Internal SOP. This is a fulfillment page for Skyes Over London operations. Do not publish as client-facing copy unless the folder is access-controlled or moved to a private workspace.
Review Engine
fulfillment playbook.
Satisfied customers are guided toward legitimate public reviews, while unhappy customers are routed into recovery before small issues become public reputation problems.
Deliverables owed
- Review link and QR asset
- SMS/email/in-person request scripts
- Post-service ask flow
- Private feedback route
- Testimonial capture workflow
- Monthly reputation report
Access / inputs to collect
- Actual customers and approved moments to ask.
- Preferred review destination and communication channel.
- Staff process, tone preference, and recovery contact.
Scope controls
- No fake reviews, review buying, employee/family reviews presented as customers, or incentives tied to positive sentiment.
- The system asks real customers for honest feedback and gives unhappy customers a private way to be heard.
Step-by-step SOP
Create the review link and QR materials.
Write customer-safe request language.
Define when staff should ask.
Set a private recovery path for negative feedback.
Capture testimonials for site and content reuse.
Report review movement and next asks.
QA before marking complete
- Confirm each purchased deliverable is either shipped, blocked by client input, or custom-quoted.
- Check the relevant live path: links, forms, profile changes, ad settings, lead routes, CRM steps, or report data.
- Document screenshots, links, notes, or test outcomes in the client record.
- Send the completion or monthly status note with next recommended action.
Report template
- Requests sent where trackable
- Reviews gained
- Testimonials captured
- Negative feedback routed
- Response recommendations
Upsell path
Google Business Profile Ops
Content Engine trust pages
Lead Dashboard + Reporting
Missed-Call + Lead Recovery
Operator handoff block
SERVICE: Review Engine
OUTCOME: Satisfied customers are guided toward legitimate public reviews, while unhappy customers are routed into recovery before small issues become public reputation problems.
DELIVERABLES: Review link and QR asset, SMS/email/in-person request scripts, Post-service ask flow, Private feedback route, Testimonial capture workflow, Monthly reputation report
INPUTS NEEDED: Actual customers and approved moments to ask., Preferred review destination and communication channel., Staff process, tone preference, and recovery contact.
SCOPE CONTROLS: No fake reviews, review buying, employee/family reviews presented as customers, or incentives tied to positive sentiment., The system asks real customers for honest feedback and gives unhappy customers a private way to be heard.
REPORT: Requests sent where trackable, Reviews gained, Testimonials captured, Negative feedback routed, Response recommendations
UPSELL PATH: Google Business Profile Ops -> Content Engine trust pages -> Lead Dashboard + Reporting -> Missed-Call + Lead Recovery