Reputation management that reflects the business you actually run
Before a customer calls, they read your reviews. Before a candidate applies, they check Glassdoor. Before a referral partner sends business, they search your name. Online reputation management makes sure what they find is accurate, current and representative, with more real reviews, prompt responses, policy violations removed and a brand search result you control.
Typical starting points
- A 4.1 rating on Google when your real customer satisfaction is far higher
- One unfair or fake review sitting at the top of your profile for a year
- Reviews arriving once a month while a competitor gets ten
- A negative news story or forum thread ranking for your brand name
- No one responding to reviews, so every complaint looks unanswered
Reputation management is a process, not a one-time cleanup
The rating that appears beside your name in Google is an average of whoever bothered to write. Happy customers rarely do unless asked; unhappy ones always do. Businesses with strong reputations online are not necessarily better; they have a system that asks every satisfied customer at the right moment, makes leaving a review take thirty seconds, and responds to every review, good or bad, within a day or two.
The second half is defence. Google, Yelp and the other platforms have policies against fake, conflict-of-interest and off-topic reviews, and they will remove reviews that violate them if the case is documented properly. Most businesses never file. Beyond reviews, the first page of results for your brand name is yours to shape: your website, your profiles, your press and your content should fill it so a single negative item cannot dominate.
We run this as an ongoing program, integrated with Google Business Profile management and local SEO, because reputation and rankings move together.
What reputation management includes
Review generation
A request process built into your workflow: after an appointment, a delivery, a closed file. Short links, QR cards, SMS and email templates, and staff training so it actually happens. Compliant with platform rules and Canadian law.
Review response
Every review answered within 48 hours in your voice, with drafts for approval where you want them. Negative reviews handled calmly and moved offline, which is what the next reader is really judging.
Removal of policy violations
Fake, competitor, ex-employee and off-topic reviews flagged with documented evidence, escalated through the platform’s processes, and tracked to resolution. No guarantees, but far higher success than an unexplained flag.
Brand SERP management
Monitoring of what ranks for your business and principals’ names, and content and profile work to make sure the first page is yours: website, profiles, press, directories and owned content.
Monitoring and alerts
New reviews, mentions, forum threads and news tracked across Google, Facebook, Yelp, industry sites and Reddit, with alerts to your team so nothing sits unanswered.
Crisis response
When something goes wrong, a plan within 24 hours: holding statements, response drafts, what to say to reviewers and press, and how to keep the issue from defining your brand search for years.
From audit to steady-state
Audit
Every platform where you are reviewed, your brand SERP, response rate, review velocity against competitors, and any reviews that qualify for removal.
Setup
Request process and templates built into your workflow, response guidelines agreed, monitoring configured, removal cases filed.
Run
Ongoing responses, monthly review-velocity tracking, brand SERP checks and quarterly staff refreshers.
Report
Rating, volume, response time and brand SERP status by location each month, with issues flagged and what we did about them.
Any business that gets chosen on trust
Dental and medical clinics, law firms, contractors, restaurants, car dealerships, real estate teams, clinics and professional practices in Toronto, the GTA and across Canada. Reputation programs are a standard part of our dental marketing and law firm marketing work, and we run them standalone for businesses that only need this.
Reputation management questions
Can you remove a negative review?
Only if it violates the platform’s policies: fake, written by a competitor or former employee, off-topic, or containing prohibited content. Honest negative reviews from real customers cannot and should not be removed; the right response is a calm public reply and a better review flow so they are outweighed.
Is it legal to ask customers for reviews in Canada?
Yes. Asking is fine. Paying for reviews, offering incentives for positive reviews only, writing reviews yourself or filtering out unhappy customers before asking is not, and the Competition Bureau has acted on it. Our process asks everyone and incentivizes no one.
How much does reputation management cost?
Monthly programs for a single location typically run $500 to $1,200 depending on review volume and platforms. Multi-location businesses are priced per location. Crisis response is scoped separately.
How quickly will our rating improve?
Review velocity usually changes within the first month once the request process is live. The average rating moves more slowly because it is cumulative; a business with 80 reviews at 4.1 needs roughly 40 five-star reviews to reach 4.4. We model that for you up front.
Do you respond to reviews as us?
Yes, in your voice and under your account, with guidelines you approve. Many clients review every draft at first and move to auto-approval for positive reviews once they are comfortable.
Can you fix a negative news article ranking for our name?
We cannot remove legitimate press. We can make sure your own properties, profiles and content fill the rest of the first page so one article is not the whole story, and we can advise on when a correction request is worth making.
See your reputation the way a customer does
A free audit of your reviews across every platform, your brand search results, your response rate and the reviews we think qualify for removal.