Reviews Management Guide

Overview

Learn how to set up, manage, and display customer reviews on your TradieLink business pages, including automated Google Reviews integration.

Accessing Reviews Management

To manage your reviews:

1. Sign in to your TradieLink dashboard
2. Navigate to Reviews Management or Admin > Reviews
3. Select the business page you want to manage reviews for

Understanding the Reviews Dashboard

Reviews Overview

Your reviews dashboard displays:

• Total Reviews: Number of reviews collected
• Average Rating: Overall star rating across all reviews
• Recent Reviews: Latest customer feedback
• Review Sources: Where reviews are coming from
• Response Rate: How often you respond to reviews

Review Types

Google Reviews:

• Automatically scraped from your Google Business Profile
• Displays real customer feedback
• Updates every few hours
• Shows star ratings and customer comments

Direct Reviews:

• Reviews submitted through your TradieLink page
• Customer feedback forms
• Project completion surveys
• Testimonial submissions

Setting Up Google Reviews Integration

Step 1: Find Your Google Maps URL

1. Go to Google Maps
2. Search for your business name and location
3. Click on your business listing
4. Copy the full URL from your browser
5. Make sure the URL includes your specific business location

Example URL format:

https://www.google.com/maps/place/Your+Business+Name/@-33.8688,151.2093,17z/data=...

Step 2: Add Google Maps URL to TradieLink

1. In Reviews Management, find your business page
2. Locate the "Google Maps URL" field
3. Paste your complete Google Maps URL
4. Click "Save Changes"
5. Reviews will start appearing within 2-4 hours

Step 3: Verify Integration

Check for Reviews:

• Wait 2-4 hours after setup
• Refresh your business page
• Verify reviews are displaying correctly
• Check that star ratings appear

Troubleshooting Setup:

• Ensure URL is exactly from Google Maps
• Verify business name matches Google listing
• Check that your Google Business Profile is active
• Contact support if reviews don't appear after 24 hours

Managing Review Display

Review Display Options

Automatic Display:

• Reviews appear on your public business page
• Most recent reviews shown first
• Star ratings prominently displayed
• Customer names and dates included

Review Filtering:

• Choose which reviews to display
• Hide inappropriate or irrelevant reviews
• Feature your best reviews prominently
• Maintain professional presentation

Customizing Review Appearance

Display Settings:

• Number of reviews to show
• Review layout and design
• Star rating prominence
• Customer information display

Branding Integration:

• Match reviews design to your page theme
• Consistent color scheme
• Professional typography
• Mobile-responsive display

Responding to Reviews

Response Best Practices

Positive Reviews:

Thank you [Customer Name] for the wonderful review! 
It was a pleasure working on your [project type]. 
We're thrilled you're happy with the results and 
appreciate you taking the time to share your experience.

Constructive Feedback:

Hi [Customer Name], thank you for your feedback. 
We appreciate you bringing this to our attention. 
I'd like to discuss this further to make things right. 
Please contact me directly at [phone/email].

Negative Reviews:

[Customer Name], I'm sorry to hear about your experience. 
This doesn't reflect our usual standards. I'd like to 
resolve this issue promptly. Please contact me at 
[contact details] so we can discuss a solution.

Response Guidelines

Professional Tone:

• Always remain courteous and professional
• Address the customer by name when possible
• Acknowledge their experience
• Offer to resolve issues privately

Timely Responses:

• Respond within 24-48 hours
• Prioritize negative reviews for quick response
• Show that you care about customer satisfaction
• Demonstrate active business management

Encouraging Customer Reviews

Review Request Strategies

Post-Job Follow-Up:

• Send thank you message after project completion
• Include direct link to review platform
• Make the process as easy as possible
• Explain how reviews help your business

Review Request Template:

Hi [Customer Name],

Thank you for choosing [Business Name] for your 
[project type]. We hope you're thrilled with the results!

If you have a moment, we'd greatly appreciate a review 
on Google to help other customers find our services:
[Google Review Link]

Your feedback helps us improve and helps other 
homeowners discover quality trade services.

