Response templates for every star rating. Reputation work that prospects watch.
Online reviews are the modern referral. Before a prospect calls you, they search you. A review graveyard with no responses kills deals before you know they existed.
Write 3-5 sentence response to this 5-star review. - Thank by first name - Reference something specific from their review - Reinforce what I do - End warmly, not saccharine Avoid "it was our pleasure" / "strive to provide excellent service." REVIEW: [paste]
Response to 1-2 star review. - Acknowledge frustration, no arguing facts - Do NOT reveal any client-specific details (privacy) - Briefly note what I'd try to do to resolve - Invite contact at [phone/email] privately - No defensiveness, no apology-spiral - 4-6 sentences Future prospects watch how I handle pressure. REVIEW: [paste]
80-120 word email asking happy client for a review. Context: [what we did] - Open: specific recent interaction - Ask: share experience on Google - Direct link placeholder - 60 seconds - Offer to answer questions Do NOT: offer incentive, specify 5 stars, pressure.
15 min per week, every review responded to.