Online Reviews & Reputation Management Guide
Why Reviews Matter
93% of consumers read online reviews before purchasing. 91% trust reviews as much as personal recommendations. Just one extra star on Google can increase revenue by 9%. Your reputation is your most valuable asset—manage it actively.
The Review Generation System
Step 1: Ask at the right time (after positive interaction, via personalized SMS/email). Step 2: Make it easy (direct Google review link: g.page/yourname/review, QR codes on receipts/tables, staff training to request reviews). Step 3: Incentivize ethically (discount on next visit for honest review, loyalty points, thank you note). Target: 5-10 new reviews monthly for local businesses.
Platform Strategy
Google: Most important for SEO and local search. Zomato: Critical for restaurants in India. TripAdvisor: Essential for hotels and tourist attractions. Facebook: Great for community engagement. Industry-specific: Practo for healthcare, MakeMyTrip for hotels. Maintain profiles on all relevant platforms—customers search everywhere.
Responding to Reviews
Positive (5-star): Respond within 24 hours. Thank personally, mention specific details, invite them back. Example: 'Thank you so much, Priya! Thrilled you loved our butter chicken. Can't wait to serve you again at Spice Kitchen!' Negative (1-2 star): Respond within 2 hours. Apologize sincerely, take responsibility, offer solution offline. Example: 'We're truly sorry about your experience, Rahul. This isn't our standard. Please call us at XXX so we can make it right. - Manager, ABC Hotel.' Never argue publicly!
Damage Control for Bad Reviews
Don't panic—one bad review among many good ones won't hurt. Respond professionally and promptly. Take conversation offline quickly. Fix the actual problem mentioned. Follow up with the customer. Use feedback to improve. Encourage more positive reviews to bury the negative. If review is fake/violates policies, report to platform with evidence.
Review Management Tools
ReviewTrackers (₹8,000/month): Monitor all platforms, sentiment analysis, automated alerts. BirdEye (₹12,000/month): Review generation, management, social listening. Podium (₹10,000/month): SMS review requests, webchat, payments. DIY Free Option: Google Alerts for brand mentions, manual checking weekly, spreadsheet tracking. For most local businesses, start free and scale as you grow.
Ready to Transform Your Business?
Get a free consultation and discover how LPG can help you implement these strategies for real growth.
Get Free Consultation