Reputation & Referral
What Is Reputation Management Automation?
Reputation management automation runs the post-job customer contact sequence automatically: satisfaction check, review request, complaint routing, and referral ask. No one on your team needs to manage these steps manually. The sequence runs on every completed job, consistently, without requiring attention.
The post-job sequence that reputation management automation handles: day 1 after completion — satisfaction check ('How did everything go?'). If positive: day 3 — review request with Google link. If negative: immediate escalation to complaint handling. Day 14: referral ask with incentive. Each step is automatic; you only need to respond to escalations (complaints and complex situations).
The aggregate effect over time: a business completing 25 jobs per month that had no systematic post-job follow-up will, after 6 months of automation, have sent 150 satisfaction checks, received 120 positive responses, sent 120 review requests, generated 25–40 new Google reviews, resolved most complaints before they became public, and sent 120 referral asks. This volume of activity from zero manual effort.
What automation doesn't handle: monitoring review platforms for reviews you didn't know about, managing your Google Business Profile listing, responding to reviews (handled separately through AI-draft review responses), and strategic reputation decisions (whether to respond publicly to a defamatory review or seek removal). Those require human judgment and periodic active management.
Common questions
ORM is broader — it includes monitoring, crisis management, search result optimisation, and sometimes content strategy. Reputation management automation handles the operational level: post-job sequences, review requests, and complaint routing. ORM is the strategy; automation is the execution of the post-job touchpoint component of that strategy.
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