From the journal
Notes on replies, reviews, and reputation.
- Why replying to every review quietly grows your revenueGoogle's own data shows businesses that respond to reviews earn meaningfully more. Here's why a reply is worth more than the review itself.
- How to reply to a bad review without making it worseThe five-line structure we use to turn a 1-star into a customer who comes back. Calm, specific, and never defensive.
- What your Google profile says about you when nobody's lookingA quiet profile with no replies tells customers more than you think. Here's the silent message — and how to fix it in an afternoon.