Every review gets a written reply within 24 working hours, in your voice, approved by you.
An unanswered review leaves the customer with the last word. A well-handled reply speaks less to its author than to the dozens of people who will read it later while deciding whether to call you.
A one- or two-star review is handled as a priority, the same day. We acknowledge what needs acknowledging, set the record straight where necessary, and take the rest of the conversation out of the public eye.
What we never do: justify at length, contradict head-on, or let irritation show. A defensive reply does more damage than the review itself.
Replying to positive reviews is not decorative politeness: it is a signal of activity, and it encourages the next customers to write in turn.
Replies stay short and distinct from one another. A page of identical copy-pasted thank-yous is spotted at a glance.
We set the tone with you at the start: level of formality, sign-off, and topics never to be raised in public.
Depending on your preference, replies go out directly or pass through your approval in the portal first. Nothing is written in your name without you being able to read it.
The other workstreams