Building a response playbook your whole team can use
The difference between a business that responds well and one that responds occasionally is rarely talent. It is whether responding depends on one person's judgement being available, or lives in a playbook anyone can execute.
What the playbook contains
- Voice: five adjectives for how the business sounds, with a paragraph example; warm, direct, specific beats a style guide nobody reads
- Scenarios: the eight or so situations that cover most mentions, service complaint, price complaint, praise, confusion, fake review, angry-and-wrong, angry-and-right, sensitive topic, each with an approach and a worked example
- Non-negotiables: never argue facts publicly, never name staff in blame, never confirm confidential relationships, never promise what operations cannot deliver
- Escalation triggers: legal threats, press, safety, discrimination claims, anything viral, with the named human for each
- Response-time standards: same day for negatives, two days for everything
Templates without the template smell
Provide structures, not scripts: acknowledge specifically, own what is true, state the fix, offer the direct route. Require one detail from the actual mention in every reply; that single rule kills the copy-paste tone readers spot instantly.
Keeping it alive
Review quarterly against real examples: the best replies of the quarter go in as examples, the awkward ones become lessons. A playbook nobody updates becomes the thing everyone works around.
Want this done for you?
MyView watches every mention of your brand and tells you what needs a reply.
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