Know what the web says about you, then fix it

No, and be wary of anyone who says yes. We only ask a platform to remove a review when it breaks that platform's own published rules, and we do it through the platform's normal reporting process. The realistic path is different: respond well in public, fix what caused the complaint, and keep asking every customer so recent genuine reviews keep arriving. We control the asking, the responding and the fix. We do not control the rating.

Everything. Accounts, profile logins, the corrections log, response templates, monitoring configuration, drafted statements and any pages we publish are yours and stay in your name throughout. We are added as users to your accounts, never the other way round. If the engagement ends you carry on with no rebuild, no export request and no licence to renew.

We agree the measures before the work starts, and they live in your own accounts rather than a dashboard only we can see. Typical ones: rating and review volume by surface and by location, response rate and time to respond, what ranks on the first page for your brand name, wrong records corrected and still correct on re-check, and enquiry volume from branded search.

No to both. Writing or buying reviews breaks the published terms of the major review platforms and, in Canada and the United States, the rules against misleading representations. It also puts the profile itself at risk. We do not gate requests so that only happy customers are asked, either. Everyone who had the experience is asked, on the same trigger, in the same words.

That depends on whether the route was set up beforehand. With an escalation plan in place there are named contacts, a drafted holding statement, an approval chain and a decision already made about who speaks, so the first response is edited rather than invented. Without one, the first day goes on deciding those things. Sustained incident work moves to crisis communications, which is a separate discipline.

Every engagement is quoted. Reputation work scales with the number of locations, the number of surfaces, the languages involved, review volume, and how much of the response practice you want to run yourselves. We scope it after the baseline audit so the quote describes real work rather than a guess, and we say plainly which parts your team can take over.

They overlap, and we keep the boundary explicit. SEO works on what people search before they know you exist. Reputation work starts once they know your name: the stars beside your listing, the first page for your brand, the old address on a directory, the employer review a candidate reads. Map-pack ranking and day-to-day profile mechanics belong to Local SEO and Google Business Profile.