Reputation Management Agency
Reputation management that earns the stars.
Most buyers read your reviews before they read your website. We build the system that asks every happy customer at the right moment, answers the unhappy ones properly, and keeps your brand search page under your control. No bought reviews, no filtering out the bad ones.
A four star average with recent, answered reviews outsells a five star average that stopped two years ago.
The whole reputation system.
Asking well and at the right moment, answering everything, your Google profile, the third-party sites that matter in your category, your brand search page, and monitoring.
Review generation
The whole programme rests on asking well, at the right moment, every time.
We work out when your customer is most satisfied, which is rarely at the point of payment, and build the ask into that moment by text, email, or a counter card with a QR code. Then we remove the friction: one tap, no login, straight to the platform that matters most for your category.
Volume matters less than steadiness. A handful of reviews every week beats forty in one month and silence after.
Review response and recovery
Every review gets an answer, including the good ones.
Negative reviews get a reply that acknowledges the specific problem, says what changed, and moves the conversation offline. Done properly this often earns an edit or an upgrade, and the people it really persuades are the hundreds reading later.
A defensive or copy-pasted reply does more damage than the original complaint.
Google Business Profile
For local searches this is the page that decides, not your website.
Categories, services, hours, attributes, and photos get set up properly and kept current. We use Q&A to answer the objections that come up on sales calls, and post regularly, because a stale profile quietly slides down the map pack.
Profiles also get watched for hijacked edits and duplicate listings, which are more common than most businesses realise.
Third-party and industry profiles
Google is where most people look first. It is rarely where they stop.
We identify the two or three other places your buyers actually check, whether that is Facebook, Trustpilot, Yelp, or an industry directory like RateMDs or Houzz, and keep those consistent. Contradictory hours and phone numbers across profiles cost you both trust and local ranking.
We do not chase every directory that exists. Most add nothing.
Brand search control
Search your own company name. Whatever sits on that first page is your reputation.
Complaint-site pages and old news can outrank your own properties for your brand. The durable fix is publishing and strengthening assets you own, so your site, profiles, case studies, and press occupy that page instead.
This takes months, not weeks. Start before you need it.
Monitoring and alerts
You should hear about a one star review from us, not from a customer.
New reviews and brand mentions get monitored across the platforms that matter, with alerts routed to whoever can actually act. We track the themes as well as the ratings, because five people mentioning the same delay is an operations problem, not a marketing one.
That feedback loop is often the most valuable part of the engagement.
Earned slowly, then defended.
Reputation work is a habit, not a campaign. The first month is mostly diagnosis, and some of what we find will be operational rather than marketing.
Audit
We pull your ratings, review velocity, and response rate across every platform your buyers check, then search your brand name and record what actually appears. You also get the themes hiding in your existing reviews, which is usually the most uncomfortable and most useful part.
Fix the source
If the reviews are telling you something true about wait times, a product, or one location, no amount of asking will outrun it. We flag what has to change operationally before the programme starts, because campaigns can't outvote reality.
Build the ask
The request gets built into the moment of highest satisfaction and made as frictionless as possible, with response templates and an escalation path so nothing sits unanswered for days.
Hold the line
Reputation decays. Reviews age, competitors keep collecting, and profiles drift out of date. We keep the cadence steady and report on ratings, velocity, response times, and what your brand search page looks like.
Expect the audit in the first two weeks and a working ask in month one. Ratings move slowly at first, because an average is hard to shift until new reviews outnumber the old ones. Businesses starting from a low volume usually see the average move within two to three months. If you're digging out of a serious problem, plan in quarters.
Which numbers actually matter.
The star average is the number everyone asks about and the one we watch least closely.
Star average
The number buyers see, and the one worth the least attention day to day.
It is a lagging average, so it moves slowly and tells you nothing about why. Useful as a target, useless as a weekly metric.
Review velocity
How many new reviews you earn per month, per location.
This is the number we actually manage. Recency is weighted by both buyers and Google, and steady flow beats occasional bursts every time.
Response rate and time
The share of reviews answered, and how quickly.
Aim for everything answered, negatives within a day. It is the clearest public signal that somebody is paying attention.
Brand search page
What appears when someone searches your company name.
We track which results you own versus which belong to third parties and complaint sites. Progress here is slow and it is the most durable protection you can build.
Review themes
The recurring subjects inside the text, not the ratings.
Five mentions of the same delay is an operations finding. This is the part of the reporting that tends to change how the business runs.
Conversion lift
What the ratings do to enquiries and calls.
Star ratings show in map results and ads, so they change click-through and call volume. If reputation work is not moving enquiries, it is decoration.
A good fit if customers are already happy.
This pays off when the business can stand behind it.
This usually works when
- Customers are generally happy and simply never get asked.
- Buyers in your category compare reviews before they call, which covers most local services.
- Someone on your side can answer a review within a day.
- You run multiple locations and the ratings are inconsistent between them.
- You are willing to act on what the reviews say, not just collect more of them.
Where we start instead
- The complaints are accurate: we identify what to fix and the themes costing you most.
- You want reviews removed: we report the ones that breach platform rules and answer the rest.
- Nobody has time to reply: we draft and manage responses for you.
- You need a rating moved quickly: we lead with velocity and response, which move first.
- Multiple locations vary: we start with the branches dragging the average down.
We start with the audit and the themes inside your existing reviews, which is usually the cheapest customer research available to you. Run with local SEO, a stronger profile lifts map rankings and lowers what every enquiry costs.
Gating and buying always backfire.
Shortcuts that look efficient and cost more than they save.
Review gating
Screening customers and only sending the happy ones to Google breaks Google's own policy and risks the whole review set. It is also unnecessary. A well-timed ask to everyone usually produces a better average than gating did.
Buying reviews
Detection is far better than it was, penalties hit your profile, never the vendor, and one exposed batch costs more trust than years of honest collecting earns.
Only asking after a complaint
Businesses tend to remember reviews when something goes wrong, which means the profile fills up with recovery stories and nothing else. Ask when things go right, which is most of the time.
The one-off blitz
Forty reviews in a fortnight then nothing looks artificial to buyers and to the platforms. Recency is weighted, so the burst decays and you're back where you started.
Arguing in public
A defensive reply confirms whatever the reviewer said to every future reader. Acknowledge, state what changed, take it offline.
Suppressing instead of fixing
Pushing a complaint page down the brand search results does nothing about the reason it was written. The theme resurfaces, usually on a platform you control even less.
Why local SEO and ads get cheaper.
Reviews lift your ranking and decide the click. Local SEO puts you in the map pack. Ads cover what neither reaches yet.
Reputation sets the ceiling
Ratings decide whether people click and call at all. Improve the rating and every other channel gets cheaper, because the same traffic converts better. Nothing else on this page compounds as quietly.
Local SEO decides visibility
Reviews are a ranking factor in the map pack, and the map pack is where local intent lands. Reviews and local rankings feed each other, which is why we run them together instead of as separate projects.
Ads pay for the gap
Paid traffic works while the organic position is still being earned. It also exposes the rating, since star extensions show in ads, so a weak profile makes every click more expensive.
In practice we run this alongside local SEO and Google Ads, because a strong profile makes both cheaper. If you have several locations, the SEO and reputation work have to be planned as one thing.
Reviews are an operations signal, not just marketing.
The themes in your reviews are the cheapest customer research you'll ever get, and they usually point at something fixable. We pass those findings to whoever owns the process, and where the problem is the website and not the service, that becomes conversion work instead.