One & Two Star Review Handling

One & Two Star Review Handling

Purpose

This SOP covers what Tekton does when a client receives a one-star or two-star Google review.

The goal is simple:

1. Report the review to Google.
2. Document it.
3. Ask the client for the backstory.
4. Send the client a drafted public response to approve.
5. Only publish the response after approval.

Do not overcomplicate this. The first move is to report the review, not debate it internally.

Owner

Current CSM owner: Kyle

Support: GBP Specialist

Kyle owns the client communication and approval loop. The GBP Specialist supports reporting the review, documentation, and publishing the approved response when needed.

When to use this SOP

Use this for any new one-star or two-star Google review on a client Google Business Profile.

Do not use this for normal 3-5 star review responses. Use Review Response for standard review response workflow.

When the weekly monitor finds a one-star or two-star review, it should create a separate urgent TaskTracker task following Weekly GBP Review Monitoring. Then Kyle uses this SOP for the client clarity, approval, and publishing process.

Steps

1. Report the review to Google

The first thing that happens is the review gets reported.

1. Open the client’s Google Business Profile reviews.
2. Find the one-star or two-star review.
3. Click the three-dot menu on the review.
4. Choose Report review / Flag as inappropriate.
5. Select the closest reason Google provides.
6. Record the date it was reported.

Do not report the same review over and over. Report it once and move to the client communication step.

2. Screenshot the review

Take a screenshot before sending anything to the client.

The screenshot should show:

• Reviewer name
• Star rating
• Review text
• Date or timestamp if visible
• Client/business profile if visible

Attach the screenshot to the TaskTracker note or the client review folder if one exists.

3. Email the client for the backstory

Kyle sends the client a short email with:

• Screenshot of the review
• Confirmation that Tekton already reported it to Google
• A request for the backstory/context
• A drafted public response for the client to approve

The client should not have to figure out what to say from scratch. We send the recommended response with the first email.

4. Client email template

Subject: Quick heads up on a new Google review

Hey [Client Name],

A new [one-star/two-star] Google review came through from [Reviewer Name]. We already reported it to Google for review.

I attached a screenshot here so you can see exactly what was posted.

Can you send us the backstory on this one?

A few things that would help:

- Do you recognize this person?
- Were they a customer, lead, employee, vendor, or someone you do not recognize?
- Is there any context we should know before responding publicly?

If Google does not remove it, here is the response we recommend posting:

"[Drafted public response]"

Please reply with any context and let us know if you approve that response or want changes before we post it.

Thanks,
Kyle

5. Draft a response based on what the reviewer actually said

Do not send the client a boilerplate response.

Kyle should draft a custom response that reflects the reviewer’s complaint without arguing with them. The response should sound like the business read the review and is willing to handle it professionally.

Use this process:

1. Read the review and identify the main complaint.
2. Decide what type of review it is:
   • Specific service complaint: mentions a job, appointment, crew, quality issue, delay, price, damage, cleanup, communication, or billing.
   • Vague negative review: low rating with little or no detail.
   • Unknown reviewer: client may not recognize the name.
   • Abusive / fake-looking review: threats, profanity, competitor-looking, spam, or clearly unrelated.
3. Draft a short response that acknowledges the specific issue at a high level.
4. Do not admit fault unless the client confirms Tekton should.
5. Do not include private job details, addresses, invoices, medical/family details, or internal notes.
6. End with a simple path to take the conversation offline.

The public response is not for arguing with the reviewer. It is for future customers who may read the review later.

Good response rules:

• Mention the complaint category when it is safe, such as scheduling, communication, cleanup, workmanship, or billing.
• Do not copy/paste the same response across clients.
• Do not attack the reviewer.
• Do not reveal private customer details.
• Do not accuse the review of being fake unless the client confirms that and approves the wording.
• Keep it calm, short, and direct.
• Invite the person to contact the business directly when appropriate.

6. Response drafting examples

These are examples of structure, not copy/paste templates. Adjust the response to the actual review.

If the review mentions communication or scheduling:

Hi [Reviewer Name], we are sorry to hear there was frustration around communication and scheduling. That is not the experience we want customers to have. Please contact our team directly at [phone/email] so we can look into what happened and work toward a resolution.

If the review mentions workmanship or job quality:

Hi [Reviewer Name], we are sorry to hear you were not satisfied with the work. We take concerns about quality seriously and would like the chance to review the details with you directly. Please contact us at [phone/email] so we can look into this.

If the review mentions price, billing, or estimate confusion:

Hi [Reviewer Name], we are sorry to hear there was confusion around the estimate or billing. We would like to better understand the situation and review it with you directly. Please contact our team at [phone/email].

If the review is vague:

Hi [Reviewer Name], we are sorry to see this feedback. We would appreciate the chance to understand more about your experience and see how we can help. Please contact our team directly at [phone/email].

If the client does not recognize the reviewer:

Hi [Reviewer Name], we take feedback seriously, but we are not able to match this review to a customer record based on the name provided. Please contact our team directly at [phone/email] so we can better understand the situation and look into it.

7. Wait for approval before posting

Do not publish the response until the client, Kyle, Ops, or Nick approves it.

Approval should be clear, such as:

• “Approved”
• “Post it”
• “Looks good”
• “Use this version instead”

If the client changes the response, use the client-approved version as long as it does not create legal, privacy, or reputation risk.

8. Publish and document

After approval:

1. Publish the approved response in Google Business Profile or Search Atlas.
2. Screenshot the live response.
3. Update the TaskTracker note with:
   • Date review was reported
   • Screenshot of original review
   • Client context/backstory
   • Approved response text
   • Approval source
   • Date response was published
   • Screenshot of live response

Definition of done

The review is handled when:

• The review was reported to Google.
• The review screenshot was saved.
• The client was emailed for the backstory.
• The client received a drafted response for approval.
• The approved response was posted, or Google removed the review.
• TaskTracker was updated with the final status.

Escalate to Nick or Ops if

• The review includes threats, discrimination, legal claims, or accusations of illegal activity.
• The client wants to post an angry or risky response.
• The review appears to be part of a coordinated attack.
• The client disputes whether Tekton should respond at all.
• Google does not remove the review and the client is not responding.