FIREWALL PACK

A simple system to protect your rating - daily.

Three pages for your team: (1) Staff Ask-Line, (2) Reply Templates, (3) Daily Check System. Calm tone, short scripts, consistent execution.

Page 1 - Staff Ask-Line (Back-of-house)

Use these lines to invite feedback naturally. Keep it short. Smile. No pressure.

1) Quick version (10 seconds)
“If everything was great today, we’d really appreciate a quick review. Thank you.”
Best for: quick goodbye, table drop-off.
ASK
2) Busy shift version
“If you have 10 seconds, a quick review helps us a lot. Thank you.”
Best for: peak hours, short interactions.
BUSY
3) Premium tone version
“Your feedback helps us keep standards high. If you enjoyed your visit, we’d love a quick review.”
Best for: premium venues, calm positioning.
PREMIUM
If the guest looks unhappy (use this instead)
“I’m sorry it wasn’t perfect. Could you tell me what we can fix right now? I’ll take care of it.”
Goal: fix first - ask later (or not at all).
RECOVERY
Rules
  • Ask after the issue is solved, not before.
  • Never mention discounts or gifts for reviews.
  • If a guest is upset, fix first, ask later (or not at all).

Page 2 - Reply Templates (Private feedback or DMs)

Structure: Thank you - Acknowledge - Fix - Follow up

1) Slow service
“Thank you for the feedback. I’m sorry the wait was longer than it should be. We’re adjusting staffing and the flow on busy hours. If you’re open to it, tell me the day and time - I’ll look into it personally.”
Use when: wait time, queue, slow turns.
TEMPLATE
2) Staff attitude
“Thank you for sharing this. I’m sorry you felt that way. This is not the standard we want. I’m addressing it with the team and improving how we handle peak hours. If you can share a few details, I’ll make sure it’s fixed.”
Use when: tone, rudeness, inattentiveness.
TEMPLATE
3) Food issue
“Thank you for the feedback. I’m sorry the dish wasn’t right. We’re reviewing the prep and pass checks with the kitchen team. If you tell me what you ordered and when, I’ll follow up and fix it.”
Use when: wrong dish, temp, taste, timing.
TEMPLATE
4) Bill mistake
“Thank you for letting us know. I’m sorry about the mistake. We’ll review the receipt and make it right quickly. Please send the time of your visit and what happened - I’ll handle it.”
Use when: receipt confusion, overcharge, missing item.
TEMPLATE
5) Cleanliness
“Thank you for telling us. I’m sorry the space wasn’t as clean as it should be. This is being corrected immediately. If you share where it happened, I’ll make sure it’s fixed today.”
Use when: table, restroom, floor, utensils.
TEMPLATE
6) Noise / temperature
“Thank you for the feedback. I’m sorry it impacted your experience. We’re adjusting seating, music level, and climate checks during busy hours. If you share your visit time, I’ll review what happened.”
Use when: loud music, AC, draft, temperature swings.
TEMPLATE

Tip: Don’t argue. Don’t over-explain. Keep it calm and practical. Ask for visit details only when needed.

Page 3 - Daily Check System (Admin routine)

The administrator monitors reviews across all platforms. If a bad review appears, they must be notified immediately and investigate the cause. Every negative review can lower the listing rating - and reduce profit as a direct consequence.

Daily monitoring (non-negotiable)
“Check reviews daily on Google, Yelp, TripAdvisor (and any local platforms). If a 1-3★ review appears, treat it as urgent: identify what happened, who was on shift, and what we change today.”
Goal: reduce rating drift by reacting fast.
ROUTINE
Notifications (nothing slips)
“Set up alerts/notifications for new reviews. The admin must receive a notification the same day a review is posted - especially negative ones.”
Rule: same-day visibility protects the listing.
ALERTS
Immediate investigation (4 questions)
“1) What exactly broke? 2) Which shift/staff was involved? 3) What is the fix today? 4) How do we prevent it tomorrow?”
Document it. Coach the team. Close the loop.
PLAYBOOK
Why it matters
  • Each negative review pushes the average rating down.
  • Lower rating reduces conversion (calls, bookings, walk-ins).
  • That drop translates into lower revenue - quickly and quietly.
Copied
Norly
Start your 7-day free trial
Guests scan a QR, see a 5-second warm video, tap a rating. Norly routes it to Google, Yelp and TripAdvisor.
Protect your rating. Get 2-4x more 5-star reviews.
4-5★ goes public. 1-3★ stays private. Fully automatic for your restaurant
Google & Yelp policy safe • Trusted by 300+ restaurants
Log in
Start your free trial
Example - what guests see
Guest landing page (auto-generated)
Example of the Norly guest landing page where a restaurant keeps all review links in one place
Each restaurant gets this page automatically - add your links once and keep Google, Yelp and other review links in one place.

