Handle Online Reviews

Monitor and manage customer reviews on Google, Yelp, and other platforms.

Procedure

Set up profiles

1. Claim business on Google My Business, Yelp, Facebook
2. Fill in accurate info (address, phone, website)
3. Add photos and description

Monitor daily

1. Check platforms daily for new reviews
2. Set up notifications/alerts
3. Track trends in feedback

Moderate

1. Remove spam or fake reviews
2. Flag inappropriate content
3. Don't delete negative reviews - respond instead

Respond

1. Thank reviewers (positive + negative)
2. Address specific concerns
3. Offer solutions where possible
4. Stay professional

Solicit reviews

1. Email satisfied customers
2. Share positive reviews on social media
3. Be transparent about any incentives

Analyze feedback

1. Compile reviews from all sources
2. Look for patterns (complaints, praise)
3. Identify improvements

Implement changes

1. Plan action for improvements
2. Communicate with team
3. Monitor results

Key Points

• Respond to all reviews promptly
• Never manipulate or buy reviews
• Use review management tools