# Worked example — Okonkwo Mechanical Ray Okonkwo asks: *"What are people saying about us? Our Google rating dropped and I don't know why."* HubSpot and PayPal are connected. Gmail is connected. No Shopify. Google reviews came from an export Ray downloaded; Yelp was read from the web. --- ## Review and Reputation — Apr 28 to Jul 27, 2026 **Google rating: 4.3 (34 reviews), down from 4.6 in the prior 90 days.** Yelp shows 4.0 across 11 visible reviews. These are separate populations and are not averaged together. ### Sources pulled ``` Google reviews (export) 14 in window Yelp (web, partial) 6 — page shows most recent only PayPal disputes 2 HubSpot tickets 9 Gmail threads 11 Shopify orders — not connected ``` Yelp is partial: the public page paginates and older reviews were not readable. The Google export is complete for the window. --- ### Themes **1. Parts waits with no updates (11 signals)** > "Waited nine days for a part and had to call three times to get an update." > — [Google, 1★, Jul 12] > "Nobody told us the part was backordered. We found out when we called." > — [HubSpot ticket, Jun 30] > "Still no word on the blower. Third week." — [Gmail, Jul 3] **2. Scheduling double-bookings (6 signals)** > "They booked us Thursday, then called Thursday morning to move it." > — [Google, 3★, Jun 18] > "Great install, terrible scheduling. Two reschedules." — [Yelp, 3★, Jul 2] **3. The techs themselves, consistently praised (9 signals)** > "Marcus went into a crawlspace I wouldn't send anyone into. Runs perfect." > — [Google, 5★, Jul 20] > "Whoever came out actually explained what was wrong. Rare." — [Gmail, Jun 12] The rating drop is not about the work. Every low review in the window is about waiting or scheduling; the work itself is what people compliment. --- ### Reviews needing a response Three unanswered, oldest first. ``` ★★★☆☆ Google · Jun 18 · T. Whitfield "They booked us Thursday, then called Thursday morning to move it." Draft reply: Moving a Thursday job on Thursday morning isn't good enough, and that one's on us. We've gone to confirmation calls the day before so it doesn't happen again. Thanks for the honest note. — Ray Post this, edit it, or skip it? ``` ``` ★☆☆☆☆ Google · Jul 12 · Dana R. "Waited nine days for a part and had to call three times to get an update." Draft reply: Nine days for a blower motor is too long, and you shouldn't have had to chase us for updates. We've changed how we order parts so this doesn't repeat. Call me at 555-0142 and I'll make the wait right. — Ray Post this, edit it, or skip it? ``` ``` ★★★★★ Google · Jul 20 · L. Okafor "Marcus went into a crawlspace I wouldn't send anyone into. Runs perfect." Draft reply: Thanks — I'll pass that to Marcus. He mentioned that crawlspace. Give us a shout when it's time for the fall check. — Ray Post this, edit it, or skip it? ``` Ray approves all three, one at a time. The Jul 12 reply is edited first: he changes "we've changed how we order parts" to "we now order the part before the tech leaves," because that is what actually changed. That correction goes into the voice profile notes. --- ### Quiet customers Ranked by lifetime spend. Rhythm is each customer's own median gap between jobs, so annual customers are not on this list. | Customer | Normal | Current gap | Lifetime | Note | |---|---|---|---|---| | Dana R. | 3 months | 7 months | USD 9,140 | Left the Jul 12 one-star | | M. Alvarez | 6 weeks | 5 months | USD 4,300 | Last job was a reschedule | | Bellhaven Apts | 4 months | 9 months | USD 3,880 | No complaint on file | Dana is first regardless of value: she told the business what was wrong and then stopped. That pairing is the clearest churn signal in the data. Before drafting anything: ``` What's on the table for a win-back? Something like a discount or a free check-up A straight personal note with no offer A call from you For Dana I'd suggest the call rather than an email. She spent USD 9,000 with you and just left a one-star — an email reads as a mailing list. ``` Ray picks the call for Dana, a note for the other two, and authorizes a free fall check-up for Bellhaven. Nothing is drafted until he says so, and nothing sends until he approves each message. --- ### Do these three things this week 1. **Call Dana R.** She is the highest-value quiet customer and the parts wait is why. Her review is also the one dragging the Google average. 2. **Order parts before the tech leaves.** Eleven signals across three sources trace to the same gap, and it is the whole reason the rating moved. 3. **Confirm every job the day before.** Six scheduling signals, all preventable with one phone call per job.