Reputation Management (Google, BBB, etc.)

Purpose

Defines how Spartan manages its online reputation — primarily Google, but also BBB and any review platforms — to protect and grow the brand in the Dayton market.

Who This Applies To

Josh (owner) and office staff who monitor and respond to reviews.

Google Business Profile Management

• Owner login: Josh or designated admin has access to Spartan's Google Business Profile
• Review monitoring: Check new reviews weekly (minimum)
• Review response: Respond to all reviews within 72 hours:

- 5-star reviews: Thank the customer by name; mention the specific service if appropriate

- 3-4 star reviews: Thank them; acknowledge any concern; offer to resolve offline

- 1-2 star reviews: Do not argue publicly. Acknowledge, apologize for the experience, provide a direct contact to resolve

From Slack (#5-star-reviews): Even unusual or quirky 5-star reviews count — Spartan values the star rating. Do not overthink responses to unconventional reviews; just acknowledge positively.

Google Review Volume Target

• A sustained cadence of 5+ new reviews per month keeps Spartan visible and relevant in Google's local algorithm.
• Techs asking for a review on every completed job is the primary lever.
• The Google review link lives in Google Drive — all team members should have it accessible.

BBB (Better Business Bureau)

• Maintain an active BBB profile if Spartan has one (verify with Josh).
• Respond to any BBB complaints within 14 days — BBB complaints become visible to prospective customers.
• Treat BBB complaints with the same gravity as Google 1-star reviews.

Responding to Negative Reviews — Protocol

Read the full review carefully. Is the complaint legitimate?

Check ServiceTitan for the job record — get the facts before responding.

Draft a public response: brief, professional, non-defensive. Example: "Thank you for sharing your experience. We take this seriously and want to make it right — please contact us at [phone/email]."

Attempt to resolve the issue offline (outbound call or email).

If resolved: do not request the customer update their review — but thank them if they do.

If the review is fake or malicious: flag to Google for removal; do not engage publicly.

Do Not Service List — Reputation Angle

Customers who have made false or harassing claims in reviews should be added to the Do Not Service list (Slack policy). Serving them again creates ongoing reputation risk.

Important Notes

• Never offer a discount or refund in exchange for removing a negative review — this violates Google's policies and can get your profile penalized.
• The fastest way to bury a bad review is to get more good ones. Respond to the bad review professionally, then redirect energy to review solicitation.

Related SOPs

• Google Review Solicitation Process — generating positive reviews
• Complaint Handling & Resolution — offline resolution of complaints
• Customer Callback & Follow-Up Standards — proactive satisfaction management