Page 83 - Client Coordinator

3038 – Review Responses

Result statement: To assure greater that our clients are satisfied to the point that they refer others
in abundance. To do this we respond to all reviews, regardless of the content of
the review. We do this because we care about the opinions and experiences
our clients have with us.

Primary Responsible Position: Client Coordinator

What We Do: DAILY (on the days working) the client coordinator logs in to the following sites
and assures ALL reviews have appropriate responses; Demandforce, Google,
Yelp, Facebook, and Topix.

WEEKLY (Tuesday morning before noon) the client coordinator prints ALL
reviews posted from previous Tuesday morning. The client coordinator reads all
these reviews at the staff meeting during the housekeeping section of the
meeting. They are all read +/- discussed all in less than 3-4 minutes.

Why: To assure all clients that we value their experiences and opinions. To assure all
clients are satisfied to the point that they happily refer others in abundance.
Satisfied clients are thanked for sharing their kind words. Clients not
COMPLETLEY satisfied are contacted so we can make every reasonable attempt
to satisfy them AND get the negative review removed and replaced with a
positive review. As a result of the above we will maintain a positive reputation
and deserve it.

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