Our Process
A predictable six-stage engagement, from the first audit call to the monthly report you actually read.
Six stages, roughly ninety days to steady state
Nothing here is proprietary magic. It is a disciplined sequence, run the same way for every client so that nothing quietly gets skipped.
Discovery call — 30 minutes, no charge
James walks through your current situation, what triggered the search for help, and what a good outcome looks like in your words. If we are not the right fit, we say so on this call and point you elsewhere.
Reputation audit — three business days
We assemble a written audit: every review profile and its rating history, listing accuracy across the major aggregators, branded search results on Bing and Google, competitor benchmarks, and a themed breakdown of your last 100 reviews.
Strategy session — one hour
We present findings, agree priorities and scope the retainer. You get the audit document whether or not you hire us. There is no obligation attached to it.
Foundation sprint — weeks 1 to 4
Listing corrections, platform claims and verifications, monitoring configuration, tone-of-voice guide, response templates approved by you, and the review invitation flow connected to your existing systems.
Ongoing operation — from week 5
Daily monitoring, next-business-day responses, weekly internal QA and continuous listing maintenance. Priority items reach you by phone the same day.
Monthly review — first week of each month
A one-page report plus a 20-minute call: rating movement, volume, response rate and time, listing health, branded search snapshot, and the three operational themes worth your attention.
The five numbers we report on
Published openly so you can compare us against any other provider on identical terms.
| Metric | Definition | How we measure it | Reported |
|---|---|---|---|
| Weighted average rating | Rating across all monitored platforms, weighted by review volume | Platform APIs and verified manual collection | Monthly |
| Review velocity | New reviews received per 30 days versus prior period | Platform APIs | Monthly |
| Response rate | Share of reviews receiving a published public reply | Direct platform audit | Monthly |
| Median response time | Hours between review publication and published reply | Internal timestamp log | Monthly |
| Listing accuracy | Percentage of monitored directories with correct name, address, phone and hours | Quarterly manual audit of 46 directories | Quarterly |
We do not report on unverifiable metrics such as “brand sentiment score” or “reputation index”. If we cannot show you how a number is produced, we do not put it in a report.
What you can hold us to
1 business day
Maximum turnaround for a drafted review response, weekdays.
Same-day call
For any review flagged as priority or reputation-critical.
Monthly report
Delivered within the first five business days, every month.
30-day exit
Cancel with thirty days' written notice. Assets and logins stay yours.
Not sure where your reputation stands today?
Request a complimentary 20-page Reputation Audit. We review your review profiles, local listings, branded search results and competitor benchmarks — and send a plain-English action plan within three business days.