Reputation management is making sure that when someone looks you up, on Google, on Yelp or by asking ChatGPT, what they find makes them book. I run it for practices and local businesses in Los Angeles with the same team that runs their social media and ads, so the reviews, the profile and the content all tell the same story. We ask happy customers for a review at the right moment, answer every review in your voice, keep your Google Business Profile accurate and active, and watch what AI assistants say about you. Mr James, a tailor in Playa del Rey, was named in 10 of 28 AI answers we tracked once his search presence was fixed.
Why your reputation decides who gets the call
Most people check you before they contact you. They see your star rating next to two competitors, read the newest reviews and look at how you replied to the bad ones. If that page looks quiet or defensive, they call someone else, and your ads and content paid to send them there.
That is why I treat reputation as part of the same system as social media and paid ads, not a separate project. The best ad in the world still lands on your reviews.
How we get more reviews
Most happy customers never leave a review because nobody asked them at the right moment. We set up a short text or email that goes out after the appointment or the purchase, with a one tap link to your Google review page, using GoHighLevel. It goes to every customer, it is timed for when they are happiest, and it takes them ten seconds.
We never buy reviews, write them, or offer anything in exchange for them. Google removes reviews it believes were incentivised and can penalise the profile, and it is the fastest way to lose the trust you are trying to build.
Answering every review
Every review gets a reply, the good ones and the bad ones. A thank you on a five star review shows the next reader there is a person behind the business. A calm, specific reply to a bad review usually does more for you than the review does against you, because readers judge how you handle a problem.
For medical practices the rules are stricter. A reply must never confirm that someone is a patient or mention anything about their care, even if they wrote about it themselves, so we write every practice reply to be warm without saying anything private and move the conversation offline.
Your Google Business Profile
For a local business the Google Business Profile is often the first page anyone sees, ahead of your website. We make sure the categories, hours, services, photos and booking link are right, post to it regularly so it looks alive, and answer the questions people ask on it. It is also one of the places AI assistants read when they decide who to recommend.
What AI assistants say about you
More people now ask ChatGPT or Gemini for a recommendation instead of searching. Those answers are built from your reviews, your profile, your website and what other sites say about you. We track the questions your customers ask and whether you are named in the answer, which is the same work that got Mr James named in 10 of 28 AI answers. The full approach is on the SEO and AEO page.
What it costs
Reputation management is quoted after a short call, because it depends on how many locations you have and how many reviews come in. It works on its own, and it works best alongside social media and paid ads, because more traffic and better content give you more happy customers to ask.
Questions people ask
What is reputation management?
It is managing what people find when they look you up: getting more reviews from happy customers, replying to every review, keeping your Google Business Profile accurate, and watching what AI assistants say about you.
Can you remove bad reviews?
Only reviews that break Google's rules, such as fake reviews, spam or reviews from someone who was never a customer, can be reported for removal, and we do that. Everything else is best answered calmly and outweighed by more reviews from happy customers.
Do you write or buy reviews?
No. We never write, buy or reward reviews. We make it easy for real customers to leave one, at the moment they are most likely to.
How do medical practices reply to reviews safely?
Never confirm that the reviewer is a patient or mention anything about their care, even if they shared it publicly. Thank them, keep it general and invite them to contact the practice directly.
How long before it makes a difference?
Review requests start working as soon as they go out to customers. A profile that was quiet usually looks noticeably more active within the first month or two, and the effect on calls builds from there.
Let's talk
Email me at info@robbp.com with your business name and where you want to be found. I will look at your reviews and your Google profile and tell you honestly what I would fix first.