ServiceBOFU
Online reputation management that starts with reality
The short answer
Reputation management is mostly operations, occasionally PR, and never deception. If your rating is 3.2, the fix is finding out why and addressing it — not burying the reviews. We won't post fake reviews or suppress legitimate criticism, because both are detectable and both eventually cost more than the problem they hide.
What we do is make sure your genuine satisfied majority is represented, that every review gets a response, and that your branded search results show what you'd want a prospective customer to see.
What ORM actually covers
- Review audit across every platform where you're listed
- A systematic, policy-compliant review generation programme
- Response templates and a routine for every review, positive and negative
- Branded search result analysis — what appears when someone searches your name
- Content creation to occupy branded SERP positions legitimately
- Sentiment monitoring and alerting
- Crisis response protocol and drafted holding statements
- Employer brand management on Glassdoor and AmbitionBox where relevant
The review programme
- Fix the underlying issue first. Read the negative reviews. Patterns in them are usually a product or service problem, not a marketing one.
- Ask everyone, systematically. The satisfied majority rarely reviews unprompted. A consistent ask at the right moment changes the distribution.
- Never incentivise reviews — it violates platform policies and is increasingly detected.
- Respond to all of them. Response rate is visible and signals an engaged business.
- Handle negatives properly. Acknowledge, apologise where warranted, move it offline, resolve, follow up.
- Maintain velocity. Steady flow matters more than a large historical count.
Branded search results
When a prospective customer searches your brand name, whatever appears is your reputation. Occupying those positions with assets you control — your site, profiles, LinkedIn, YouTube, review platforms, press coverage — legitimately displaces whatever else might appear. This takes months and works far better than trying to remove content.
What we won't do
- Write or buy fake reviews
- Attempt to remove legitimate negative reviews through false flagging
- Build networks of fake profiles to manufacture sentiment
- Promise deletion of content we can't control
- Use legal threats to intimidate genuine complainants
What does online reputation management cover?
| Area | Activities |
|---|---|
| Reviews | Requesting, monitoring and responding on Google, marketplaces, industry sites |
| Branded search | Improving what appears for your name — website, profiles, press, videos |
| Social listening | Monitoring mentions, complaints and trends |
| Crisis response | Holding statements, escalation, factual correction |
| Executive reputation | Leadership profiles, LinkedIn, interviews |
| AI answers | Checking how assistants describe your brand and correcting inaccuracies at the source |
How to respond to a negative review
- Respond promptly — within a day or two where possible.
- Acknowledge the experience without arguing.
- State facts briefly if something is inaccurate, without sharing private details.
- Offer a route to resolution — a named contact or channel.
- Fix the cause if the complaint reveals a genuine problem.
- Follow up — some customers update reviews when problems are solved.
What can and can't be removed?
| Can often be removed | Usually can't be removed |
|---|---|
| Reviews that violate platform policies — spam, conflicts of interest, hate speech, off-topic content | Genuine negative reviews of real experiences |
| Content that infringes copyright or includes private personal data | Accurate news reporting |
| Defamatory content, through legal routes | Critical opinions expressed lawfully |
We report policy violations and work with your lawyers where legal routes are appropriate. We don't use fake reviews, fake accounts or deceptive suppression tactics.
How do AI assistants affect reputation?
Assistants summarise what the web says about you. If reviews mention slow service or outdated information persists on directories, AI answers may repeat it. ORM now includes checking how ChatGPT, Gemini and Perplexity describe your brand, and fixing inaccuracies where they originate — your website, profiles, directories and credible third-party sources. See sentiment.
What does ORM cost?
ORM is usually a monthly retainer covering monitoring tools, review programme management, response drafting, content for branded search and reporting. Crisis support and legal coordination are scoped separately. Costs rise with the number of locations, platforms and volume of mentions. Plus 18% GST.
Reputation priorities by business type
| Business | Where reputation is decided | Focus |
|---|---|---|
| Healthcare | Google reviews, doctor directories | Review volume and responses |
| Restaurants and hospitality | Google, TripAdvisor, delivery apps | Ratings and response speed |
| eCommerce | Marketplace ratings, social comments | Product quality and service fixes |
| Professional services | Google, LinkedIn, news results | Authority content |
| Executives | Search results for their name | Profiles and thought leadership |
A worked example: recovering from a review crisis
Say a restaurant receives a burst of negative reviews after a service failure. The plan: respond publicly and professionally, fix the root cause, invite recent happy customers to leave reviews, and monitor mentions. Ratings typically recover over the following months this way — without fake reviews or deletions.
