Weekly GBP Review Monitoring

Weekly GBP Review Monitoring

Purpose

This SOP covers Tekton’s weekly Google Business Profile review-monitoring job.

Every Friday morning, Clawton checks every active client GBP for new unanswered reviews, drafts a public response, and creates the needed TaskTracker work for Kyle to review and approve.

TaskTracker is the source of truth for this workload. Normal review-response work should not be managed through Discord packets.

Current operating contract

Field	Standard
Frequency	Weekly
Run time	Friday morning, 6 AM Pacific
Cron job	Weekly GBP review monitoring
Cron ID	2730c6cc5ff0
Primary work surface	TaskTracker
Review owner	Kyle
Due date	Same day
Normal review output	One TaskTracker task in the client’s project
Negative review output	Separate urgent TaskTracker task with a drafted client-clarity email

What the job does

Each Friday morning, the monitor should:

1. Poll all active Tekton client Google Business Profiles.
2. Find reviews that do not already have public owner responses.
3. Skip reviews that already have responses.
4. Draft a short, client-safe public response for each unanswered review.
5. Create a TaskTracker task in the correct client project.
6. Assign the task to Kyle.
7. Set the task due date to the same day.
8. Include the review details and drafted response in the task description.
9. Create separate urgent tasks for negative or policy-sensitive reviews.
10. Include a drafted client-clarity email on negative or policy-sensitive review tasks.

Normal review task standard

For standard positive, neutral, or low-risk reviews, the TaskTracker task should include:

• Client name.
• GBP location or account name.
• Reviewer name.
• Star rating.
• Review date if available.
• Review text.
• Direct GBP review link if available.
• Drafted public response.
• Note that Kyle should review before posting.

Task title pattern:

[Client] - Google review response needed - [Reviewer]

Task owner:

Kyle

Due date:

Same day as the Friday run

Negative or policy-sensitive review standard

Negative or policy-sensitive reviews must not be mixed into a normal review-response task.

Create a separate urgent TaskTracker task when a review is:

• One star.
• Two stars.
• Three stars with a complaint or service issue.
• Accusatory, legal, abusive, threatening, spam-looking, fake-looking, or reputation-sensitive.
• About a specific job, crew, estimate, invoice, damage, missed appointment, billing issue, or customer dispute.

The separate task should include:

1. The full review details.
2. A drafted public response for approval.
3. A drafted client-clarity email asking for backstory before posting.
4. A note that the response should not be published until the client, Kyle, Ops, or Nick approves it.
5. Link or reference to One & Two Star Review Handling when applicable.

Task title pattern:

URGENT: [Client] - Negative Google review needs client clarity - [Reviewer]

Client-clarity email draft standard

The drafted email should be short and useful. Kyle should be able to send it after checking tone and client context.

Subject: Quick heads up on a new Google review

Hey [Client Name],

A new [rating]-star Google review came through from [Reviewer Name]. Before we post a public response, 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?

Here is the response we recommend posting if you approve it:

"[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

Kyle’s weekly review checklist

On Friday, Kyle should work from TaskTracker:

1. Open the review-response tasks assigned to him.
2. Confirm the review details match the GBP review.
3. Check the drafted response for client voice, safety, and specificity.
4. Edit the response if needed.
5. For standard reviews, approve or post according to the current GBP response process.
6. For negative or policy-sensitive reviews, send the client-clarity email before posting anything public.
7. Update the TaskTracker task with the action taken.
8. Close the task only after the review response is posted, client context is requested, or the issue is escalated.

Do not

• Do not publish responses without approval when the review is negative or sensitive.
• Do not create duplicate tasks for reviews that already have owner responses.
• Do not manage normal review-response workload in Discord.
• Do not bury negative reviews inside a normal weekly batch task.
• Do not accuse a reviewer of being fake unless the client confirms it and approves that wording.
• Do not include private customer details, addresses, invoices, health/family details, or internal notes in public responses.

Verification

After the Friday run, the monitor is considered clean when:

• Every unanswered review found has a TaskTracker task.
• Every task is in the correct client project.
• Every task is assigned to Kyle.
• Every task is due the same day.
• Negative or policy-sensitive reviews have separate urgent tasks.
• Negative or policy-sensitive tasks include drafted client-clarity emails.
• Reviews that already had owner responses were skipped.

Related SOPs

• Review Response
• One & Two Star Review Handling
• CSM Responsibilities & Expectations