Online Review Management for Multi-Location Businesses
Multi-site businesses need structured methods to handle online reviews. Good review management builds brand strength, helps local search results, and creates customer trust. This guide explains how to handle reviews across sites, write responses, set up workflows, and track results.
Central Review Management
Running reviews across many sites needs one system to keep standards high while meeting each location's needs. This is a core part of Alex Groberman Labs' Local Business SEO plan.
Central Management Steps:
Pick Review Tools:
Choose tools that show all reviews in one screen.
Connect Google Business, Yelp, and other sites.
Track responses from headquarters.
Give local teams access.
Set clear rules.
Set Team Access:
Let local teams handle their reviews.
Keep main office oversight.
Set response time rules.
Track team replies.
Give quick feedback.
Write Clear Rules:
Set reply tone and style.
Make response guides.
Share good examples.
Create help files.
Train all teams.
Response Writing Guide
Good review responses build trust and make your business look professional.
Response Types:
Good Reviews:
Thank the customer clearly.
Use their name.
Name the store.
Keep it short.
Stay professional.
Example:
"Thanks [Name]! Your feedback about [Store] makes our day. See you next time!"
Middle Reviews:
Thank them for notes.
Ask what to fix.
Give contact info.
Stay positive.
Show you care.
Example:
"Hi [Name], thanks for your thoughts. Tell us how to make things better at [email]."
Problem Reviews:
Say sorry clearly.
Show you understand.
Give clear next steps.
Share contact info.
Fix issues fast.
Example:
"Hi [Name], we're sorry about [issue]. Please email us at [address] to fix this."
Work Flow Systems
Good systems make review management easier and catch all feedback.
Key System Parts:
Review Alerts:
Get notices of new reviews.
Send to right teams.
Track response times.
Check all platforms.
Follow up fast.
Ask for Reviews:
Send emails after visits.
Share review links.
Make leaving reviews easy.
Thank customers.
Track results.
Sort Reviews:
Group by good/bad.
Send to right teams.
Track patterns.
Find common issues.
Make fix plans.
Numbers and Reports
Track review stats to spot trends and make things better.
What to Track:
Review Stats:
Count per site.
Star ratings.
Response times.
Fix rates.
Customer returns.
Site Numbers:
Each store's ratings.
Platform results.
Response speed.
Common topics.
Fix times.
Make Reports:
Build clear charts.
Show each site's stats.
Make monthly updates.
Share wins.
Plan fixes.
Next Steps
Running reviews for many sites needs good systems and quick responses. Use one main system, write clear responses, set up good workflows, and track your numbers.
Start with these steps to build trust and help local search results. The right tools make review management work better.
Action Items:
Pick review tools.
Train teams.
Write guides.
Set up alerts.
Track results.
Share wins.
Fix problems.
Keep improving.
Remember:
Check reviews daily.
Reply within 24 hours.
Thank good reviews.
Fix bad ones fast.
Track patterns.
Help all sites.
Share good work.
Keep learning.
Build your review system step by step. Start small, test what works, and grow from there. Keep making your review management better across all sites.
