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    Reputation field note

    Reputation Management Playbook

    Build a responsible system for review invitations, monitoring, professional responses, feedback, escalation, and customer-experience learning.

    Reviews14 min readUpdated August 10, 2026

    Your online reputation is your most valuable marketing asset. One bad review on page one can cost you thousands in lost business. Here's how to take control.

    Why Reputation Matters

    Listen

    Treat feedback as useful customer research

    Respond

    Show that concerns receive thoughtful attention

    Learn

    Use themes to improve the customer experience

    Invite

    Ask every eligible customer for honest feedback

    Review Acquisition System

    Happy customers rarely leave reviews unprompted. You need a systematic approach to capture reviews at the right moment.

    The "Point of Happiness" System

    1
    Identify the Moment

    When is the customer happiest? Right after service completion, after expressing satisfaction, or after a positive follow-up.

    Within 24 hours
    2
    Make the Ask Easy

    Send a direct link to your Google review page. One click should get them there. No searching required.

    Immediate
    3
    Multi-Channel Follow-up

    If no response after SMS, follow up with email. Then a reminder 3-5 days later.

    3-5 day sequence

    Review Request Templates

    SMS Template (Best Response Rate)

    "Hi [Name]! Thanks for choosing [Business]. If you had a great experience with [Tech Name], a quick Google review would mean the world to us! 🙏 [Direct Link] - The [Business] Team"

    Keep under 160 charsPersonal touchDirect link

    Email Follow-up Template

    Subject: How did we do, [Name]?

    Hi [Name],

    We wanted to follow up on your recent [service] and make sure everything met your expectations.

    If you were happy with the work, we'd be incredibly grateful if you could leave us a quick Google review. It only takes 60 seconds and helps other Louisville homeowners find reliable service.

    [Leave a Review Button]

    Thanks for trusting [Business] with your [service type]!

    - [Your Name]

    Review Response Framework

    Responding to reviews, especially negative ones, shows prospective customers how you handle feedback. Follow this framework:

    5-Star Response Template

    1. 1. Thank them by name
    2. 2. Reference something specific from review
    3. 3. Reinforce a key value proposition
    4. 4. Invite them back / mention other services
    "Thank you so much, Sarah! We're thrilled your AC is running perfectly again. Our technician Mike takes pride in getting the job done right the first time. We look forward to helping with any future HVAC needs!"

    Negative Response Template

    1. 1. Acknowledge and empathize
    2. 2. Apologize for their experience (not admitting fault)
    3. 3. Take it offline with contact info
    4. 4. Promise to make it right
    "John, thank you for your feedback. We're sorry to hear your experience didn't meet expectations. This isn't our standard, and we'd like to make this right. Please call us at (502) 438-8304 so we can discuss a solution directly."

    Monitoring & Alerts

    You need to know about reviews within hours, not days. Here's how to set up monitoring:

    Google Business Profile

    Enable notifications in GBP settings

    Email when new review posted

    Facebook

    Page notifications in Business Suite

    Push notification for recommendations

    Yelp

    Business owner account notifications

    Email digest of new reviews

    Google Alerts

    Set alert for "[Your Business Name]"

    Daily digest of mentions

    Response Time Matters: Aim to respond to all reviews within 24 hours. Negative reviews should be addressed within 2-4 hours if possible.

    Crisis Response Protocol

    Sometimes a situation escalates. Here's your crisis protocol:

    Viral Negative Review

    Owner involvement

    Respond publicly within 2 hours. Offer direct contact. Do NOT argue.

    Fake/Defamatory Review

    Legal review if needed

    Document evidence. Flag for removal. Respond professionally noting you have no record of service.

    Rating Drops Below 4.0

    Weekly monitoring

    Accelerate review acquisition. Audit service quality. Personal outreach to recent customers.

    Competitor Attack

    Platform support

    Document pattern. Report to platform. Focus on legitimate review acquisition.

    Need Help Managing Your Reputation?

    Our reputation management services include review acquisition automation, monitoring, and professional response management. Let us protect your most valuable asset.

    Get Reputation Help

    Ready to Build a 5-Star Reputation?

    Let's create a system that consistently generates positive reviews.

    Get Started(502) 438-8304