Acquisition
- Request cadence attached to real service milestones
- Message templates staff can send without sounding scripted
- Prompts that invite specifics, not just a star rating
- Coverage across the platforms your buyers actually use
Reviews decide two things now: whether a buyer calls you instead of the business above you, and what an AI assistant says about you when someone asks. Both are driven by the same work — a steady stream of genuine reviews and a reply to every single one.
Tell us the site and the market you sell into. You get a written read on what is holding it back — and a straight answer about whether we are the right fit.
For a small business, reputation management is four repeatable tasks: request reviews at real service milestones, reply to every review within a business day, monitor the platforms buyers check, and handle negative reviews with a process written before you need it.
There is no software that substitutes for those four. Tools help with the reminders; the outcome still depends on the asking and the answering actually happening.
Two to four genuine reviews a month for a year outperforms twenty in one week, both with platform filters and with the buyer reading the dates.
Every response is read by future customers, not the reviewer. A specific, calm reply to a complaint does more selling than another five-star line.
AI assistants quote reviews word for word. What customers say about you is increasingly what a machine tells the next buyer about you.
Each one carries real legal or platform exposure.
Screening customers and only routing the happy ones to a review form breaches platform policy and has drawn regulator attention. It is also trivially detectable in the ratings distribution.
Fake reviews are an FTC matter with penalties attached, and the reputational damage when they surface outlasts whatever they were meant to fix.
Offering anything of value in exchange for a review, or for a rating level, violates the terms of every major platform. Asking for honest feedback is fine; paying for a number is not.
Built into your job flow so it does not depend on remembering.
Skip these and the program stalls in month two.
A review request works when it lands within a day of the moment a customer was happiest — the job finishing, the delivery arriving, the problem being solved. Attached to an invoice or a monthly newsletter, the same request converts at a fraction of the rate. Picking that moment per service line is the single most important decision in the build.
Response quality collapses when replies are everyone's job. One named person writes them, with an owner escalation for anything below four stars. That is the whole governance model, and it holds at almost any small-business size.
The reason review programs fail is that the ask depends on somebody remembering. We build the cadence into the job flow so it happens without anyone deciding to do it.
Design the CadencePortfolio averages from real GA4 client data, using each client’s first full month as the baseline.
Results vary based on site age, industry, and market competition.
Reviews touch nearly every other part of a local program.
“The reporting is the part that surprised me. I can see which pages brought in enquiries instead of being handed a traffic number every month.”
— Lifehack Wellness“They rebuilt the site and handled the search side together, so nothing got lost between two vendors blaming each other.”
— Wellness 360 PlusFour ongoing tasks: asking for reviews at genuine service milestones so new ones arrive steadily, responding to every review within a business day, monitoring the platforms buyers and AI assistants actually read, and handling negative reviews with a documented process rather than an improvised reply written while angry.
Enough to be comparable to whoever is ranking above you, which usually means matching the top three in your map results rather than hitting an absolute number. Recency matters as much as count: a business with forty reviews all from three years ago reads as inactive next to one with twenty from the last six months.
Review velocity is the rate at which new reviews arrive over time. A steady two to four per month across a year is worth more than twenty in a single week, because it signals an operating business rather than a campaign, and because a sudden batch is the exact pattern platform filters are built to catch.
Reply publicly, quickly, and without arguing the facts. Acknowledge the specific issue, state what you are doing about it, and move the detail offline with a direct contact. The reply is not written for the reviewer — it is written for the next hundred people who read it, and a calm, specific response frequently converts better than an unbroken wall of five stars.
Only if it violates platform policy: spam, conflict of interest, off-topic content, a review of the wrong business, or prohibited content. Genuine negative experiences cannot be removed and should not be. The realistic strategy is to outweigh and outlast it while fixing what caused it.
Directly, and more than most owners realise. Assistants quote review text verbatim, so the themes customers write about become the language a model uses to describe you. If clients consistently mention responsiveness or fair pricing, that becomes part of your description in a generated answer — our own review page is that principle applied to us — which makes it worth asking reviewers what stood out rather than just asking for stars.
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Monitoring, response management and a plan for the review that finally goes wrong — before it does.
Talk About Your ReviewsTwenty-seven reviews, a 5.0 average, every one earned the way we ask clients to earn theirs.
The proof of a review program is the review page itself. Here is ours on our Google Business Profile reviews.
