Effective Review Management System

This document outlines an efficient system for managing client reviews with the help of a virtual assistant. By utilizing this system, businesses can seamlessly collect, monitor, and manage online reviews, enhancing their reputation and service quality without additional manual effort.

Step 1

Begin the review management process by recognizing the potential of leveraging online reviews as a powerful tool for business growth. While it can seem like an overwhelming task, collecting and managing reviews are critical components of understanding client satisfaction.

Step 2

The goal is to gain insight into client experiences and simultaneously enhance Google reviews, all without additional workload. A virtual assistant facilitates this process by collecting feedback, allowing professionals to focus on their core responsibilities.

Step 3

The process is simple: each time a job is moved to the 'request review' stage within any pipeline (tax, payroll, or company return), the virtual assistant automatically sends a client satisfaction survey.

Step 4

Clients receive a friendly message asking them to rate their experience. If there is no response, the virtual assistant follows up gently, up to three times within a two-week period. This ensures client feedback is gathered effectively.

Step 5

For low ratings (one, two, or three stars), WorkMate, the virtual assistant, immediately notifies the director via SMS about the client's dissatisfaction. This provides an opportunity for the director to address the issue and improve the client's experience. For high ratings (four or five stars), the virtual assistant sends a thank you message with a link to the Google business profile, encouraging positive reviews.

Step 6

The review link is only sent after confirming client satisfaction. If the client does not post a review immediately, a gentle reminder is sent two days later. WorkMate ensures no repeat requests are sent to clients who have already left a review.

Step 7

To trigger the review process, simply move the job card to the 'request review' stage. Once completed, you can delete the job card by selecting and pressing Delete.

Step 8

This system allows for effortless review management—just move the job card, and the virtual assistant handles the rest. The dashboard provides a quarterly snapshot of client satisfaction ratings, empowering continuous improvement. When asked about the abundance of five-star reviews, you can proudly attribute it to having the best clients, all thanks to your efficient WorkMate.