Multi-location review management: when a negative review lands at one of your locations, who replies? Marketing, customer service or the branch? Without an agreed owner, two people reply to the same review, or nobody does.
Niladri Sarkar (CMO, Synup) walks through a review escalation process for multi-location brands:
• how to decide whether you can answer now, need facts from the branch, or need someone senior
• the warning signs that mean a review should be escalated
• a real case from a multi-location automotive group where two people replied to the same review
• the roles to agree before anyone writes: assignee, location manager and approver
• how to set it up as a task with a subtask for the branch in Synup, write a reply that promises only what's confirmed, and handle an unavailable approver
• why you should check the reply actually published, and follow through on any callback
Read the full guide: https://synup.com/blog/multi-location-review-management
In this video
00:00 Who owns the reply?
00:27 Why review ownership matters
01:04 Work out which situation you're in
02:06 When to escalate a negative review
02:52 A real case: two replies to one review
04:45 Agree who owns the reply
05:53 Set it up as a task in Synup
07:14 Write and approve the reply
09:19 After you post: check it published
10:25 Wrap-up: agree it before you need it
