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Reputation and Reviews Checklist

Establish a systematic approach to reputation management that proactively collects reviews, gathers feedback, and amplifies positive recognition. Complete tasks in order to build a sustainable review collection system.

Phase 1: Foundation Setup​

  • Set Up Review Management Tool - Configure GatherUp or similar NPS/review management platform. Connect to Google My Business for automated review routing. See GatherUp Guide for setup details.

  • Design Review Solicitation Strategy - Establish review solicitation workflow at key client touchpoints. See Review Solicitation Strategy for best practices and touchpoint recommendations.

Phase 2: Review Collection Implementation​

  • Implement Contract Sign Review Request - Add review request to contract signing process. Capture all shareable review request links for all platforms at this touchpoint.

  • Set Up Project Completion Review Request - Create formal walkthrough process that includes review request. Send follow-up email with review links after completion call.

  • Create Review Request Page - Build dedicated "Leave us a review" page on website with QR codes and direct links to all review platforms.

  • Set Up Employee and Trade Partner Reviews - Establish process for collecting reviews from employees and trade partners on relevant platforms.

Phase 3: Feedback and Issue Prevention​

  • Implement Client Feedback Survey - Set up post-project client feedback survey to identify unique value and improvement areas. See Client Feedback Survey Template for questions.

  • Configure NPS Survey Routing - Set up Net Promoter Score survey using GatherUp. Configure routing so 10/10 reviews go to Google My Business, while 9/10 or lower receive feedback request. See NPS Survey Guide for setup.

  • Establish Negative Review Prevention Process - Use Buildertrend or similar tools to proactively reach out to potentially unhappy clients before they leave negative reviews. Call and follow up with email to ensure they feel heard.

Phase 4: Content Amplification​

  • Establish Awards Posting Process - Create standard workflow for posting awards on WordPress blog, updating portfolio page, updating awards page, and maintaining awards spreadsheet. See Posting Awards SOP for complete workflow.

  • Organize Portfolio by Project Type - Structure project portfolio to showcase quality, process, and fit for ideal buyers. Organize by service type (kitchen, bathroom, whole-home) and include before/after photos, budget ranges, and client testimonials.

  • Create Client Case Studies - Develop detailed case studies showing before/after transformations, decision criteria, challenges overcome, and results. Focus on stories that resonate with target buyer personas. See Answering Hard Questions for Big 5 reviews approach.

  • Set Up Internal Review Sharing - Establish process to read positive reviews in team meetings to reinforce what clients value (Hormozi approach).

Ongoing Maintenance​

  • Run Periodic Review Campaigns - Schedule regular campaigns to ask clients for reviews on Google My Business and other relevant directories. For physical businesses, post signage with QR codes linking directly to review pages.

  • Monitor Review Platforms - Regularly check all review platforms for new reviews and respond appropriately.

  • Review Feedback Trends - Analyze client feedback surveys and NPS scores to identify patterns and improvement opportunities.

Reference Documents​