Everything that grows your 5-star rating (and revenue)

More reviews, protected rating, staff accountability - in one simple system.

2-4× more 5★ reviews

Reviews engine + smart landing

One link replaces the mess of platforms.

  • 2-tap flow after the visit
  • One smart landing (Google, TripAdvisor, Yelp)
  • Ready QR templates (tables, menu, counter)
98% stays private

Reputation Firewall

A bad day should not kill your rating.

  • First rating inside Norly (not Google)
  • 4-5★ public, 1-3★ private
  • Quiet resolution without public drama
Higher conversion

Video that converts

Owner presence, even when staff forgets.

  • Owner video or AI avatar
  • Works without reminders to ask for reviews
  • Brand-consistent look and feel
Go live in 1 evening

Staff QR + analytics

Bonuses and coaching based on proof.

  • Personal QR for each staff member
  • Analytics by staff, QR, and time
  • Fast rollout, no integrations

Reviews and rating are money. Norly makes them predictable.

One link instead of five. Nothing goes public unless it helps your restaurant.

4-5★ Public 1-3★ Private Norly Reputation Firewall flow
4-5★ go public. 1-3★ stay private. Clean routing in one flow.
Reputation

Reputation Firewall: 4-5★ go public, 1-3★ stay private

Norly routes happy guests’ 4-5★ feedback to your review platforms - and quietly redirects 1-3★ feedback into a private message for you. No extra work. All automatically.

⭐ Mini-case: Saved a 1★ review

A guest scanned the QR, ready to leave a 1★. Norly caught it - the owner replied in minutes, fixed the issue, and the guest changed to 5★ the next day.

Result: +1 five-star, -1 public negative, +1 repeat visit.
Staff performance

Know who earns your 5★ reviews

Personal staff QR - so bonuses and coaching are based on proof, not guesses.

  • No extra work for staff - guests scan and rate in seconds.
  • Fair bonuses - reward top performers with confidence.
  • Fix issues early - coach privately before 1-3★ hits Google.

Not for punishments. Only for better service and fair rewards.

Staff QR Proof logged: 5★ Norly staff proof screen
AA
Albina Alimova
Founder & Owner, Ethnomir Point
★★★★★
“

From 4.2 to 4.8 in two months

It is like having an extra team member who politely asks every customer for a review. Our Google rating went from 4.2 to 4.8 in two months thanks to Norly video emails.

VB
Vit B
Owner, Hippohae Camping
★★★★★
“

More wonderful guests

We really started getting more wonderful guests after using Norly. I tried the service early on and am convinced it will help many small businesses like mine.

OA
Olga A
CEO & Founder, Buzz Rental (from Trustpilot)
★★★★★
Decision point

Two ways to manage your restaurant's reputation

On the left - everything you do manually today. On the right - what Norly costs per month.

