Online reputation management, done honestly
Gjethe manages online reputation ethically: monitoring reviews and mentions, writing professional responses, setting up policy-compliant ways to collect more genuine reviews, reporting reviews that violate platform rules, and strengthening what appears when people search your name. We don't post fake reviews, pay for removals or suppress legitimate criticism.
- Free first consultation
- Written quote for your project
- Flexible payment milestones
At a glance
- Platforms
- Google, Trustpilot, TripAdvisor, Booking, app stores
- Includes
- Monitoring, responses, review generation
- Search
- Branded search results
- Approach
- Ethical, policy-compliant
Definition
What is reputation management?
Online reputation management is the practice of monitoring and influencing how a business or person is perceived online (mainly through reviews, search results, social media and press) using honest responses, better customer experience and positive, accurate content.
Before contacting a business, many people check its reviews and search results. A low rating, an unanswered complaint or an old negative article can cost you customers you never knew you had. The fix isn't hiding criticism; it's earning more genuine reviews, answering every review well, removing only what genuinely breaks the rules and making sure accurate, positive information is easy to find.
Who is it for?
Hospitality
Restaurants, hotels and venues where reviews directly influence bookings.
Clinics and practices
Healthcare providers responding carefully within confidentiality rules.
Online stores
Shops building trust through product and seller reviews.
Founders and professionals
People whose name search results matter for business.
What's included, and what you keep
What's included
- Reputation audit across review sites and search
- Review and mention monitoring
- Response guidelines and templates
- Professional responses to reviews
- Policy-compliant review request process
- Reporting reviews that violate platform policies
- Branded search results analysis
- Profiles on relevant platforms claimed and completed
- Positive, accurate content for branded searches
- Customer feedback loop to fix recurring issues
- Crisis response plan
- Monthly reputation report
What you receive
Handed over at the end. Yours to keep.
- Reputation audit
- Response playbook
- Live review request process
- Monthly report on ratings, volume and sentiment
- Branded search improvement plan
What we won't do
Some reputation services post fake positive reviews, offer incentives for reviews, ask only happy customers to review (a practice called review gating), pay to have legitimate reviews removed, or create fake websites to push down criticism. These practices break platform rules and, in the EU, UK and US, consumer protection law, fake reviews are explicitly prohibited.
They also tend to backfire: platforms detect and remove fake reviews, label profiles, or suspend them. We focus on methods that last: better experiences, more genuine reviews, thoughtful responses and accurate information.
How to respond to different reviews
| Review | Good response |
|---|---|
| Positive | Thank them specifically and mention something they valued |
| Mixed | Acknowledge the good and the problem; explain what you're doing |
| Negative but fair | Apologise, take responsibility, offer to resolve it privately |
| Negative and inaccurate | Calmly correct facts without arguing; offer to talk |
| Fake or abusive | Report it to the platform; respond briefly if it stays visible |
Can negative reviews be removed?
Only if they break the platform's rules, for example spam, conflicts of interest, hate speech, personal information or content unrelated to a real experience. Each platform has its own policies and reporting process, and the platform decides.
We report reviews that clearly violate policies, with evidence. For legitimate negative reviews, the best options are a professional response, fixing the problem and outweighing them with more genuine reviews from satisfied customers. Defamatory content may have legal routes, which a lawyer should advise on.
Strengthening your branded search results
What people see when they search your name.
- Website optimised for your brand name
- Google Business Profile complete and active
- Active, consistent social profiles
- Profiles on relevant industry platforms
- Press coverage and interviews
- Helpful content that answers common questions about you
Fixing the cause, not just the rating
Reviews are honest feedback at scale. When several mention slow replies, confusing pricing or a recurring product fault, responses alone won't change the rating for long. Each month we group review themes and send them to the people who can act on them.
Businesses that fix what customers complain about, and say so in their replies, usually see ratings improve steadily, because new reviews describe the better experience.
How reputation management works, step by step
Every step has a clear output you can review. Timing is agreed in your quote.
