Review management. Fifteen good years, eleven reviews.
The most common thing we find in a long-established business is a wall of goodwill nobody wrote down. A newer competitor who asks every customer looks better on a map than you do, and the map is what people read.
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The ask has to happen in the room.
An email sent three days later gets a fraction of what a phone handed over at the counter gets, because the moment somebody says they are pleased is the moment they will write it down. That means the ask belongs in the handover rather than in a campaign.
So the work is mostly building it into what already happens: one tap, at the right minute, by the person who did the job. Then every review answered, the good ones by name and the hard ones like an owner rather than a lawyer.
How we run the listingWhat we actually do.
Four parts, and the first one is the only one that changes the number.
Build the ask into the handover
A link, a card or a code that takes one tap, given at the moment the work is done. Whatever fits how you already finish a job, because anything else gets forgotten by Thursday.
Answer every one
Inside a day, in your voice. The good ones thanked by name, the hard ones answered plainly. The reply is read by everybody who comes after, which is what makes it worth doing.
Know what a bad one is worth
One difficult review among forty does less damage than a perfect record does good, and an unanswered one does more damage than the review. We will tell you when to let it go.
Keep it going after month three
A burst of twenty and then nothing reads worse than a steady trickle. What matters is that they keep arriving, which is a habit rather than a campaign.
We can make it easy and we can answer it well.The review itself comes from somebody who was pleased with your work, and that part is yours.
What we will never do.
This is the corner of local marketing with the most people selling something they should not.
Not from a service, not from staff, not from anybody who was not a customer. It is against the rules on every platform, it is obvious to anybody reading, and it is the fastest way to lose a listing that took a year to build.
Sending the ask only to people you think are happy is called review gating and it is against Google's policy. Everyone gets asked or nobody does.
A medical practice cannot confirm somebody was a patient, and a law firm cannot discuss a matter. We write replies to that standard in those trades, which means shorter and warmer and about nothing.
Nobody buys a plan they haven't seen.
The free audit is a look at what you already have and what it is costing you, sent over with nothing to sit through. The plan is a conversation about where the business is and where you want it to get to, and it ends with a path written down rather than a quote. Or you call, and somebody who works on accounts picks up.