Manager Playbooks
The 15-Minute Monday Reputation Review
5 min read Owners and managers who want a repeatable weekly ritual instead of a monthly panic.
You don't need another dashboard. You need a ritual. Fifteen minutes on a Monday morning is enough to keep a small business's reputation compounding in the right direction — as long as those fifteen minutes are structured.
Minutes 1–3: scan the reviews
Open every review posted since last Monday. Read them in one sitting. Don't respond yet. You're looking for one thing: a theme. A word or phrase that shows up more than once, positive or negative.
Minutes 4–7: read the private feedback
Move to the private feedback that came in through your capture points — QR, NFC, forms. This is where the leading indicators live. Look for anything a customer took the time to mention that a manager could fix this week.
Minutes 8–11: pick one action
Not five. One. The point of the weekly ritual is to convert signal into a single, assignable change — a script tweak, a schedule adjustment, a small process fix, a recognition for the staff member who kept getting named.
Minutes 12–15: respond and route
Reply to the reviews that deserve a personal response. Route the one action to the right person with a Friday deadline. Close the tab.
Do this every Monday for a quarter. Your reputation stops being something that happens to you and starts being something you steer.
Fifteen minutes a week beats fifteen hours a quarter. Reputation is a compounding habit.
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