Reputation management and review programs.
We run review programs for local service businesses, clinics, law firms and multi-location brands.
The core of the work is simple: ask every real customer for a review at the right moment, answer every review well, and keep the whole program inside Google's policies and the FTC rule on fake reviews. We tie review requests to completed jobs or visits in your CRM or field software, so requests go out automatically and only to people who actually bought. We choose and set up the tool that fits, whether that is Birdeye, Podium, NiceJob, GoHighLevel or your existing CRM, write response playbooks, flag reviews that break platform policy, and report review velocity by location. We do not buy reviews and we do not remove legitimate negative ones.
Questions this page answers
- How do I hire a reputation management agency for my business?
- Birdeye vs Podium: which review management software is better?
- What are good Podium alternatives for a small business?
- How do I get more Google reviews automatically after a job?
- Can a negative Google review be removed?
- Is it legal to offer customers a discount for a review?
Step 1 of 2
How can we help you get found?
Next: name, email and budget. That’s it.
Where Reputation management pays off, and where it stalls.
Reviews drive two things: whether you show in the map pack and whether the person looking at the listing calls you or the next company. Both depend on a steady flow of recent, detailed reviews, not a burst from last spring. Most businesses get reviews only when a happy customer volunteers one, while unhappy customers review on their own. The result is a rating that lags the real work, and a review count that stalls whenever the office gets busy and stops asking.
The common failures are process failures. Requests go out by hand, so they stop during busy season. Software gets bought but never connected to the job system, so nobody knows who finished a job today. Some tools were sold with review gating, sending only happy customers to Google, which Google's policy prohibits. Discounts are offered for reviews, which Google also bans. And negative reviews sit unanswered for weeks, or get angry replies that read worse than the original complaint to every future customer.
We connect the request to the event that proves a real customer: a job marked complete in ServiceTitan, Jobber or JobNimbus, an appointment checked out, a matter closed. Every customer gets the same ask by text and email, with a direct link to your Google review form, and no filtering by sentiment. Private feedback can be offered alongside the public link, never instead of it. We write reply templates by scenario, answer or route every review within a set window, flag the ones that break policy, and report velocity and rating by location each month.
Feeds it
- Completed jobs
- Appointment check-outs
- CRM contacts
- Customer phone numbers
It feeds
- Google reviews
- Review response log
- Location reputation report
- Private feedback alerts
Every connection is built on your accounts and documented, so the data survives any change of vendor.
Review generation and reputation management, scoped to the result.
Automated review requests
Requests triggered by completed jobs or visits in your CRM or field software, sent by text and email with a direct Google review link, with timing and one reminder tuned to your business.
Review software selection and setup
We compare Birdeye, Podium, NiceJob, GoHighLevel and your CRM's own tools against your job system, locations and budget, then configure the one that fits and connect it properly.
Response playbooks and monitoring
Reply templates for praise, service complaints, billing disputes, wrong-business reviews and privacy-sensitive situations, plus alerts so every review is answered or escalated within a set window.
Policy violation flagging
Reviews that break platform rules, such as spam, conflicts of interest, off-topic rants or reviews of the wrong business, are reported through the proper channels and tracked through to a decision.
Multi-location reputation reporting
Rating, review count, velocity and response time by location in one monthly view, so owners see which offices ask consistently and which have gone quiet.
Staff training on the ask
Short scripts and a simple routine for technicians, front desk and account managers, so the in-person ask and the automated request reinforce each other at the end of every job.
Where Reputation management setups break.
The problems we are most often hired to fix, in the order they tend to cost money.
Review gating
Tools that ask customers to rate first and send only four and five star answers to Google break Google's policy against selectively soliciting positive reviews. It can get reviews removed and puts the profile at risk.
Incentives for reviews
Discounts, gift cards, raffle entries or staff bonuses tied to posting a review are prohibited by Google, and under the FTC rule on fake reviews, incentives conditioned on a positive review are unlawful.
Requests not tied to real jobs
When requests are sent from a spreadsheet or a manual list, they stop during busy weeks and sometimes reach people who never became customers. Tying them to completed jobs fixes both problems.
Arguing in public replies
Defensive replies that dispute details, reveal customer information or blame the reviewer are read by every future prospect. Health and legal businesses also risk confidentiality problems by confirming someone was a client.
Reputation management, wired into the rest of the business.
Google Business Profile
Direct review links, reply management and location data through our organization account.
Birdeye
Multi-location review requests, monitoring and replies across Google, Facebook and industry sites.
Podium
Text-first review invites and a shared inbox for offices that live on text messaging.
NiceJob
Simple automated review campaigns for home service companies with field software integrations.
GoHighLevel
Reputation management inside the same CRM that handles leads, pipelines and text follow-up.
ServiceTitan
Completed jobs trigger review requests with technician and location attached.
Jobber and Housecall Pro
Job completion events fire the request so only real customers are asked.
Twilio
Registered A2P 10DLC texting when requests run from a custom or CRM-based setup.
From audit to running it.
Audit.
We pull rating, review count and velocity by location, read recent reviews and replies, check for gating or incentive language in current requests, and map where completed jobs live in your systems.
Build the program.
We pick or keep the review tool, write request messages and reply playbooks, set timing and reminders, and remove any gating, incentives or wording that breaks Google policy or the FTC rule.
Connect.
Completed jobs or visits in your CRM or field software trigger requests automatically, review alerts route to the right person, and texting runs on registered numbers with proper opt-out handling.
Run or hand over.
