Repair the reputation customers see before they call you.
A bad review profile can undo months of SEO, advertising, and sales work in seconds. We help businesses recover damaged ratings, generate more genuine customer feedback, and build a reputation system that keeps improving over time.
Before
128 reviews
After system implementation
312 reviews
The customer already found you. Then they searched your name.
You can rank first in Google and still lose the sale on the next search.
Illustrative example, not a real business.
What is a damaged reputation actually costing you?
Reputation impact estimator
~10
Estimated additional customers per month if reputation-driven conversion improved as modeled above.
This is a directional estimate to illustrate how conversion rate compounds, not a projection of results for your business. Actual impact depends on your industry, price point, and competitive set.
What we do
Six connected disciplines, not a one-off review push.
Reputation Audit
We map what customers see when they search your business — ratings, review velocity, complaint themes, and unanswered feedback across every platform that matters to you. You get a prioritized list of what’s actually pulling the score down, not a generic scorecard. Every recommendation after this step is built on that baseline, so nothing we do is guesswork.
Review Generation
Automated systems that consistently invite real customers to leave honest feedback, without gating who gets asked. Requests go out at the right moment in the customer journey, with reminders for people who don’t respond the first time. The goal is a steady, sustainable flow of genuine reviews, not a one-time spike that fades after a month.
Negative Review Management
Identify recurring problems, respond appropriately, and flag potentially policy-violating feedback for possible disputes. We look for patterns across dozens of complaints, not just the loudest single review, so you’re fixing the actual operational issue behind them. Where a review genuinely breaks platform rules, we help you build the case correctly.
Review Response Management
Faster, more effective responses to negative and positive feedback — consistent tone, no template-obvious replies. Response speed and quality both factor into how future customers read your profile, so we treat every response as public-facing copy, not a box to check. You approve the tone and escalation rules up front.
Reputation Monitoring
Know when a negative review appears instead of discovering it three months later from a lost customer. Alerts cover every platform in scope, so a bad review can be triaged and responded to within your window, not after it’s already shaped a dozen buying decisions. Trends get flagged early, before they become a pattern.
Rating Recovery
A long-term, mathematically grounded plan to improve the overall health of your public review profile. We model how many new reviews at what average it actually takes to move your current score, so the plan is based on the math of a weighted average, not a hopeful timeline. You get milestones you can track against reality.
The recovery process
Five steps from audit to an ongoing, self-reinforcing system.
Audit
We analyze existing review profiles, branded search results, rating distribution, review velocity, and recurring complaint themes.
Diagnose
Determine what’s actually damaging the score — too few requests, unresolved complaints, review imbalance, poor response process, or outdated public info.
Recover
A prioritized recovery roadmap ordered by what will move the needle first, not a generic checklist.
Generate
An ethical, repeatable system for inviting genuine customer feedback from everyone you serve, not just the happy ones.
Monitor
Track ratings, reviews, responses, and reputation trends over time so problems get caught early, not discovered late.
Reputation recovery vs. traditional reputation management
Most “reputation management” is a black box. Here’s what we do differently.
Reputation recovery, done right
- A transparent audit of what’s actually driving the rating down, shared with you in full
- Real customer review generation — no fake reviews, no selective gating of who gets asked
- Complaint pattern analysis so you fix the root cause, not just the visible symptom
- Measurable trends you can track month over month, not a vague sense of "it's improving"
- A system built around conversion — more customers choosing you, not just a nicer-looking number
The traditional black-box approach
- Unknown tactics — you’re told "we handle your reputation" with little visibility into how
- A generic monthly report full of metrics that don’t map to any specific action
- Heavy focus on hiding or burying complaints instead of resolving what caused them
- Little to no connection between the "strategy" and what customers actually experienced
- Success measured by activity performed, not by movement in your underlying rating
Reputation recovery isn’t about pretending complaints don’t exist.
If ten customers complain about the same problem, the solution isn’t ten clever responses. It’s fixing the problem. Part of our audit is identifying recurring themes in your negative feedback so you know what’s actually driving the ratings down.
Who this matters most for
Reputation recovery matters most for businesses where a prospect checks reviews before ever picking up the phone or adding to cart — which, in practice, is nearly every industry we work with.
Reputation recovery by industry
The platforms, complaint patterns, and constraints differ by industry — the recovery plan should too.
Home services
Google Maps, Angi, and Nextdoor — technician-level trust and seasonal complaint spikes.
Healthcare practices
HIPAA-aware responses, Healthgrades and RealSelf, and why practices can’t confirm who was ever a patient.
Law firms
Bar association ad rules, Avvo and Martindale-Hubbell, and why firms can’t confirm a client relationship.
Ecommerce
Trustpilot vs. on-site product reviews, shipping complaints, and the biggest target for fake-review sellers.
SaaS
G2, Capterra, and TrustRadius — enterprise buying committees and churn-timed review spikes.
Agencies
Clutch and UpCity, scope-creep complaints, and reviewing a relationship that’s still active.
Financial services
Regulatory constraints on testimonials, BBB weight, and claims-and-service-focused reviews.
Local businesses
Maps and Yelp in a hyper-local radius — walk-in decisions made in seconds.
Hospitality
TripAdvisor and OpenTable, single-visit customers, and managing viral review spikes.
High-ticket services
Low review volume, long sales cycles, and why one bad review hits harder here.
Platform-specific recovery
38 platforms, 38 different rulebooks — each needs its own strategy.
Trustpilot
TrustScore mechanics, review velocity, and how a damaged Trustpilot profile shows up in branded search — plus how to build a recovery plan around it.
Google Reviews
Google Business Profile, Maps visibility, and how your star rating shown directly in search results affects local conversion.
Yelp
Yelp's recommendation software, why direct review requests can backfire, and how to grow a rating that holds up.
Facebook Reviews
How Facebook Recommendations replaced star ratings, and how to build a compliant recommendation-request system.
Tripadvisor
Popularity Ranking mechanics for hotels, restaurants, and attractions, and how guest review requests actually work.
Sitejabber
Verified-purchase reviews and reputation management for ecommerce and online businesses.
Plus 32 more industry-specific platforms — employer (Glassdoor, Indeed), healthcare (Healthgrades), legal (Avvo), real estate (Zillow), home services (Thumbtack, BBB), and automotive (DealerRater).
Every part of the system
Visibility gets the click. Reputation gets the customer.
Considering a shortcut?
A lot of businesses land here after searching for something faster. Here’s the honest answer for each.
Or just get more reviews, free
Free tool: confirm your profile on any platform, tell us your website, and get a personalized, policy-compliant review-request kit in under a minute.
Have a question?
Try asking
Frequently asked questions
Your rating won’t recover by itself.
We’ll review what customers currently see when they search your business and show you where the biggest reputation leaks are.
No long contracts. No fabricated reviews. Just a clearer picture and a plan.