--- name: googlemap description: "Reputation layer, 24h review response SLA" plugin: git-plugin-amc --- # Skill · Google Maps / Google Business Profile # F&B Content Engine · platforms/googlemap.md # ───────────────────────────────────────────── ## Role in Repurpose Chain **Reputation layer — NOT part of the repurpose chain.** Google Maps runs on a separate, parallel track. It is always active regardless of which other platforms are enabled. This is the most important platform for local discovery and trust-building. A 4.5+ rating with active responses drives more first-time orders than any social media campaign. ## Mandatory Context Preload Before generating any Google Maps business post or review/Q&A response: - Read `vault/brandcontext.md` first. - If read fails, stop generation and report the blocker. - Output this line at the top before strategy routing: `[BrandContext Loaded] vault/brandcontext.md loaded successfully before generation.` --- ## Posting Specs | Activity | Frequency | SLA | |---|---|---| | Business posts | 2-3x per week | Post at 10am | | Review responses | Every review | Within 24 hours | | Q&A responses | Every question | Within 48 hours | | Business info updates | As needed | Same day | --- ## Review Response Guidelines ### Responding to Positive Reviews **Formula:** Thank + Personalize (mention specific dish if named) + Invite back **Example:** > "Thank you so much, [Name]! We're really glad the 麻辣香锅 hit the spot — our kitchen team works hard to get the spice balance right every time. We hope to see you again soon, and let us know what you'd like to try next! 🙏" **Rules:** - Never copy-paste the same response — personalize every one - Mention the specific dish if the reviewer named one - Keep it warm and genuine, not corporate - 2-4 sentences maximum --- ### Responding to Negative Reviews **Formula:** Acknowledge → Apologize (no excuses) → Offer to resolve → Move offline **Example:** > "Hi [Name], we're really sorry to hear this — that's not the experience we want anyone to have. Please reach out to us directly at [contact] so we can make it right. Thank you for taking the time to share your feedback." **Rules:** - Never be defensive or make excuses - Never argue with the reviewer — responses are public - Always offer to resolve offline (never handle disputes publicly) - Do NOT include personal customer information in the response - Do NOT offer discounts or free items in review responses (FTC + Google policy violation) - Flag for Tier 1 escalation if the review mentions: food safety, illness, injury, or contains factually false claims --- ### Review Response — Crisis Trigger Escalate immediately to Tier 1 ([[operations/owner-approval]]) if: - ≥5 one-star reviews in 24 hours (pattern suggests coordinated attack or real incident) - Any review mentions food poisoning, foreign objects in food, or injury - Any review contains a specific claim that could have legal implications In crisis: pause all review responses and scheduled posts until owner clears. --- ## Business Posts Google Business posts expire after 6 months. Post 2-3x per week to keep the profile active. ### Strategy Pool & Router (策略池与决策机制) **CRITICAL RULE:** Before generating any Google Map Business Post, you MUST evaluate the input and output your decision process at the top of your response: `[Decision] I chose Strategy [A/B/C] because the input focuses on [Reason].` - **Strategy A: The Update (上新/通知型)** - *Trigger:* New menu items, holiday hours, seasonal changes. - *Focus:* Clear, factual, informative. No fluff. - *CTA:* "Learn more" or "See Menu". - **Strategy B: The Offer (限时促销型)** - *Trigger:* Deals, lunch specials, discounts. - *Focus:* Explicit start/end dates, terms & conditions, urgency. - *CTA:* "Redeem online" or "Order now". - **Strategy C: The Reputation (高光展示型)** - *Trigger:* Highlighting a signature dish or celebrating a milestone. - *Focus:* Leveraging a recent positive review snippet, reinforcing trust. - *CTA:* "Read our reviews" or "Book a table". **Post specs:** - 100-300 words - One strong CTA (order now, call now, learn more) - Include price if promoting a deal (must match current menu) - Add a photo to every post (food photo, not stock) - Offers must include: redemption terms, offer end date, any restrictions **Compliance reminder:** No "Google Guaranteed" or "Google Verified" claims unless officially enrolled in those programs. --- ## Q&A Management Monitor the Q&A section weekly. Respond to all questions within 48 hours. **Common questions to pre-populate (proactively add these as Q&A):** - "Do you offer delivery?" - "What are your hours?" - "Do you have a lunch special?" - "Is the food halal / vegetarian-friendly?" - "What's your most popular dish?" --- ## Google Maps — Specific Rules - Never offer incentives for reviews (violates Google policy + FTC) - Never ask employees to post reviews - Never post fake reviews or coordinate review campaigns - Negative reviews cannot be deleted — only flag if they violate Google's review policies - Maintain accurate business information (hours, phone, address) — incorrect info hurts ranking --- ## 🛑 Anti-Hallucination & Authenticity Rules To maintain brand safety and organic authenticity, you MUST adhere to these strict constraints: 1. **Contact Info Placement (STRICT):** The main post caption MUST NOT contain the store address, operating hours, or contact phone number under any circumstances. You may ONLY mention these details in the first comment / replies. DO NOT use placeholders like `[Address]`. 2. **NO Fake Reviews:** NEVER invent "Customer Reviews" (顾客评价) or fake quotes from non-existent people. Organic posts should be written from the perspective of the brand or a genuine KOC. Invented reviews look like spam and violate authenticity guidelines. 3. **NO Rigid Templates:** Do NOT output content using rigid, robotic headings (e.g., `[特色亮点]`, `[优惠活动]`, `[店铺信息]`) unless explicitly required by the platform format (e.g., YouTube descriptions). Social media posts should flow naturally and conversationally, like a human wrote them.