Before day one
Pick one person to own the project and one backup. Decide your budget, and whether you're starting with free tools or a paid product chosen with the buying checklist. Write down today's numbers from the core metrics so you can see what changes.
Week 1: profiles and access
- List every platform where you have, or should have, a profile
- Claim and verify each one; add a second owner or manager
- Correct name, address, phone, hours, categories and website on each
- Look for duplicate listings and request merges or removal
- Turn on new-review notifications to a shared inbox
- If using software, connect your profiles and confirm reviews are coming through
Week 2: the request process
- Write one neutral request message and choose the moment to send it
- Create direct review links and a QR code
- Decide the channel: email, text with consent, in person, printed card
- Connect your booking or sales system so requests send automatically, or set a daily manual routine
- Check the flow sends every customer the same link, with no rating filter
- Run a test with staff accounts or your own email before going live
The rules behind these steps are on asking for reviews the compliant way.
Week 3: the reply routine
- Decide who replies, and who approves replies to negative reviews
- Set a target, such as replying to every review within two business days
- Write a few reply starting points and a list of things never to say in public
- Agree how to handle reviews that may break platform policies
- Reply to any unanswered recent reviews, newest first
See replying to negative reviews and handling fake reviews.
Week 4: measure and hand over
- Compare requests sent with new reviews received; fix any broken step
- Read every review from the month and tally themes
- Agree one operational fix based on what customers say
- Write a one-page process note: who does what, and when
- Book a monthly 30-minute review meeting
- If on a trial, decide whether to keep the software before it renews
Brief the team
Everyone who deals with customers should know three things: the business asks every customer for an honest review, staff must never write or post reviews for the business, and complaints should be passed on, not argued about. A five-minute briefing covers it. Avoid targets that reward individual staff for star ratings, which invite pressure on customers.
After day 30
- Monthly: run the routine from review metrics
- Quarterly: check every profile's details, managers and links still work
- Yearly: re-read platform policies and the FTC's guidance for changes, and review your software contract before renewal
The plan works the same with or without paid software. Software saves time at scale, but the habits are what bring results.