Current way

Without Norly - dozens of scattered tasks every week

Reviews and guests

"Guests are happy, but reviews are missing"

  • Ask every waiter to remember to ask for a review at the end of each visit.
  • Hope staff do not feel too awkward and actually ask guests for feedback.
  • Explain to each guest where exactly to leave a review: Google, Maps, TripAdvisor, Yelp.
  • Watch how mostly unhappy guests find the time to write reviews.
  • Accept that one bad day or one angry guest can drag your rating down for weeks.
Reputation and negative feedback

"One bad day should not kill your rating"

  • See bad reviews appear straight on Google before you even hear about the problem.
  • Try to calm down the team after another public 1 star review.
  • Have no private channel to collect complaints quietly and fix issues early.
Video and asking for reviews

"Text does not touch, video does"

  • Write and re-write text requests asking for reviews that most guests ignore.
  • Try to personally talk to as many guests as you can when you have the energy.
  • Brief an agency or freelancer to create a simple thank you video.
  • Think about AI avatars and tools, but never actually ship them because there is no time.
QR codes and printed materials

"Everyone has QR codes, but most of them are dead"

  • Decide where to put QR codes: on tables, menus, stands, receipts, walls.
  • Ask a designer to prepare new print files every time you want to change something.
  • Reprint and replace QR materials whenever links or campaigns change.
  • Guess which QR codes work and which are just decoration.
Links and landing pages

"One link here, one link there"

  • Keep separate links for Google, Maps, TripAdvisor, Facebook, Yelp.
  • Send different links in DMs, stories and printed materials.
  • Pay someone to build a small landing page with all review links.
  • Manually update that page every time something changes.
  • Hope guests do not get lost or give up on the way.
Staff and fairness

"Stop guessing who is really good"

  • Guess which waiter is the best based only on gut feeling and a few stories.
  • Give bonuses based on feelings, hoping nobody feels it is unfair.
  • Argue with managers about who is actually doing a good job.
  • Have no clean way to see who really brings 5 star reviews and more tips.
Analytics and control

"We do something, but we do not know what works"

  • Watch your rating go up and down without a clear reason.
  • Manually check review dates and try to see patterns yourself.
  • Have no data on which QR code or area actually brings reviews.
  • Feel like you are always reacting instead of managing the system.
Tools and implementation

"One more tool that never gets fully set up"

  • Set up and pay for separate tools: survey apps, link trees, form builders.
  • Copy paste links between tools and platforms again and again.
  • Coordinate designers, developers and marketers for even simple changes.
  • Repeat most of this work from scratch every time you open a new location.
  • Tell yourself you will fix reviews when you have time, but that time never comes.
Total: dozens of manual tasks, several disconnected tools, hours of attention every month - and a rating that still does not match your real service.
Time, energy and stress you and your team pay for every month.
With Norly
Guest experience and reputation automation for restaurants, cafes and bars.
From $19.90 / month
per location
Everything on the left handled automatically.
Guest review flow, rating firewall, staff performance analytics, friendly video welcome and a physical starter kit - all in one system, launched for you in a few days.
Book free demo
Start with one location. No long term contracts.
Sign up
Guest view: QR scan, warm video and quick review
Guest experience

Guests see a friendly video, not a cold form

Norly asks for feedback with a short human video, then lets guests leave a quick rating and an optional private note in seconds.

  • Warm video first - a 20-40s video from the owner or team that sets the tone and says “we really care about your feedback”.
  • One-tap rating - guests tap 1-5★ right in the browser. No apps, no logins, no friction.
  • Private note - unhappy guests can leave a short private comment instead of posting a 1-3★ review on Google or Maps.

Result: more 5★ reviews, fewer angry surprises in public, and guests who feel heard.

THIS IS REVENUE

Reviews and rating are money.

Your Google rating and review volume decide how many people click, call, and book. Norly increases 5★ reviews and keeps 1-3★ private - so you protect demand and revenue.

  • More 5★ reviews - more bookings
  • Fewer public 1★ - less lost demand
  • Autopilot flow - no staff pressure
Start your 7-day free trial
Prefer a guided setup? Book a 20-min call
Getting started

Go live with Norly in one evening

Answer a few questions. Norly generates your guest page, routing, and print-ready QR kit - so you can go live tonight.

  • No new apps - guests just scan and rate.
  • Ready to print - table QRs, stickers, staff badges.
  • Optional help - short setup call if you want.
Step 1: Sign up Step 2: Connect platforms Step 3: Place QRs
Book a 20 minute setup call
One short call - and you are live the same evening.
Norly setup - connect platforms, generate kit, go live
QR on the table - warm video - 5★ review.

