Your reputation, your best salesperson

Before making a purchase or walking through your door, most customers read reviews. They have become the first trust reflex—and a key factor in local rankings.

• Three-quarters of consumers regularly check reviews, and many trust them as much as a recommendation from a friend or family member.
• A majority avoid businesses rated below three stars.
• The volume, rating, recency, and your responses influence your position in Google’s local pack.

Your online reputation works for you 24/7: it deserves as much attention as your storefront.

The best reviews come from satisfied customers… if you remember to ask. Consistency is key.

• Ask at the right time: just after a successful sale or service.
• Make it easy: a QR code, a short link via SMS or email takes them straight to the review page.
• Personalise your request and thank them, but never buy reviews (it’s illegal and risky).

Aim for a steady flow rather than a one-off surge: a few recent reviews each month are better than a single isolated wave.

Responding shows you’re engaged and that every customer matters. Your replies are read by all future customers.

• For positive reviews: thank them sincerely, personalise your response, and invite them back.
• For negative reviews: stay calm, thank them for their feedback, acknowledge the issue, and offer a solution.
• Respond quickly and with a human tone, never defensively.

Consumers expect responses: a business that engages inspires far more trust than a silent page.

A negative review isn’t a disaster: when managed well, it can actually strengthen your image. Stay calm.

• Don’t react in the heat of the moment: take your time, stay factual and polite.
• Acknowledge what’s true, apologise if needed, and offer to resolve the issue privately.
• If the review is false or abusive, report it to the platform (though you can’t delete it yourself).
• Keep collecting genuine positive reviews: they help dilute the incident.

A measured response often turns a dissatisfied customer—and, more importantly, their readers—into reassured clients.

Your reputation isn’t limited to Google: it’s shaped across multiple platforms and networks. You need to know what’s being said.

• Set up simple monitoring: alerts for your business name, regular checks of review pages and social networks.
• Claim and complete your profiles wherever you exist (Google, social media, directories).
• Publish positive content regularly: it occupies space and reflects your true value.

Prevention is better than cure: a monitored reputation can be protected before a problem takes hold.