- 1
Audit
Ratings, reviews, mentions and branded search results reviewed.
- 2
Playbook
Tone, response templates and escalation rules agreed.
- 3
Respond
Backlog of reviews answered; new reviews answered promptly.
- 4
Generate
A simple, compliant process to ask every customer for a review.
- 5
Improve search
Profiles and content that represent you accurately.
- 6
Report
Monthly ratings, volume, sentiment and recurring issues.
Tools, and what shapes your quote
Pricing is based on your project and agreed in your quote. These are the things that move it.
| Factor | Why it matters |
|---|---|
| Review volume | More reviews to answer need more time. |
| Number of platforms and locations | Each platform and branch adds monitoring and responses. |
| Backlog | Responding to many old reviews takes time at the start. |
| Search result work | Creating content and profiles to improve branded results adds work. |
| Languages | Responding in several languages needs suitable writers. |
| Area | Tools |
|---|---|
| Review platforms | Google Business Profile, Trustpilot, TripAdvisor, Booking.com, app stores |
| Monitoring | review monitoring tools, Google Alerts, social listening |
| Review requests | email and SMS platforms, QR codes |
| Search | Google Search Console, SEO tools |
Common mistakes to avoid
What we see go wrong most often, and how a good project avoids it.
Arguing with reviewers
Defensive replies look worse to future customers than the original review.
Fake or incentivised reviews
They're prohibited by platforms and consumer law, and are increasingly detected.
Asking only happy customers
Review gating breaks platform rules. Ask everyone.
Ignoring patterns
Repeated complaints point to real problems that responses alone won't fix.
Sharing private details in replies
Never confirm personal or health details in public responses.
Frequently asked questions
Can you remove bad reviews?
We can report reviews that violate platform policies, and the platform decides. We don't pay for removal of legitimate reviews or suppress honest criticism.
Can you write reviews for us?
No. Fake reviews break platform rules and consumer protection law. We help you collect genuine reviews from real customers.
How do we get more reviews?
Ask every customer at the right moment with a direct link, by email, SMS or QR code. It's simple, compliant and effective.
Can you respond to reviews on our behalf?
Yes, following a playbook we agree with you, with sensitive cases escalated to you first.
How should healthcare providers respond?
Without confirming that the reviewer is a patient or mentioning any treatment details. We write responses that respect confidentiality obligations.
Can you push down a negative article in Google?
We can strengthen accurate, positive results for your name so they rank more prominently, but we can't guarantee any result disappears. Legal options for defamatory content should be discussed with a lawyer.
Which review platforms matter most?
Google for most local businesses; TripAdvisor and Booking.com for hospitality; Trustpilot for many online businesses; app stores for apps. We focus on the platforms your customers use.
Do you monitor social media mentions?
Yes, with listening tools that alert us to mentions of your brand, so issues can be handled early.
What if we're facing a sudden wave of negative reviews?
We follow a crisis plan: assess whether they're genuine or coordinated, respond with an agreed statement, report policy violations and keep you informed.
Do you work in several languages?
Yes, responses in Albanian, English and German, and other languages by arrangement.
Do you use AI to write review responses?
AI can help draft replies faster, but every response is reviewed and adjusted by a person so it's specific to the review and in your voice. Generic, copied replies look careless.
How quickly should we respond to reviews?
As promptly as practical, and negative reviews first, because future customers notice how quickly and how calmly you reply. We agree a response target with you based on your review volume.
Related services
Local SEO
Google Business Profile and map-pack visibility.
Community Management
Discord, groups and forums kept healthy.
SMS & WhatsApp Marketing
Consent-based texts, reminders and WhatsApp messages that customers welcome.
PR & Press Releases
Press releases and journalist outreach.
SEO Services
Technical, on-page and off-page SEO for Google and AI search.
Reputation Management by industry
Protect your reputation.
Tell us what you need. You get an honest assessment, a clear plan and a written quote. The first consultation is always free.
- What happens next
- 1You tell us what you need
- 2We aim to reply within 24 hours with questions
- 3You get a written quote for your project