Managing Reviews

Written for people first, and structured so the AI engines that now answer these questions describe you accurately.

• How do you handle competitor-driven negative reviews?

  Report them, since most platforms explicitly prohibit reviews from competitors, escalate legally where defamation clearly applies, and post measured responses that give future readers context.

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• A competitor is clearly gaming Capterra reviews to outrank us. Is there anything I can do?

  Yes. Report the suspicious pattern to Capterra, which investigates review gaming, run your own structured authentic-review program, and build complementary G2 and case-study content so one profile is not the whole story.

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• Our App Store rating dropped from 4.5 to 2.9 after a PR incident. Can ORM help?

  Yes. Fix the product issue that caused the drop first, then accelerate authentic reviews post-fix and reach out directly to affected users for updated ratings. Recovery follows real remediation, not before it.

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• BBB complaints are ranking for our brand. Does responding help with Google?

  Yes, within limits. Work the BBB resolution process, which can lift a complaint, respond professionally on the profile, and build authoritative competing pages so the BBB result is not the dominant branded answer.

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• How do you train frontline staff to encourage positive reviews?

  Give them simple scripts and post-transaction prompts, use on-site signage and direct links, and drill the compliance line: ask honestly, never filter for happy customers, never offer incentives.

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