Online ReputationManagement
What customers find when they search your name should reflect the work you do, and we help it stay that way honestly.
Online Reputation Management: what the work involves
Before a customer calls, books or pays, they search. One angry review left unanswered, an outdated listing with the wrong phone number or a forum thread from years ago can outweigh a decade of good service. Many owners only notice when enquiries slow, and then react by arguing with reviewers, which makes things worse and leaves a permanent record of the argument.
We start with a reputation audit across Google Business Profile, Facebook, review sites, marketplaces and the first pages of search results for your name. Next comes a process for requesting reviews from genuine customers, a tone guide and response templates for praise and complaints, and a monitoring alert so new mentions reach you quickly. For serious problems we prepare a calm escalation plan, including platform reporting routes where content breaks the rules.
Core features
Reputation audit
Reviews, listings, social comments and search results for your name are collected into one report that shows where perception is strong or weak.
Review request system
After a completed sale or visit, customers receive a short, friendly request by message or email with a direct link to the right review page.
Response guide and handling
Templates and a tone guide help staff reply to praise and criticism politely, with escalation steps for sensitive or legal matters.
Listing accuracy clean-up
Names, addresses, hours and numbers are corrected across directories and maps so customers do not arrive at the wrong place.
Search result shaping
We strengthen owned profiles, press mentions and useful content so neutral, accurate pages take the space of weaker results.
Monitoring and alerts
Brand mentions and new reviews trigger notifications, which gives you time to respond before a small issue spreads.
What we get right before launch
No fake reviews
Buying or writing reviews violates platform rules and consumer law in several markets, and it can lead to removed listings. We only help collect genuine feedback.
Removal is limited
Platforms remove content only when it breaks specific policies. We report violations properly, but we cannot promise deletion and focus on response and dilution.
Legal and defamation boundaries
Serious false statements may need legal advice. We document evidence and advise when to involve a lawyer instead of improvising public replies.
Tools and technology
- Google Business Profile
- Facebook Pages
- Trustpilot
- Google Alerts
- Mention
- WhatsApp Business
- Google Search Console
- Looker Studio
Common questions, answered
Can you delete negative reviews?
Only where a review violates platform policy, and the platform decides. We report qualifying content correctly, then focus on professional replies and collecting more genuine reviews to give a fair picture.
How should I reply to a bad review?
Stay calm, thank the writer, acknowledge the issue, state what you will do and move details offline. A courteous reply is read by future customers more than by the reviewer.
How do I get more reviews from happy customers?
Ask at the right moment with a direct link and a short message, ideally on WhatsApp or email after delivery or a visit. Never offer payment for positive ratings.
How long does reputation work take?
Review growth and search changes build gradually, depending on customer volume and the strength of existing results. We set milestones for monitoring, responding and review collection rather than a promised end date.
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Ready to start your Online Reputation Management project?
Tell us what you need and we will come back with a clear scope, timeline and the questions worth answering before any build starts.