Reputation Management
Review and Mention Monitoring
Daily alerts across every platform, not just Google
- Timeline
- Full monitoring live within 3 weeks, faster if profiles are already claimed
Call (714) 823-3164 or ask a question. Clear recommendations, even if we never work together.
Review monitoring means watching every platform where a business can be reviewed or talked about, then alerting the right person as soon as something new shows up. It covers Google, Yelp, Facebook, BBB, and industry specific sites. It also covers mentions in forums, local groups, and news, so you reply in days rather than months.
The problem
Most businesses find out about a bad review when a customer mentions it on the phone, weeks after it posted. Platform notifications are unreliable, get filtered to spam, or go to an email address nobody checks anymore. Industry sites rarely notify at all. Meanwhile a complaint on a neighborhood Facebook group or Nextdoor thread can do more damage in a day than a Google review does in a month, and nobody in the company is watching those at all.
What it is
We list every place your business can be reviewed, connect each one to an alert, and give each alert a person. That covers the obvious platforms and the industry specific ones: Healthgrades, Zocdoc, and Vitals for medical and dental, Avvo and Martindale for legal, RepairPal and CarGurus for auto, Caring.com and A Place for Mom for senior care, and Zillow for real estate. We also track mentions of your business name across the web with alert tools. That way a forum thread or a local news mention does not slip by. Every alert goes out with a response owner and a deadline attached. We log all of it, so patterns show up over time.
Signs you need this
- You learned about a bad review from a customer, not an alert
- Reviews on sites other than Google go completely unanswered
- Nobody knows which industry directories list your business
- A complaint about you circulated in a local Facebook group and you missed it
- Your review notifications go to an employee who left last year
What is included
- Inventory of every platform where your business can be reviewed
- Alert configuration on each platform routed to a monitored inbox
- Industry specific site coverage matched to your trade
- Brand mention tracking beyond review sites, including forums and local groups
- Daily digest of new reviews and mentions with links
- Immediate escalation alerts for one and two star reviews
- Assigned response owner and deadline on every alert
- Monthly log of volume, source, and response time
- Competitor review monitoring so you see their volume and complaints
Our process
Inventory the sources
Week 1We search for every place your business already has a profile or has been mentioned, including sites nobody in your company knew existed. Trade specific directories usually turn up two or three surprises with reviews on them.
Claim and connect
Week 1 to 3Unclaimed profiles get claimed so you can respond and receive alerts. Notifications get pointed at a monitored inbox rather than a personal email that will change when someone leaves.
Set up mention tracking
Week 2 to 3Beyond review platforms, we monitor your business name across the open web. Neighborhood groups and Nextdoor threads need manual checking since they are not fully indexed, so those get a scheduled review.
Route and assign
Week 3Every alert type gets an owner and a clock. One and two star reviews escalate immediately. Everything else lands in a daily digest with a response deadline attached.
Log and review
Ongoing, monthlyMonthly we report volume by source, average response time, and anything that slipped past the deadline. Response time tends to drift once the initial urgency wears off, and the log is what catches it.
Realistic timeline: Full monitoring live within 3 weeks, faster if profiles are already claimed. Alerts begin same day on connected platforms. Claiming unclaimed profiles can add 1 to 4 weeks for verification on some sites.
Why Alerts Quietly Stop Working
Nearly every business we audit has at least one broken alert, and usually more than one. Nothing announces the failure. The alerts just stop and everyone assumes the quiet means no new reviews.
The same handful of causes come up again and again. Notifications point at a manager who left two years ago. Google alerts got switched off during a profile edit, or they land in a personal inbox nobody shares. The Yelp app lived on one phone that got replaced. A Facebook page cleanup removed the old admin and the new one never turned review alerts on. Industry directories often never sent alerts in the first place.
This is why the setup uses an inbox that belongs to the business, not a person, and why it includes a manual check on a schedule. An alert you cannot test is not a system, it is a hope. The quarterly test below is the part that keeps it real.
Where Each Alert Goes and How Fast
Review monitoring only helps if the alert reaches someone who can act. This is the routing sheet we build during setup, adjusted for your staff.
| What comes in | Who gets it | How fast | First action |
|---|---|---|---|
| One or two star review | Owner and account lead | Same day, by phone if needed | Pull the job file before replying |
| Three star or mixed | Account lead | Next business day | Reply within 48 hours |
| Four or five star | Account lead | Daily digest | Short thank you that week |
| Review naming an employee | Owner only, first | Same day | Owner reads it before anyone replies |
| Injury, damage, or legal claim | Owner, then legal | Within the hour | Hold, no public reply yet |
| Mention outside review sites | Account lead | Daily digest | Decide whether to reply or watch |
Every row has a name and a clock. Alerts routed to a group inbox with no owner get read by everyone and answered by nobody.
The First Week of a One Star Review
Speed matters less than order. Calling the customer before you have the job file is how a bad review turns into a worse one.
The public reply comes after the phone call, not before. Half the time the call changes what the reply should say.
The Quarterly Alert Test
Four times a year, someone confirms the review monitoring still works. It takes under an hour and it is the only reason a broken alert gets caught in weeks instead of months.
Confirm each platform's alert email still arrives
Check the last one received on every source
Look in the spam and promotions folders
Filters change with no warning to anyone
Check who owns the alert inbox
It should not be a person who could leave
Recount your profiles
New directories list you without asking
Log in to every platform once
Password resets break access silently
Verify the phone number on each profile
Alerts follow the profile, calls follow the number
Search your business name in a private window
That is the customer view, not your logged in one
Read the last 90 days of response times
Drift shows up here before it shows up anywhere else