Build the review response system your team uses every day.
Tone of voice, timing, escalation paths, and reply templates designed around your industry, not pulled from a generic template library. Your team responds to every review the way your highest-converting one does. Four to six weeks from kickoff to internalized playbook.
Who this is for
Companies with an in-house team that responds to reviews but no consistent playbook. The framework engagement makes sense when you're already getting enough volume to need a system, and when reply quality varies enough across team members that it's costing you conversion.
What's included
- Response-pattern analysis against your highest-converting historical responses
- Tone-of-voice guide calibrated to your brand and buyer segment
- Reply templates for the 12 to 20 review-type patterns in your category
- Escalation tree: who handles what, when to involve legal, when to involve the CEO
- Two to three live workshops with your response team
- Pilot period with sit-in coaching on real review decisions
- Living document hosted on your internal docs platform of choice
Process and timeline
- Weeks 1 to 2: Historical response pattern analysis, tone audit, template design.
- Weeks 3 to 4: Team workshops, escalation tree alignment, pilot rollout.
- Weeks 5 to 6: Live coaching on real-time response decisions, framework refinement, handoff.
Frequently asked
What does the framework actually contain?
A response playbook covering tone of voice, escalation paths, who responds when, what to say (and what not to say) for each review-type pattern in your category, plus reply templates calibrated against your highest-converting historical responses. The deliverable is a living document, not a slide deck, designed for your team to use day to day.
How is this different from the reputation diagnostic?
The diagnostic tells you what's broken and what it's costing you. The framework engagement fixes the response system itself so your team operates differently going forward. Most clients run the diagnostic first to get the data, then framework engagement to build the operating playbook.
How long does framework rollout take?
Standard engagement is four to six weeks: two weeks of pattern analysis and template design, one to two weeks of team workshops and pilot, then a refinement period where I sit in on real response decisions until the playbook is internalized.
Ready to upgrade how your team responds to every review?