Review and reputation management, from the request to the reply

Our review management service asks every customer for a review after each job or visit, replies to every review, keeps your pages on Yelp and the other review sites complete and current, and handles bad reviews and public complaints, location by location, with a report each month. It covers reviews and complaints about your business on review sites and listings. It doesn’t cover removing news articles or other search results, which some reputation management services offer.

Yes, on Google, as long as every customer is asked the same way and nothing is offered in return. Google’s rules don’t allow asking only the customers you expect to be happy, discouraging bad reviews, or offering a discount, a gift or payment for a review. Yelp is different: it asks businesses not to request reviews at all, so on Yelp we look after your page and answer reviews, and we don’t send requests.

Only the person who wrote a review, or the site that hosts it, such as Google or Yelp, can remove it. The sites remove reviews that break their rules, such as a fake review, one from someone who was never a customer, or one from a competitor or a current or former employee. When a review breaks the rules, we report it with the evidence and follow it up. We can’t promise that a review will come down. A real customer’s bad review stays, so it gets a calm, specific reply, and you decide whether to contact the customer.

You approve the wording at the start: how we thank people, what we say when something went wrong, and anything a reply must never mention. Then every review on Google, Yelp and the other review sites we look after for you gets a reply, usually within two business days. A 1 or 2 star review sends you an alert first, with a reply drafted for your approval, and the reply goes up once you approve it.

A reply must never confirm that the reviewer is a patient or mention a visit or a treatment, even when the patient wrote about it first. Patient privacy laws apply to replies too: HIPAA in the United States, and PIPEDA and provincial laws such as Ontario’s PHIPA in Canada. So each reply thanks the reviewer in wording the clinic approved and, when the review raises a problem, invites them to call the clinic directly. Our guide to responding to patient reviews has examples.

No. The request goes out when a job or visit is marked complete in the system your team already uses, such as a CRM, job software or a booking system, so nobody has to remember to ask. Where a system can’t pass on finished jobs, someone on your team sends us a regular export instead. Your part is approving the wording at the start, approving each reply to a 1 or 2 star review, and naming one person we can reach about it.

Reviews are one of the things that decide who gets the call. Google Maps and Local Services Ads weigh review count and rating alongside distance and a complete profile, and AI answers draw on reviews when they name a business. Our Local Services Ads page covers the ads themselves. Each month we report new reviews and the rating for every location and, with lead tracking, the calls from each Business Profile, so you can see both side by side. We don’t promise a review count, a rating or a number of calls.

Yes, as its own service. The profile’s categories, services, photos, posts and other details are our Google Business Profile service. This page covers the reviews, on the profile and on the other sites.

We show a client’s numbers only with their permission, so the report on this page uses sample figures. What our clients say about working with us is on our testimonials page.