A firm’s review program works best as a routine with clear ownership. The practical objective is accurate information, genuine feedback, and a thoughtful response process.
Give the basics an owner
Begin with the firm’s business name, office locations, phone numbers, hours, website, and the listings included in the program. Confirm who controls each profile and who is responsible for reporting changes.
A simple location record can reduce repeated corrections. When the firm moves, changes hours, or opens an office, the same approved information should guide the updates.
Define when feedback is appropriate
The firm should decide which client interactions may lead to a feedback request and have the process reviewed against its professional obligations and the rules of the platforms involved. The request should invite honest feedback without suggesting a required rating.
Where a supported system connection is included, agree on timing, message wording, and permitted contacts before activating the workflow. Test the process with a non-client example first.
Separate routine replies from sensitive reviews
Some reviews can be acknowledged through approved general language. Others refer to a dispute, a specific representation, or facts the firm should not discuss publicly. Those need a designated reviewer.
The process should make escalation easy. Staff should know whom to contact, what public link to share, and when to pause a response. Silence while a sensitive reply is being reviewed is different from an unattended inbox.
Measure activity your team can act on
A review count or average rating is only part of the picture. Look at whether requests are being sent as agreed, whether routine responses are completed, and which listing issues remain unresolved.
- Covered locations and profile access
- Feedback requests and new reviews
- Response activity and pending approvals
- Listing corrections and open issues
- Priorities for the next review period
Set the scope before buying a tool or service
Confirm which platforms, locations, response volumes, and integrations are included. Identify the work your team will keep and the work Novara will manage. A clear division of responsibility is more useful than a long feature list.
The right arrangement is one your firm can maintain consistently while keeping control of sensitive decisions.
A practical reputation-management perspective, not legal advice. Counsel should determine the legal and professional requirements for the specific situation.