Reputation Management

Reputation management help guide

Reputation management helps you request reviews, monitor feedback and respond to clients from one place. It is a simple way to build trust, improve your online presence and show new clients why they should choose your business.

What is reputation management?

Reputation management helps you:

Request reviews from happy clients.
Monitor your online reviews, including Google and Facebook.
Respond quickly to positive or negative feedback.
Build trust by showing off your best reviews.

It is a simple way to improve your online presence and build credibility with potential clients.

Step 1: Find reputation management

From your dashboard:

Go to the Reputation section in the main menu.
You will see your current review stats and options to manage reviews.

Step 2: Request reviews

To ask clients for reviews:

Click Request Review.
Choose whether to send the request by Email or SMS.
Select the contact or contacts you want to ask.
Use the pre-written message or customise it.
Click Send.

Tip: Send review requests to happy clients who have had a good experience. This can help reduce the chance of negative reviews.

Step 3: Monitor your reviews

You can connect your Google and Facebook pages so your reviews can be viewed in one place.

Once connected, you can:

See new reviews as they come in.
View star ratings, comments and the review source.
Sort reviews by rating or date to stay on top of feedback.

Step 4: Respond to reviews

Click on a review to write a public response, depending on the review source.

A polite and professional reply can build trust and show that you care about customer service.

For positive reviews

Thank the client for their kind words and let them know you appreciate their support.

For negative reviews

Stay calm, apologise if needed and offer to resolve the issue privately.

Tip: Never reply when frustrated. A calm, professional response is often more important than the review itself.

Step 5: Check reporting and insights

Reputation reporting helps you understand how your reviews are performing over time.

You can use it to:

Track how many reviews you have received.
See your average rating over time.
Spot trends or changes in customer feedback.

This can help you see what is working well and where your client experience could be improved.

Quick tips

Ask for reviews soon after a positive appointment or experience.
Keep review request messages short and friendly.
Reply to reviews regularly so clients can see you are active.
Use feedback to improve your service over time.

That's it! You can now request, monitor and respond to reviews from your dashboard.