Review Signal Escalation and Client Alert Protocol (Delivery)

Review Signal Escalation and Client Alert Protocol (Delivery)

1. 01

   Classify every inbound review within four business hours of publication

   Sort into three tiers: routine (4-5 star), recoverable (1-3 star with a named service failure), and urgent (safety, legal, billing fraud, or staff conduct allegations). Tier determines who touches the reply and how fast.

2. 02

   Route urgent-tier reviews to the account lead before any public response is drafted

   Automated reply tools will happily publish a cheerful apology on a review alleging injury or discrimination. Hold those in a queue that requires a named human to release.

3. 03

   Pull the underlying job record before writing the response

   Match the reviewer to the client's CRM or booking system so the reply references the actual date, location, and service. Generic acknowledgements read as automated and invite escalation.

4. 04

   Draft the public reply, then send a private follow-up channel offer

   Keep the public reply under 90 words and free of compensation specifics. Move refund, rework, or credit conversations to phone or email where the client controls the record.

5. 05

   Log the review theme against the client's service lines in a shared tracker

   Tag recurring complaints (wait time, pricing surprise, technician conduct) so patterns surface at three occurrences rather than thirty. This tracker becomes the evidence base for the upsell conversation.

6. 06

   Notify the client contact with a same-day summary and a recommended action

   Send the review link, the drafted reply, and one sentence on what changed operationally. Clients who see the alert before their own customers do stay on retainer longer.

7. 07

   Escalate unresolved urgent items to the agency principal at the 24-hour mark

   If the client has not approved a response or the situation is compounding, the principal decides whether to pause automated review requests for that location until the issue closes.