1. Review triage card
Copy/paste fields:
- Review URL/platform:
- Customer/job name or anonymous handle:
- Job date, invoice, estimate, technician, property, or service type:
- Claim in the review: missed arrival, workmanship, price, communication, warranty, refund, safety, property damage, or other:
- Internal proof links: dispatch notes, photos, invoice, signed estimate, text thread, call transcript, warranty policy, inspection notes:
- Owner/reviewer:
- Due time for reply:
- CRM label: negative_review_triage / warranty_claim / refund_request / safety_hold / needs_owner_review:
2. Public/private response split
Public reply skeleton: “Thank you for flagging this. We are reviewing the job details and have routed this to [owner/manager role]. For privacy, please contact us at [official channel] with your job reference so we can match the record and follow up.”
Private follow-up skeleton: “I found your review and I’m checking the job record now. Before I promise an outcome, I’m confirming the invoice/estimate, technician note, warranty terms, and any photos/messages tied to the visit. I’ll update you by [time].”
Do not include publicly: customer address, invoice totals, diagnosis details, blame, legal threats, medical/safety claims, private payment details, or unsupported “we always/never” promises.
3. AI draft prompt with guardrails
You are helping draft a response to a negative local-service review.
Use only the facts below. Do not invent job history, warranty coverage, diagnosis, pricing, safety status, refund eligibility, or customer intent.
Facts I can verify: [paste review triage card]
Draft two options:
1) a short public reply that acknowledges, routes to the official contact path, and protects privacy;
2) a private follow-up that says what we are checking and when the customer will hear back.
If facts are missing, list questions instead of writing a promise.
End with NEEDS OWNER REVIEW.STOP AUTOMATION
- Do not let AI promise refunds, free service, replacement parts, warranty coverage, appointment windows, chargeback outcomes, or legal positions.
- Do not accuse the customer, technician, property manager, vendor, or platform unless the owner has proof and approves the wording.
- Do not publish private job details in a public review response.
- Escalate safety, injury, property-damage, legal, insurance, chargeback, or discrimination claims to a human owner before drafting.
4. Weekly review questions
- Which review themes repeat: late arrival, unclear scope, price surprise, warranty confusion, poor handoff, no follow-up?
- Which CRM fields were missing when the review arrived?
- Which public-page claims or service promises might have set the wrong expectation?
- What response template belongs in the team’s Local Lead Rescue swipe file?
Product bridge: Add this triage card next to Local Lead Rescue callback, complaint, warranty, no-show, and refund-response scripts so owners can route review complaints without inventing public promises.