What ORM actually involves
Reputation management is mostly about two things: knowing what's being said about your business across review sites, social media and search results, and responding to it appropriately — thanking genuine positive feedback, addressing legitimate complaints professionally, and flagging genuinely fake or malicious reviews to the platform for removal.
We don't generate fake reviews or manipulate rating systems — that's both against most platforms' terms of service and, more practically, doesn't fix an underlying problem if there is one. If negative reviews reflect a real issue with your service, the honest fix is addressing the issue, not drowning it in fake five-star reviews.
What's included
Our process
Audit
Current online reputation across review sites, social and search.
Monitoring setup
Ongoing tracking of new reviews and mentions.
Response strategy
Guidelines for how your team (or we) respond to reviews consistently.
Ongoing management
Regular response to new reviews and mentions.
Reporting
Regular summary of reputation trends and any issues addressed.
Who this is for
Businesses with a visible online presence across review platforms — restaurants, healthcare providers, local services, e-commerce — where reviews genuinely influence buying decisions. Also useful for any business that's had a specific reputation incident and needs a structured response.
Engagement & pricing
Priced as a monthly retainer for ongoing monitoring and response, scaled to your review volume and number of platforms. Crisis response support, if needed, is scoped separately based on severity.
One more thing worth knowing
How a business responds to a negative review often matters more to future customers than the review itself — a thoughtful, professional response can turn a visible complaint into a demonstration of good service.
Frequently asked questions
Only if they genuinely violate a platform's policies — fake reviews, spam, or reviews from someone who was never actually a customer. We can't and won't try to remove legitimate negative feedback.
No — this violates platform policies and doesn't address whatever caused the negative review in the first place. We focus on genuine response and improvement instead.
Through legitimate means — timing review requests well, making it easy for satisfied customers to leave feedback, and following up appropriately. Not incentivised or fake reviews.
Google Reviews, major industry-specific review sites, and social media mentions relevant to your business — scoped to where your customers actually engage.
We help structure a clear, honest public response and monitor how the situation develops, rather than either ignoring it or overreacting.
Talk to us about online reputation management (orm).
Free scoping call — we'll tell you what's actually needed, no obligation.