Thank you again for your business!

Best regards,
[Your Name]

Making Reviews Easy

Direct Links:

• Provide direct Google review links
• Include QR codes for mobile access
• Add review links to email signatures
• Share links via text message

Multiple Platforms:

• Google Business Profile (primary)
• Facebook business page
• Industry-specific platforms
• Local directory sites

Review Management Tools

Monitoring Reviews

Review Alerts:

• Email notifications for new reviews
• Daily or weekly review summaries
• Negative review immediate alerts
• Response reminder notifications

Review Tracking:

• Monitor review frequency
• Track average rating trends
• Identify review sources
• Measure response rates

Analytics and Insights

Review Performance:

• Review volume over time
• Rating distribution analysis
• Customer sentiment trends
• Response rate effectiveness

Business Impact:

• Correlation between reviews and enquiries
• Rating impact on conversion rates
• Review influence on search rankings
• Customer acquisition from reviews

Handling Difficult Reviews

Negative Review Management

Immediate Response Strategy:

1. Don't respond emotionally
2. Acknowledge the customer's concern
3. Offer to discuss privately
4. Provide direct contact information
5. Show commitment to resolution

Follow-Up Actions:

• Contact customer directly to resolve issues
• Offer appropriate compensation if warranted
• Request review update if issue is resolved
• Learn from feedback to improve services

False or Inappropriate Reviews

Identifying Fake Reviews:

• Reviews from non-customers
• Suspiciously generic content
• Multiple reviews from same source
• Reviews violating platform guidelines

Reporting Process:

• Flag inappropriate reviews on platform
• Document evidence of false reviews
• Contact platform support for removal
• Maintain professional response publicly

Building a Review Strategy

Systematic Approach

Review Generation Plan:

1. Complete project excellently
2. Follow up within 24-48 hours
3. Request review politely
4. Make process simple and quick
5. Thank customers for reviews

Ongoing Management:

• Regular review monitoring
• Consistent response timing
• Professional communication
• Continuous improvement based on feedback

Integration with Business Operations

Staff Training:

• Teach team about review importance
• Train on professional responses
• Create review request protocols
• Monitor team member interactions

Customer Service Excellence:

• Focus on exceeding expectations
• Address issues before they become reviews
• Maintain consistent quality
• Build relationships for positive feedback

Legal and Ethical Considerations

Review Guidelines

Ethical Practices:

• Never pay for fake reviews
• Don't review your own business
• Encourage honest, genuine feedback
• Follow platform terms of service

Legal Compliance:

• Respect customer privacy
• Follow defamation laws
• Understand platform policies
• Maintain professional standards

Privacy Protection

Customer Information:

• Protect customer personal details
• Respect confidentiality agreements
• Follow data protection regulations
• Maintain professional boundaries

Advanced Review Features

Review Integration

Website Integration:

• Display reviews on existing website
• Embed review widgets
• Link to full review pages
• Maintain consistent branding

Marketing Integration:

• Use positive reviews in marketing
• Create testimonial collections
• Share success stories
• Build social proof

Automation Options

Review Management Tools:

• Automated review requests
• Response templates
• Review monitoring alerts
• Performance analytics

Troubleshooting Common Issues

Technical Problems

Reviews Not Displaying:

• Check Google Maps URL accuracy
• Verify business listing is active
• Confirm reviews are public
• Allow time for system updates

Integration Issues:

• Re-save Google Maps URL
• Clear browser cache
• Check for system updates
• Contact support for assistance

Customer Issues

Customer Can't Find Review Link:

• Provide direct Google review URL
• Send step-by-step instructions
• Offer alternative review methods
• Assist with mobile device access

Review Doesn't Appear:

• Google reviews may take time to show
• Check if review meets platform guidelines
• Verify customer has Google account
• Platform may be experiencing delays

Need Help?

For assistance with reviews management:

• Email Support: support@trde.link
• Response Time: Within 24 hours during business days
• Include: Business page URL, Google Maps URL, specific review issues