Inside Online Reputation Management
1 specialist services under one accountable online reputation management team.
How a Online Reputation Management engagement with PMG runs
- Audit (week 0–1). Accounts, analytics, tracking, website, CRM flow and competitors reviewed, with a written list of what's broken, what's wasted and the three moves we'd make first.
- Plan (week 1–2). Break-even ROAS or a target cost per lead, a measurement plan and a 90-day roadmap for Online Reputation Management, with owners and dates.
- Launch (week 2–4). Clean structures, verified conversion signals, the first creative sprint and landing-page fixes.
- Optimise (months 2–3). A weekly test cadence, with budget following the cheapest incremental results rather than platform-reported ones.
- Scale (month 3 onwards). New channels, geographies and retention loops, added only when the economics hold.
Every week you get a one-page scorecard, a change log, the test board and a 30-minute call with your strategist. See how we work and pricing for details.
Why teams choose PMG for Online Reputation Management
- Measurement first. Unit economics and clean tracking come before any increase in spend.
- You own everything. Ad accounts, data and creative stay in your name; ad spend goes straight to the platforms.
- Senior hands on the account. The strategist you speak to is the person running it.
- Weekly transparency. Scorecard, change log and test board — every week.
- Short minimum terms. We keep clients with results, not contracts.
- India and international. One Mumbai team running campaigns across Indian cities and overseas markets, Mon–Sat, 7am–9pm IST.
Where we run Online Reputation Management
We manage Online Reputation Management for businesses across India — including Mumbai, Delhi NCR, Bengaluru, Pune, Hyderabad, Chennai, Kolkata and Ahmedabad — and for companies in the UAE, Saudi Arabia, the United States, the United Kingdom, Canada, Australia, Singapore and Germany. Campaigns are planned market by market, with language, currency, platform mix and privacy rules matched to each. See all Indian locations and international markets.
Free growth audit
Get a written audit for Online Reputation Management.
No sales call required. Tell us where to look; a strategist replies within working hours and sends the written audit within 72 hours.
- Tracking check
- Pixels, Conversions API, GA4 events and offline conversions — what is firing, what is double-counted, what is missing.
- Wasted spend
- Search terms, placements, audiences and overlap that cost money without producing qualified leads or sales.
- Conversion path
- Landing page speed, message match, form friction and follow-up time — where interested people drop off.
- 90-day priorities
- The three changes we would make first, with the metric each one should move.
Frequently asked questions
Can you remove a negative review?
Only if it violates platform policy — fake, defamatory, off-topic or from a competitor. Legitimate criticism stays, and the right response is usually a good public reply plus a private resolution.
How do we get more positive reviews?
Ask every satisfied customer systematically, at the moment of satisfaction, with a direct link. Most businesses simply never ask.
How long does ORM take?
Review ratings shift over two to six months depending on volume. Branded search result changes typically take three to six months.
How long does it take to improve online reputation?
Review ratings can improve within a few months with a steady programme of genuine reviews and fixes. Changing branded search results usually takes three to nine months of consistent content and PR.
Should we reply to every review?
Yes, where practical. Replies show prospective customers that you listen, and they're one of the few parts of reviews you control.
Can you push negative news articles down in search results?
By building stronger, accurate content — your own pages, profiles, interviews, press coverage — branded search results can become more representative. We don't use deceptive tactics.
What is social listening?
Monitoring public mentions of your brand, products, competitors and category across social, news and forums, to spot issues and opportunities early.
Do you handle reputation for individuals?
For founders and executives connected to a business engagement, yes — mainly through LinkedIn, profiles and media presence.
Can you remove negative reviews?
Only reviews that breach platform policies can be reported for removal. Genuine negative reviews should be answered and outweighed by more positive experiences.
Do you write fake reviews?
No — fake reviews breach platform rules and consumer-protection law.
Is there a long contract?
No. Minimum terms are short, because we would rather keep clients with results than with contracts.
What do you need from us to start?
Access to ad accounts and analytics, your margins and order values (or deal values), brand assets, and a decision-maker available for a weekly 30-minute call.
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