Integration · 2025
Lucky Duck
Google reviews answered personally, hands-off
Impact · 100% of positive reviews answered
The problem
Lucky Duck is a busy, fast-growing restaurant. Reviews are the lifeblood: they decide who walks in tomorrow, and replying personally is part of the deal — that's where the engagement lives.
But in a restaurant all the energy goes into tonight's service. Replying to reviews becomes the last chore, and too often that chore is skipped or done too generically.
The approach
- 01
First captured the restaurant's context — what defines Lucky Duck, how they speak to guests, which dishes and moments match their signature.
- 02
Cloud Function on Google Cloud with access to their Google Business account; pulls in new reviews on a schedule.
- 03
On positive reviews the system replies autonomously with a personal, in-style answer — no template feel.
- 04
Negative reviews are deliberately not auto-answered. Those land with the team so they get the attention they deserve — followed up properly and resolved where needed.
The result
Every good review gets a personal reply within a day, without anyone having to actively block time for it.
Engagement stays high — guests see that they're seen, which is exactly what a review flow should do.
The team keeps focus on the evening and on the reviews that need human judgement.
In their words
“In a short window Tom helped us through our rebranding with a new site and automated our Google reviews. What stuck with us most: how easy he makes it. Fast, no hassle, and we just kept running our business.”
— Bas Huijgens, Owner Lucky Duck
Got a workflow worth rebuilding?
Same approach, different industry. We'll figure out in 30 minutes whether there's a project worth building together.