ReviewsPlaybook
Reading between the lines of a five-star review
10 October 2025 · 3 min read
Praise names your standards
The tags and words in a five-star review are the promises you're now expected to keep. Break them as you scale and the fives turn to threes.
The why behind the five is your moat
Friendly staff, always consistent — those are the specific reasons you're chosen. Know them so you can defend them.
Fives from a specific staff member are a flag
When your best reviews cluster around one person, that's your bar — and a person you cannot afford to lose.
Use the praise as marketing
The exact words happy customers use to describe you are the exact words that convert the next customer. Put them to work.
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