Voice
Set brand voice so drafts sound like the shop
A voice is facts plus a register. It is not a paragraph of brand poetry. Put in hours, how you sign, and words you never promise.
Tone
Pick professional, friendly, or formal per location. Downtown can be warmer than the airport kiosk. The model still has to echo the review. Tone is the jacket, not the sentence.
Custom instructions that work
Short, concrete lines beat a manifesto.
- Sign as “The Front Desk” or the owner’s first name.
- Mention Oak Street only if the review did not already.
- Never promise a refund. Never diagnose. Never name other customers.
- On 1–2 star, include the real phone or email you answer.
Language
Drafts follow the review’s language when we can. Read them. Models miss nicknames, dish names, and local slang. If a draft could apply to any business in the city, it is still too generic — regenerate or edit.
Questions
Can each location have a different voice?
Yes. Tone and instructions are per Business Profile row.
Will voice make us rank higher?
No. Voice is so the public thread matches the shop. Ranking claims from reply wording are not a promise we make.
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