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Reputation

The reviews are the first thing they read.

Buyers read your reviews and your Business Profile before they reach your website. They read both whether you have touched them this year or not.

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Example listing

The first look

An untouched profile makes buyers wonder if you are still open.

Hours from before you changed them. A last post from the month you opened. Eleven reviews, none answered. A buyer reads all of it before they reach your site, and draws the obvious conclusion.

What a buyer sees
Example listing
See photos MAIN ST See outside

Your Brand

4.8 186 Google reviews

Aesthetic clinic

WebsiteDirectionsCall

Address: Main Street

Hours: Closed · Opens 10 AM Mon

Suggest an edit

From the owner

We are open! Come and see the new clinic.

14 months ago

Google reviews Write a review

S Sam P.
2 months ago

Good results. A bit pricey for the area.

T Tom B.
3 days ago

Waited forty minutes past my appointment time.

Example listing
See photos MAIN ST See outside

Your Brand

4.8 186 Google reviews

Aesthetic clinic

WebsiteDirectionsCall

Address: Main Street

Hours: Open · Closes 6 PM

Suggest an edit

From the owner

Now open on Sundays, for consultations and treatments.

2 days ago

Google reviews Write a review

S Sam P.
2 months ago

Good results. A bit pricey for the area.

Response from the owner2 months ago

Thanks, Sam. Glad you are happy. Our prices page shows every option, including the lighter ones. Mara, Your Brand

T Tom B.
3 days ago

Waited forty minutes past my appointment time.

Response from the owner2 days ago

Tom, you are right, and I am sorry. We now leave a gap between appointments so it cannot happen again. Mara

What a buyer sees4.8 · 186 reviews

Sunday hoursClosedOpen, 10 to 6
Reviews answered5 of the last 16all 16
Last post14 months ago2 days ago
Photos3, from opening day9, from this year
Treatments listednone12

The rule

Anything under four stars comes to you first.

A reply to a complaint is a judgement about your business. It is not one to hand to anyone else, and we do not ask you to.

The line is a number, not a mood, so you know in advance which reviews will reach you

Comes to you firstThree stars or below

Answered in your voiceFour and five stars

  1. P Priya N.
    2 days ago

    Came in worried about my skin before a wedding. Everyone asked what I had done.

    Reply drafted, posted for you
  2. T Tom B.
    3 days ago

    Waited forty minutes past my appointment time.

    Sent to you, nothing posted
  3. L Leah M.
    5 days ago

    A thorough consultation, and nobody pushed me into anything.

    Reply drafted, posted for you
  4. C Camille R.
    1 week agoFrench

    Équipe très professionnelle. Ma peau est plus lumineuse.

    Reply drafted, posted for you
  5. N Nina T.
    1 week ago

    Happy with the result, but the price list online was out of date.

    Sent to you, nothing posted
  6. D Dana K.
    2 weeks ago

    They explained every step and the aftercare. Booked my next visit before I left.

    Reply drafted, posted for you

In your voice

Every review answered in your voice.

An unanswered review says you did not notice, or did not care. Neither is true, and a buyer cannot tell the difference.

Written in the language the review was written in

Your voice, written down onceagreed once

Greeting Thank you, first name
Treatments never named, unless they did
Sign-off Mara, Your Brand
Never says "guaranteed results"
Stars, no words a thank you, nothing made up
Language the review’s own

Every reply is written to this. One that would fit under any review does not go out.

Kept current

Your profile says something happened this month.

A profile that has not changed since the day you set it up tells a buyer nothing has happened since. Something has. This is where it gets said.

When a post needs a fact only you have, it waits for you

Websites
Example listing

Consultations every Sunday, from 10 AM to 6 PM.

2 days ago

Learn more
Example listing
What a first consultation includes

Twenty minutes on your skin and what you want from it, then a plan, with no pressure to book.

Monday

Learn more

Posts this monthon your profile

Now open on Sundays posted
What a first consultation includes posted
Holiday hours needs your dates

The month

What went out, and what is waiting on you.

Every month there is a list: the replies that went out in your voice, the posts that went up, and anything still sitting with you. Nothing on it is a surprise, because the rule decided it in advance.

New reviews

16in September

14 answered in your voice · 2 came to you first

Google rating

4.8from 186 reviews

As Google shows it, on your profile

All reviews, by stars186 on Google

Replies that went out14 this month

Priya N. · 5 stars posted
Leah M. · 4 stars posted
Camille R. · 5 stars in French posted
Dana K. · 5 stars posted

And 10 more, in the same voice.

Waiting on you2 open

Tom B. · 2 stars 3 days ago yours to answer
Post: Holiday hours needs your dates
Nina T. · 3 stars answered by you

LanguagesSeptember

  • English 1275%

  • French 213%

  • German 16%

  • Dutch 16%

Questions people ask before they let anyone near their reviews

Does a machine answer my angry customer?

No. Anything three stars or below comes to you first and is yours to answer, and nothing is posted under it without you. A reply to a complaint is a judgement about your business. It stays with you.

What happens to a one-star review?

It comes to you first, and nothing goes under it until you have read it. You answer it in your own words, because a future buyer will read that reply as closely as the review. What we do is make sure you know it is there, and that it is not still sitting unanswered a month later.

Whose voice is it?

Yours. We write it down once from your own words, how you greet people, what you call your services, how you sign off, and every reply is written to that. A reply that would fit under any review on any listing is not good enough, and does not go out.

Do I approve every reply before it goes out?

You approve the voice once. After that you see every review under four stars before a word is said to it, and four and five stars go out in that voice without you reading each one. If you would rather read every reply first, say so on the call, and they wait.

What if I already reply myself?

Keep doing it. Your own replies are the best source there is for the voice, and we write from them. What changes is that the weeks you are too busy to reply no longer show on your profile.

Start with the check.

Twenty minutes. We read your reviews and your profile with you, and say what we would change.

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