Replying to feedback, and the drafts Premo writes

When feedback comes in, Premo drafts a reply for you to read. Drafts wait under Drafts in the dashboard until you deal with them.

Nothing is sent without you. A draft sits there until you approve it.

Reading a draft before it goes

The draft is marked as Premo's work, and it stays marked if you edit it. Read it before approving — you know things about the job that Premo does not, and a reply that gets a detail wrong is worse than no reply.

Check the customer's name is right, that nothing in it promises something you have not agreed to, and that it sounds like you rather than like a company.

Who the reply is for

Not the person who wrote the review. They have had their say and moved on.

A reply is read by the next customer deciding whether to call you. That is why a short, specific, unbothered reply to a bad review does more good than a long defensive one — the reader is judging how you handle things going wrong, because that is the thing they are worried about.

Bad reviews

Answer them. A profile of nothing but five stars reads as fake; a poor review answered well reads as a real business.

Say what happened if you can, say what you did about it, and stop. Do not argue the facts in public, even when you are right.

Clearing the queue

Drafts stay until they are dealt with, and new ones appear as feedback arrives. An empty queue means every draft has been handled, not that nothing came in.