SOP: Google Reviews
What this covers
Section titled “What this covers”Monitoring and replying to Google reviews on our three Google Business Profile listings — Phoenix HQ, Chandler, and Arcadia — in Anderson’s voice, plus flagging the ones that need a human decision.
Before you start — the inputs
Section titled “Before you start — the inputs”- GBP access — Manager on all three locations (see Tools & Systems / your login checklist).
- Brand voice — Brand Voice & Guidelines. Every reply sounds like the same confident, warm expert.
- The response patterns — Practice Gym → Rep 4 has model replies for 5★ / 3★ / 1★.
The steps
Section titled “The steps”1. Check all three locations
Section titled “1. Check all three locations”Open each GBP listing (or the GBP dashboard) and look for new reviews since your last check. Don’t let one location go quiet — Chandler and Arcadia matter as much as Phoenix.
2. Triage by rating
Section titled “2. Triage by rating”- 5★ / positive → reply yourself, warm and specific.
- 3★ / mixed → reply yourself: own the gap, stay professional, no defensiveness.
- 1★–2★ / negative → draft a reply but flag it to Garrett before posting. These are judgment calls and sometimes signal a real service issue Ops needs to know about.
3. Draft the reply (Claude can help)
Section titled “3. Draft the reply (Claude can help)”Use the Rep 4 patterns as your model. Claude can give you a first draft — paste the review + our brand voice (see Using Claude) — but you make it ours and you verify it.
A good reply: thanks them, is specific to what they said, reinforces what we do well, and sounds human. Use the reviewer’s name when you have it.
4. Post (or escalate)
Section titled “4. Post (or escalate)”- Positive / mixed: post the reply.
- Negative: send the draft to Garrett in a ClickUp task; post only after sign-off.
5. Ask for reviews (the Advocacy side)
Section titled “5. Ask for reviews (the Advocacy side)”Reviews don’t just happen — we ask. Our Klaviyo review-request flow nudges happy customers after a job. If you spot a thrilled customer (a glowing call note, a repeat client), flag them for a review request. More reviews → more Consideration-stage trust.
The weekly rhythm
Section titled “The weekly rhythm”| When | What you do |
|---|---|
| Twice a week (e.g., Mon & Thu) | Scan all three locations; reply to new positive/mixed reviews. |
| Same day | Draft + escalate any negative review to Garrett. |
| Monthly | Note review count + average rating per location for the monthly report. |
Target: respond to every review within 2 business days.
Guardrails
Section titled “Guardrails”- Never argue, never grovel. On price complaints, we’re calmly confident in value over price — we’re not the cheapest and don’t pretend to be.
- Negative reviews → Garrett first. Always. They may need Ops involved.
- No private details in a public reply (no names of techs, no job specifics the customer didn’t share, no addresses).
- When unsure how to respond — ask. A delayed reply beats a wrong one.
Source: the marketing runtime’s review-management workflow. Last updated: June 2026.