We answer or route every review, flag policy violations, and send a monthly location report, or train your team to run the playbook and hand over the configured system.
A good fit
- Local service businesses that finish jobs every day but only collect reviews when a customer happens to volunteer one.
- Multi-location companies whose ratings and review counts vary widely by office and need one consistent process.
- Clinics and law firms that want a compliant review program with careful reply rules for privacy-sensitive situations.
- Companies paying for review software that was never connected to their job system and sends requests by hand.
Probably not a fit
- Anyone who wants negative but legitimate reviews removed, fake reviews posted or reviews bought; we do none of these.
- Businesses facing defamation or a coordinated attack that needs legal action should start with an attorney, and we can support the platform reporting side.
Pricing, plainly.
Review platforms such as Birdeye, Podium and NiceJob are sold as subscriptions, usually priced per location with tiers for features like texting, inbox and surveys, and many require an annual contract, so we read the terms before you sign. GoHighLevel includes reputation tools in its plans, and Google Business Profile is free. Our work is scoped after a short call. Setup is a fixed-scope project covering the audit, tool setup, CRM connection and playbooks. Ongoing management, including replies, flagging and reporting, is a monthly fee by location count, month to month after an initial term, or ends in a hand-over.
Reputation management by business type.
- HVAC and plumbing companiesMarketing agency and website builder for HVAC, plumbing and commercial refrigeration companies: city pages, LSA, call tracking and ServiceTitan wiring.
- Roofing companiesMarketing agency and website builder for roofing companies: speed-to-lead dialer, instant roof estimates, Google Ads, LSA and sync into JobNimbus or AccuLynx.
- Dental practicesA dental marketing agency for practices that want more new patients, fuller hygiene schedules and more implant and aligner cases, with HIPAA-aware tracking.
- Med spas and aesthetic clinicsMed spa marketing agency for aesthetic clinics, dermatology and plastic surgery practices: websites that book, compliant paid media, reviews and patient CRM.
- Personal injury firmsA personal injury marketing agency that measures signed cases, not leads: owned PI lead generation, intake qualification and Filevine or CASEpeer data.
- Franchise brandsFranchise marketing agency for franchisors and franchisees: development lead generation, local marketing at scale, multi-location websites and CRM systems.
Reading on Reputation management.
- Lead Generation · Takeaway
Birdeye is the broader reputation suite for multi-location brands, while Podium is a messaging-first platform built around texting, webchat and payments.
Lead Generation · 10 min read
Birdeye vs Podium: Reviews, Messaging, Pricing and Alternatives.
Birdeye and Podium both promise more reviews and faster replies to customers. They are built for slightly different businesses. Here is how they differ, what drives the bill, the cheaper alternatives, and the review rules that apply to all of them.
Read - Local SEO · Takeaway
Reviews are both a top map-pack ranking factor and the deciding factor for the human choosing you over the next listing.
Local SEO · 14 min read
How to Get More Google Reviews (the Right Way).
Reviews are the single highest-leverage asset a local business owns. Here is the honest, repeatable system for earning more of them without breaking a single Google rule.
Read - Local SEO · Takeaway
Local SEO is won on three fronts: a fully optimized Google Business Profile, a fast website with real service and city pages, and a steady drip of reviews and local links.
Local SEO · 16 min read
The Local SEO Checklist for Service Businesses.
Everything it takes to show up when someone nearby searches for what you do, your Google Business Profile, your website, getting indexed, reviews, citations, and the numbers that tell you it's working.
Read
Hiring help with Reputation management.
- Can you remove negative reviews?
- We do not remove legitimate negative reviews, and nobody honest can promise to. What we can do is report reviews that break the platform's rules, such as spam, reviews of the wrong business, conflicts of interest or offensive content, and follow the report through to a decision. For real complaints, a calm, specific reply and more recent reviews from real customers matter more than removal.
- Birdeye vs Podium: which should we choose?
- Both handle review requests, monitoring and a messaging inbox. Podium is built around text conversations and fits offices where staff already live in text. Birdeye is broader on multi-location listings, surveys and reporting. Price, contract length and whether it connects to your job system matter more than feature lists, so we compare them against your CRM, locations and budget, along with lighter alternatives.
- What are good Podium alternatives?
- It depends on what you use Podium for. For review requests alone, NiceJob or your field software's built-in review tools are often enough. If you want reviews, texting and a CRM together, GoHighLevel covers all three. Birdeye suits multi-location brands. Sometimes the right answer is your existing CRM plus a registered texting number and a direct Google review link.
- Is it legal to offer a discount for a review?
- Google prohibits offering or accepting money, discounts, gifts or other incentives in exchange for reviews, whether the review is positive or not. The FTC rule on fake reviews, in effect since October 2024, also bans incentives conditioned on the review being positive, along with buying fake reviews and suppressing negative ones through threats. We build programs that ask every customer without incentives.
- What is review gating and why is it a problem?
- Review gating means asking customers how their experience was first, then sending only happy ones to Google and routing unhappy ones to a private form. Google's policy prohibits discouraging negative reviews or selectively soliciting positive ones. We send every customer the same public review link. A private feedback option can sit alongside it, never in place of it.
- How do you handle reviews for clinics and law firms?
- Carefully. Replies never confirm that a reviewer was a patient or client, never reference details of their care or case, and move the conversation offline. We write reply templates for these situations with your compliance contact, and route sensitive reviews to a named person rather than answering them from a template automatically.
Let’s get Reputation management working for you.
A short note on where the business is and where it needs to go. A senior partner replies within one business day.