked by name. For critical ones, I want a short, calm public reply that moves the real conversation off the review site.

What I have:
- The reviews, word for word, with the reviewer's first name or initial: [REVIEWS]
- My coaches' first names and what they teach: [COACHES]
- What I want to say about any problem a review raises, in my own words: [MY RESPONSE NOTES]
- How members can reach me directly: [HOW TO REACH ME]
- How I sound in public: [MY TONE]

What I want:
1. Sort the reviews into praise, mixed and critical.
2. For praise, write a short thank-you that names the coach or class they mentioned. Do not open two replies the same way.
3. For mixed and critical reviews, write a calm reply that thanks them, owns only what my notes say to own, and invites them to reach me directly.
4. Flag any review that mentions an injury, a refund, billing or safety, and do not draft a reply to it.

Rules:
- Write a draft for me to read. Do not send or post anything.
- Use only what I gave you. If something is missing, ask me instead of guessing.
- Never promise a refund, a credit or a fix I did not give you.
- Never confirm in public that someone is a member, how often they come or anything about their account.
- Leave out card details and anything about a member's health.

Give me back:
- The reviews sorted into praise, mixed and critical
- A reply for each one, ready for me to edit
- The flagged reviews for me to handle myself

When to use it

New reviews came in this week: some praise a coach or a class, and one is about crowded classes, cleanliness or a hard time cancelling.

When not to

Do not use it for a review that mentions an injury, a billing dispute or a safety problem. Those go to you before anything is posted.

What to paste in

• [REVIEWS]: Each review as written, with the reviewer's first name or initial and the star rating.
• [COACHES]: Your coaches' first names and the classes they teach.
• [MY RESPONSE NOTES]: For each problem a review raises, what is true and what you are doing about it, or none.
• [HOW TO REACH ME]: The email or studio line you want unhappy members to use.
• [MY TONE]: Three or four words for how you sound in public, or a reply you posted before that you liked.

Never paste

• Anything you know about the reviewer's account, payments or attendance
• Health or injury details about any member

A filled-in example

REVIEWS: Jen R., 5 stars: Dana's Saturday class is the best hour of my week, she remembers everyone's name. | Chris, 3 stars: Great coaching but the 5:30 pm classes are packed and I can't always get a spot. | Sam T., 5 stars: Marcus got me ready for my first powerlifting meet.
COACHES: Dana: Saturday Community Class and Thursday Intro Strength; Marcus: Intro Strength and Conditioning; Jess: early morning Strength
MY RESPONSE NOTES: Evening crowding is real. We are adding a 6:30 pm Conditioning class next month.
HOW TO REACH ME: Email the studio inbox on our website or ask for the owner at the desk.
MY TONE: Grateful, plain, never defensive

What you should get back

• Reviews sorted into praise, mixed and critical
• Short thank-yous that name the coach or class
• Calm replies to criticism that move the talk to a direct line
• Nothing that confirms membership or account details in public
• A list of reviews you need to handle yourself

What stays with you

The prompt writes a draft. You decide what happens to it, and nothing should reach a member until you have read it. Decisions about money stay with a person every time, and so do health questions and complaints. When KeenHand builds a routine like this, every message carries the same four decisions: Automate, Approve, Revise, Reject.

Related

• Invite back members who left on good terms. Short messages for former members, grouped by how long they have been gone, that lead with what is new and make coming back one easy step.
• Decide which classes to keep, move or cut. A plain read of how full each class has been, with options to keep, move, merge or cut, so you set next season's schedule from numbers.

More: every prompt for gyms and studios, marketing and reviews, and AI for gyms and studios.

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