Google Review Summary
Google reviews are a critical aspect in projecting Woodland's reputation into the local communities. At Woodlands "We are proving families with the best educational experience" (# Woodlands Core Value - Reflect) Many families have a wonderful experience at Woodlands and to maintain our reputation in the community, as well as to celebrate our educational success. As a result, the following process has been developed.
Woodlands Campus Google Review KPI - More Information Here
Key Performance Indicators (KPI's)
The leadership teams at all Woodland Campuses are the driving force for the Woodland Key Performance Indicators (KPI's). Each Woodlands Campus is required to obtain feedback from families on a regular basis using this form - Parents Experience Survey: https://airtable.com/shrTNds2s4RhCtirj Each fortnight an email is sent to each Woodlands Campus email address with the following template and instructions:
Email Communication & Instructions:
Click Here To View: https://woodlandelc.com/woodlands-parent-experience-coms/
This communication provides families with the opportunity to
- Provide Feedback via the Parents Experience Survey - https://airtable.com/shrTNds2s4RhCtirj
- Provide Parise to staff, teams, and campuses via the Praise Form - https://airtable.com/shr62WlHuxq7pfxf6 The family praise form, once submitted by the family will send a direct message to the Woodlands Slack Team under the channel Praise. This information is to boost morale and celebrate the teachers, teams, and campuses dedication to education.
The Parent Experience Survey, once submitted by the family will create a deal in Hubspot under the Woodlands Review Leads Pipeline.
1) Stage - REVIEW LEAD CREATED
Summary:
This stage is where the deals will be created once the family submits the Parent Experience Survey. This allows the Woodlands Campus to assess the information, more specifically the comments and ratings on each area/category of:
- Child/Children's Education & Development
- Xplor Communications
- Woodland Campus Cleanliness
- Woodlands Parent Experience
First Step - Assessing the Review From Families
The Google Review Deal will hold all families' general information which includes the comments and ratings. More importantly the rating and feedback itself. Woodlands Camnpsues must assess the information and determine if it's a (Positive Review or a Negative Review) which may need to be responded to or acknowledged as feedback to take on.
What are a positive review and a negative review?
1) Positive Review - Consists of 5 stars in all areas/categories along with positive feedback
2) Negative Review - Consists of less than 4 stars
| Example of a Positive Review Deal: | Example of a Negative Review Deal: |
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Woodland Teachers, Education, and Learning: 5
Xplor Communication & Updates: 5
Woodlands Campus Cleanliness: 5
Woodlands Experience Overall: 5
Additional Comments and Feedback: |
Woodland Teachers, Education, and Learning: 4
Xplor Communication & Updates: 3
Woodlands Campus Cleanliness: 3
Woodlands Experience Overall: 4
Additional Comments and Feedback: |
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Next Step: Review Progresses To Next Stage |
Next Step: Review Is Moved To Lost |
Please Note:
Determining if the review is negative or positive is vital. You want to only invite positive reviews to complete a google review. Any point of a low score in the area/category being Child/Children's Education & Development, Xplor Communications, Woodland Campus Cleanliness, or Woodlands Parent Experience is not to progress to the next stage as the family may not provide a 5-star review.
2) Stage - LEAD INVITED TO REVIEW (POSITIVE)
Summary
Once you have determined the Review Deal is Positive, the deal is moved to the stage - (LEAD INVITED TO REVIEW (POSITIVE) The following Invitation is required to be sent to the family to invite them to write a Google review:
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Email Template: Invitation To Review Woodlands On Google
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Hi (PARENTS NAME)
I wanted to thank you for taking the time to review (WOODLANDS CAMPUS) for this month and sharing your feedback. It's important that you as a family have a good experience when (CHILDS NAME) is completing their education at (WOODLANDS CAMPUS).
I wanted to reach out and invite you to review us on Google. We appreciate your time and as a result, we are offering a set of Free Bookings for your time to review Woodlands on Google, as I understand as a parent you have a variety of commitments that requires your attention on a daily basis.
Please let me know if the above does interest you and I can share more details if you wish to proceed.
Additional Feedback You Provided:
Woodland Teachers, Education, and Learning: 5 Comments: Xplor Communication & Updates: 5 Comments: Woodlands Campus Cleanliness: 5 Comments: Woodlands Experience Overall: 5 Comments: Additional Comments and Feedback:
If there are any questions please let me know.
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Await a reply from the family to confirm if they are interested in proceeding with a review. If there is no response a follow-up may be required via phone, text, or in-person communications. We want to be provided with a yes or no response to determining if the Review Deal progresses to the next stage - (LEAD INVITED TO REVIEW) or is moved to Stage - (LOST) as the family is not interested in proceeding with the review.
3) Stage - PENDING REVIEW
Summary
This deal stage is specifically for families that have confirmed they wish to proceed with a review. The Review deal will remain in this stage until the Actual Google Review has been completed.
Once the family has replied to the invitation email to proceed with completing a google review the following email communication is required to be sent to the family.
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Hubspot Email Template: (Woodlands Campus) - Review Information Google
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Hello (PARENTS NAME)
Thank you for getting back to me. Below I have compiled the following information and instructions to complete a Google review. Ideas For Writing Google Review
Woodland families may write a paragraph and some families have even uploaded their favourite photo from the Xplor Home App that the Woodland teachers captured which can be added to the review. This is just an idea but you are welcome to write as much or little as you like. Free Bookings
We appreciate your time and as a result. Please let me know via responding to this email that you have completed the review on Google, as this will allow me to apply the Free Bookings to your account. This will appear on your statement with the following title (Woodlands Review Appreciation) Google Review When completing a Google Review you will receive 2 Free Bookings for (CHILDS NAME)
Please Note
The Free Bookings received is not for each child if you have more than one child attending (WOODLANDS CAMPUS)
If there are any further questions please let me know. |
Next Step:
Await a reply from the parent to confirm they have completed the google review. To confirm the Google review has been completed please follow this guide.
- Open a Google Chrome Browser
- Search the Woodlands Campus on Google
- Click View Google Views
- Locate Parents Review
Once confirming the parent has completed the Google review, move the Google Review Deal to stage - (REWARD LEAD)
4) Stage - (REWARD LEAD)
Summary
Once it has been confirmed a 5-star review has been submitted and confirmed by following the above instructions. The following email is to be sent to the parents to thank them for submitting a google review.
In conjunction with sending the below email, a credit will need to be applied to the parent's account which will act as The Google Reward - Free Bookings Reward. Please follow these instructions to apply the Free Bookings.
- Login to Xplor Office
- Click Financial > Financial Adjustments
- Top Right > Click Add
- Insert Today's Date in "Start Date"
- Select (Discount/Credit -) Under > "Type of Adjustment"
- Enter Credit Amount Under > "Amount" ($200)
- Add Woodlands Appreciation Review Under > "Comments"
- Bottom Righ Click > "Save"
| Hubspot Template: Woodlands Review Thank You Communication |
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Hello (PARENTS NAME)
Thank you for completing the review. Please consider this a confirmation the Free Bookings Credit has been added to your account which can be seen on your statement with a reference (Woodlands Review Appreciation) and will automatically be calculated in your current set bookings.
Once again thank you for sharing your feedback on Google. If there is anything further, please remember to reach out via responding to this email.
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Next Step:
Once the following items have been completed.
- Parents have been rewarded for providing a google review
- Google review has been confirmed and cited on Google
The Google Review Deal can be moved to Stage - (REVIEW WON) - "Good Job & Hustle"