Online Reputation Management
What people find when they look up your business is mostly written by others: customers on review sites, former staff on employer sites, a local newspaper, a forum thread from some time ago.
You cannot rewrite it. You can answer it, correct what is factually wrong through the proper channel, and make sure satisfied customers are asked for their view as often as unhappy ones volunteer theirs.
Two things must be said plainly. We do not write fake reviews or pay anyone to post them. And we cannot remove a genuine review, however unfair it feels; only the platform can take a review down, and only when it breaks the platform's own rules.
How we answer a review
A reply is read by the next customer more than by the person who wrote the review.
Check the facts first
Before drafting, we ask your staff what happened. A reply that contradicts the customer's record of events makes matters worse.
Answer the complaint made
The reply addresses the specific problem, says what has been done about it, and offers a direct contact. No template paragraph.
Keep private details private
Order contents, medical information or account details never appear in a public reply, even when the reviewer has raised them.
Thank people properly
Positive reviews get a short reply that mentions something from the review itself.
Know when to stop
One calm reply, then the conversation moves to email or telephone. Arguments in public are not continued.
Requesting reviews within the rules
Each platform publishes what is allowed. Breaking the rules can lead to reviews being deleted or the profile being penalised.
Ask everyone
The request goes to every customer after a purchase or a completed job. Sending it only to those likely to praise you is review gating, which Google prohibits.
Offer nothing in return
No discounts, gifts or prize draws in exchange for a review where the platform forbids incentives, which most do.
Make it easy
A direct link or QR code to the review form, sent at a sensible moment by email, SMS or on a printed card.
Leave the words to the customer
We never draft a review for a customer to paste, and staff and relatives are not asked to post.
What we will not do
Some of these are illegal in several countries. All of them tend to be found out.
- Write reviews posing as customers
- Pay for reviews or buy them in bulk
- Post negative reviews about your competitors
- Report an honest review as fake in the hope it is taken down
- Threaten reviewers with legal action on your behalf
- Create networks of sites to push criticism down the search results
- Promise that any review, article or search result will disappear
The weekly routine
Reputation is kept by steady attention, not by a campaign.
Monitor
New reviews and mentions are collected from the platforms that matter in your trade, plus alerts on your business name.
Draft
We write replies and send them for your approval. Urgent complaints are flagged to you the same working day.
Flag
Reviews that break platform policy, such as spam, abuse, or a post about the wrong business, are reported through the official form with the evidence. The platform decides.
Report
A summary of volume, average rating and recurring complaints. The last of these is the useful part: it tells you what to fix in the business.
Where we work
We are added as a manager on profiles you own. Which platforms matter depends on your trade and country.
- General
- Google Business ProfileTrustpilotFacebook recommendations
- Software
- G2Capterra
- Travel and food
- TripadvisorBooking.com partner reviews
- Employer
- GlassdoorIndeed company pages
- Monitoring
- Google AlertsGoogle Search Console
Hard cases
A review is false. Can it be taken down?
If it breaks the platform's policy, we report it with evidence and the platform may remove it. If it is a real customer's honest opinion, it stays, and the best course is a good reply.
We think a competitor wrote it. What then?
We gather what supports that view and submit it as a conflict-of-interest report. The decision is the platform's, and it is often slow.
Can you push a bad article off the first page of search results?
We can help you publish accurate material of your own, which sometimes changes what ranks for your name. We cannot promise where any result will appear.
Should we take legal action over a defamatory post?
That is a question for a solicitor, not for us. We can supply dated screenshots and a record of what was posted.
Will our rating go up?
We cannot say. When every customer is asked, the rating tends to reflect the service they actually received. If the service has problems, the reviews will show them.
Tell us what worries you
Name the platforms, the reviews or the search results that concern you. We will say honestly what can and cannot be done, within one business day.