Weekly Webinar Welcome to the Wednesday webinar Please

Weekly Webinar Welcome to the Wednesday webinar! Please mute your audio connection upon logging in. For the first 10 -15 mins we will discuss the topic at hand. • • • Once we go through the presentation, we will open up for questions on what we just discussed. After there are no more questions, we will open questioning for ANY Digital resource subject. Please raise your hand in the taskbar or type your question in the questions box. Chad Jordan and John Musser SCI Digital Marketing website. request@sportclips. com

Webinar Instructions 1. Please make sure to mute your audio connection. 2. Submit questions through control panel.

i. APPS Training Guide STEP #1 STEP #2

Reviews Engine Intro • Clients can now leave reviews on our local websites, and those reviews live on the local websites. • Those reviews (and overall review score/stars) will be picked up by Google and incorporated into the overall reviews score that Google shows when a client searches for a location.

Reviews by Category • • • Reviewers on Google, Facebook and Yelp can only leave general/generic feedback. Reviewers on the Sport Clips websites can review specific categories: Haircut, Service, Stylist, Product and Overall Experience These reviews have their own, dedicated landing pages

How to Access Reviews Engine • • It is very easy to direct Clients to the Reviews Engine. Two spots on the Home Page take you to Reviews Engine 1. Reviews Link 2. Reviews Badge 3. Vanity URL: sportclips. com/STORE#R Ex: sportclips. com/IN 122 R

Reviews Rating • • All of your reviews (from all categories) are tabulated and the total score is presented on the Home Page This review score is also being incorporated into Google’s review calculation displayed when Clients search

Negative Reviews • Just like on Google, Facebook and Yelp, negative reviews will happen. Sport Clips abides by the same Reviews Policy as Google. Reviews will not be removed simply because they are negative. However, reviews can be removed if: § § § Client uses vulgar / offensive language Client provides fake email address Client is former employee / competitor Client reviews wrong location Email us at website. request@sportclips. com to get it reviewed and removed

Listen 360 Testimonials • • The L 360 comments can (and should!) still be published to your website. Former L 360 tab was entitled “Reviews”. The new L 360 is entitled “Testimonials”

Responding to Reviews • All responses should follow the TAFY formula: Thanks + Acknowledge Experience + Future Action + Yield § § § Positive Review: Thanks for the feedback, we are glad you had a great experience. We look forward to seeing you again soon! Neutral Review: Thanks for your review, we enjoyed serving you and hope you come again! Negative Review: Thanks for letting us know about your recent experience. We certainly apologize that we did not meet and exceed your expectations. We will message you directly to get further details.

Responding to Reviews through i. APPS Unbound After logging into i. APPS Unbound, navigate to the Dashboard and find the tab entitled “Reviews”

Monitoring Reviews On the Reviews tab, you will be able to see: 1. Which store received the review 2. The Client’s name 3. Type of review left 4. Rating 5. Comments left by the reviewer 6. Date of review

Selecting a Review for a Response Once you click a review to which you would like to post a response, the row will turn yellow and a “Reply” button will appear

Posting a Reply to a Review Once you click the “Reply” button, a prompt will appear in which you can type your response (remember TAFY). Once you click “send and post reply”, the response is posted to the store website and an email is sent to the Client.

Response Posted to Website Once you click the “Reply” button, the response is posted to the store website (as the store).

Get Alerted Each Time a Review is Made In order to get alerted each time a review is made, you need to add your email address to the “Attributes” section of i. APPS Unbound.

Digital Marketing i. APPS Log-In – www. sportclips. com/admin “Survey Says!” – www. sportclips. com/leadership Chad Jordan, website. request@sportclips. com