Online reputation management that starts with listening, not removal promises

Monitoring and replies versus suppression

Reputation work splits into two different jobs. Suppression tries to push negative results down in search by publishing other content. Review response deals with what people are saying right now.

This service is the second job. A single damaging article ranking for your name is a suppression or legal question and should be priced separately. A steady stream of reviews nobody answers is what we handle.

• Not part of it: filling search results with fake content.
• Not part of it: buying or writing fake positive reviews.
• Not part of it: trying to silence the person who complained.

What the service covers and what it does not

Replying to Google Business Profile reviews and managing map visibility belong to our local SEO service. Taking both applies a bundle discount.

Which sources are monitored

The source list has 17 entries, including two Turkish complaint platforms, Şikayetvar and Ekşi Sözlük, where many local complaints land first.

Most of these are read through public, search-indexed content. Private accounts, direct messages and posts that are not indexed are not visible.

Catching the right mentions: keywords and filters

If your brand name is also a common word, a scan fills up with noise. Monitoring is set up with filters, not just a keyword list.

1. 1Main brand keyword: searched in every source, so it must be distinctive.
2. 2Extra keywords: product names, sub-brands, abbreviations or an executive's name, each searched separately.
3. 3Must include: mentions without these terms are not stored.
4. 4Exclude: mentions with these terms are dropped, which removes name clashes and unwanted content.
5. 5Source selection: sources that do not matter to you are switched off.

From monitoring to reply

Review cadence follows your tier: weekly at Starter, every two days at Growth, daily at Scale. Each mention keeps a status (new, reviewed, answered, ignored), so the same complaint is not answered twice.

When a negative signal becomes an event

Not every negative mention is a crisis. A post from an account with forty followers and a comment under a heavily watched video do not weigh the same, so the list is sorted by impact score.

A coordinated attack, such as a wave of one-star reviews from new accounts, shows up the same way: a volume spike with a negative share far above normal. Document it, report the reviews through each platform and reply once, calmly.

Can negative reviews be removed?

Not because you or we ask. Google states it plainly: only reviews that violate its policies can be removed, and it does not take sides in disputes between businesses and customers.

• Content that breaks the rules, such as harassment, personal information, spam or fake accounts, is reported through the platform.
• The platform decides; a quote that promises removal promises something it cannot deliver.
• If negative reviews are being used for extortion, Google offers a separate reporting path.

How replies are drafted and checked

Every mention that needs an answer gets a draft in a tone you choose: formal, friendly, solution-focused or apologetic. If AI drafting is unavailable, a template is returned and labeled as a template.

• Thank the person or acknowledge the problem; do not open defensively.
• Say in one sentence what was or will be done.
• Move the conversation to phone, email or direct message.
• Do not paste the same reply under every review; readers notice.

Before anything is posted, the draft is scanned against your sector's prohibited claims and your own do-not-say list. If 'guarantee' is on your list, any draft using it is flagged. We wrote about keeping AI text in your voice in crafting brand voice with concrete rules.

Trends, crises and competitors on one screen

Your reputation is affected by topics in your category, not only by your name. Trend signals are scored by brand fit, momentum, content opportunity and freshness.

• The trend watcher shows 7-day and 30-day change for topics you follow; see trend analysis.
• The analytics screen shows your share of conversation against competitors for the same period.
• For a free look at news coverage, the brand radar tool summarizes recent articles.

In a crisis the first hours look the same everywhere: confirm what happened, agree one statement and do not answer the same question differently on different channels. Competitor data tells a brand problem from a category problem; ads and pricing are covered by competitive intelligence.

Building an online reputation management plan

Most reputation problems are not caused by one bad review but by many small ones that nobody owned. A plan fixes ownership before it fixes wording.

1. 1Map where the brand is mentioned today and which sources matter most.
2. 2Agree who approves replies and how fast each source should be answered.
3. 3Write reply guidelines: tone, words to avoid and when to move a conversation private.
4. 4Hand recurring complaint themes to the team that can fix them.
5. 5Review the month: what was answered, what was ignored and why.

When the same complaint arrives from three people on three sites, the fix is a change in delivery, returns or booking, not a better reply. Day-to-day account management sits with our social media management service.

Online reputation management pricing

The fee is tiered by roughly how often your brand is mentioned per month: 200 for a local brand, 1,000 for a known brand, 5,000 for a national brand and 25,000 for crisis-level volume.

• Included: source and filter setup, scanning and classification, event checks, reply drafts, theme tracking, monthly report.
• Not included: guaranteed removal, search result suppression, Google Business Profile reviews, PR.

AgentFabrica, an agency or a freelancer

All three can work; which fits depends on whether you face a steady stream or a single event.

For a major press crisis or a legal dispute, an agency with PR experience is the better fit. A freelancer who knows the brand well can handle low volume.

If a steady flow of complaints, reviews and mentions goes unanswered, this service is built for that. Results come together monthly on our reporting engine; social metrics are on the social media analytics page.

Questions about Reputation & Trend Monitoring

Sources

The official documentation behind the technical points on this page:

1. [1]
   Google Business Profile Help: Manage customer reviews

   Replies are public, reviewed by Google and the reviewer is notified.

2. [2]
   Google Business Profile Help: Report inappropriate reviews

   Only policy-violating reviews are removed; Google does not mediate business-customer disputes.

3. [3]
   Google Maps: Prohibited and restricted content

   Fake and misleading reviews and personal information are prohibited.

4. [4]
   FTC: Consumer Reviews and Testimonials Rule, questions and answers

   Fake reviews and buying reviews are covered by the US rule.

Keep reading

• Reputation managementHow the reputation radar, sentiment trend and reply box work.
• Local SEOReplying to Google Business Profile reviews.
• Competitive intelligenceCompetitors' ads, rankings and prices measured on a schedule.
• Brand radarA free summary of recent news about a brand or topic.