From Experience
to Solution

“After 10+ years advising businesses (from local shops to $1B companies), I saw one challenge crop up everywhere - managing online reviews. Great businesses were getting hurt by a few loud negative reviews, and they struggled to ask happy customers for feedback. I knew there had to be a better way. That’s why I created Norly - to help businesses like yours easily gather more positive reviews and turn your online reputation into a strength. By combining AI, friendly video messages, and smart analytics, Norly lets you improve your reviews and become a local leader on Google Maps without extra hassle.”

- Vladimir, Founder & CEO
Vladimir, Founder & CEO
Getting started

Everything you get with the Norly Starter Kit

Physical QR kit + ready guest pages + scripts. Set it up in one evening and go live tonight.

Norly Starter Kit with table QR displays, staff badges and stickers

On every table

  • Table QR displays + stickers for tables, bar, terrace.
  • Guests scan and land on a friendly page in seconds.

On every shift

  • Personal staff QR badges and role QR codes.
  • See who brings more 5★ reviews (proof, not guesses).

Owner-ready launch pack

  • Quick-start guide + ready video scripts + reply templates.
  • Optional onboarding call if you want help.

Norly Starter Kit includes table displays, stickers, staff badges, and ready scripts - everything to start collecting more 5★ reviews this week.

Reputation Firewall

4-5★ go public. 1-3★ stay private.

More 5★ reviews - less public negativity, without extra work.

  • Auto-routing
  • No apps for staff
  • Go live tonight
Start your 7-day free trial
No credit card required - cancel anytime.
Prefer a guided setup? Book a 20-min call.
Your questions, answered

FAQ about Norly and 5 star reviews

The most common questions owners ask before they start using Norly. Short, honest answers so you know exactly what to expect.

No one can honestly guarantee that. What Norly does is help you collect many more positive reviews from happy guests and move most negative experiences into a private channel. Your overall rating goes up because silent fans finally speak and issues are handled before they explode online.
Setup is simple and does not require any technical skills. You connect your review links, choose where you want QR codes to live, and Norly generates everything for you. Most owners are ready to go in about 10 to 15 minutes. After that the system runs on autopilot.
After your trial ends, your plan continues automatically so you do not lose the momentum and new reviews. You can cancel any time in your account settings with a couple of clicks. No contracts, no hidden fees. We want to earn your business with results, not lock in with fine print.
Norly is built for local and service based businesses that live on reviews. Restaurants, cafes, bars, salons, spas, clinics, hotels, gyms and more. If guests find you on Google or maps and you already deliver good service, Norly helps turn that into a steady stream of 5 star reviews.
No. Guests just scan a QR code or tap a link. A mobile friendly page opens in their browser. No app, no login, no account creation. The whole flow is designed to work in a few seconds on any modern phone.
Norly uses a soft, personal ask, not pop ups or spam. Guests see a short friendly message from you or your team and can choose to leave a review in one or two taps. There is no pressure, and we see that guests respond better to this than to printed flyers or generic emails.
Yes. Norly does not prevent anyone from leaving a review and does not promise only positive reviews on public platforms. Happy guests get a fast path to your Google or other review page while lower ratings first go to a private feedback form. This keeps you within policy while giving you more control over how issues are handled.
Most 1 to 3 star experiences are routed into a private channel instead of becoming instant public reviews. You receive a message with what went wrong so you can respond, offer a fix and invite the guest back. Many owners see that guests change or improve their rating after a good resolution.
You can add or remove staff in a few clicks. Each person gets their own QR and Norly tracks their performance while they work with you. When someone leaves, you simply deactivate their profile and cards without breaking the system.
Yes. Many businesses start with digital links only. You can send Norly links by SMS, email, in booking confirmations or show them on tablets. Printed table tents, stickers and cards can be added later if you want to push results even further.
A strong rating is worth protecting. Norly helps you keep it stable, add fresh 5 star reviews every week and prevent sudden drops from a few bad nights. This makes you the safe choice for new guests comparing you with other places nearby.
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