Help a business respond to reviews

Draft thoughtful replies and plan an appropriate way to ask customers for feedback. This course is in development.

Original course title & technical overview

Review and Reputation Management. Get more real reviews, answer every one in the owner’s voice within a day, handle the bad ones without a fight, and turn the good ones into marketing, for local businesses that live and die by their Google rating.

A new word? Look it up in plain English →

Illustration of a woman learning with a laptop at a kitchen table

2026 EDITION

What you can offer

Draft thoughtful replies and plan an appropriate way to ask customers for feedback. This course is in development.

Detailed deliverables

Monthly reputation management for local businesses (med spas, dentists, restaurants, salons, contractors, clinics): a review-request system that asks every customer at the right moment, replies to every review on Google, Yelp, Facebook and industry sites within 24 hours in the owner’s voice, a calm playbook for negative reviews (and the flagging process for fake ones), a monthly report with themes the business should fix, and review-based marketing (testimonial posts, website widgets).

Example service prices

$250–$500 a month per location (requests, replies, monitoring, report); $150 setup for the request system; $75 for a testimonial content pack. Multi-location groups at $200 per location.

Planning estimate, not a promise

Finding clients takes time. There is no guaranteed timeline or income.

Tools (free plans have limits): Claude or ChatGPT (with a Project per client), Google Business Profile (owner access as a manager), Yelp for Business, Facebook Page, industry sites (Healthgrades, RealSelf, Houzz, Avvo, TripAdvisor), A review-request tool: the client’s POS/booking system (Square, Vagaro, Mindbody, Jobber, ServiceTitan, Dentrix) built-in requests, or a simple SMS tool (Podium, Birdeye, or Google’s own review link + a text template), Google Alerts and the platforms’ notifications for monitoring, A review log sheet: platform, date, stars, summary, reply date, theme, action

You will make

An audit of a business’s review profile across platforms with the gaps and the rating math
A review-request system at the right moment for the client’s workflow, compliant
A reply voice guide and 24-hour reply routine for positive, neutral and negative reviews
A negative-review playbook, a fake-review flagging process and the private-resolution script
A monthly report with themes and fixes, and review-based marketing assets

Inside this course

4 lessons · 4 AI instruction templates · 4 worked examples · 3 exam versions · final practice project

Lesson 1 is open as a free preview, ready-to-use AI instructions included. Sign up free to unlock the rest and try AI instructions in the practice area.

1
What you will learn · 2 min
🔒 Sign in
2
Set up your tools · 10 min
🔒 Sign in
3
The audit and the rules · 35 min
Audit a business across platforms: ratings, counts, recency, response rate, themes, and the rating math; and learn the rules that keep the work legal and the profile unbanned.
Preview free
4
The review-request system · 40 min
Ask every customer at the moment they are happiest, by the channel they actually read, with a direct link, automated from the client’s booking or POS system, and measured.
🔒 Sign in
5
Replies in the owner’s voice and the negative-review playbook · 50 min
A voice guide and reply formulas for positive, neutral and negative reviews, a 24-hour routine, the calm playbook for bad reviews, the private-resolution script, and when and how to flag a review for removal.
🔒 Sign in
6
The monthly report, review marketing and the retainer · 35 min
A one-page monthly report with the numbers, the themes and the fixes, review-based marketing assets, and the retainer that makes reputation management a steady monthly income.
🔒 Sign in
7
Certification exam · 20 min
10 questions · 80% to pass · three versions, a retake is never the same test.
🔒 Sign in
8
Final project: Reputation setup and first month for Glow Lab Med Spa · 75 min
Reputation setup and first month for Glow Lab Med Spa: graded on 5 criteria, pass at 15/20.
🔒 Sign in
9
Check your work · 15 min
🔒 Sign in
10
Feedback and certificate · 5 min
🔒 Sign in
11
Publish your service · 20 min
🔒 Sign in

Final practice project: Reputation setup and first month for Glow Lab Med Spa

A practice assignment from Glow Aesthetics Med Spa (Medical spa (injectables, laser, facials)). You will see the scoring guide (rubric) before you start.

What we check	What earns the full 4 points
Brief followed	Glow Lab’s data and Vagaro setup used; all eight reviews answered; all deliverables present
Compliance	No gating, incentives or solicitation of Yelp; replies reveal no patient details; flagging justified by policy; ethics clause present
Voice and replies	Replies sound like Dr. Amara, reference specifics, varied openings; negative replies calm and effective
System	Request moment, channel and automation realistic for Vagaro; metrics defined; 24-hour routine clear
Report and marketing	Report is one page, actionable, with fixes an owner can do; testimonial post verbatim from a real review

Honest expectations. The rules are strict and the platforms enforce them: no buying reviews, no review gating (asking only happy customers), no incentives for reviews on Google, no fake reviews or reviews from staff, no revealing patient or client details in replies (HIPAA for medical, and basic decency everywhere). The FTC fines fake-review schemes. The work is asking everyone, answering everyone, and fixing what the reviews say is broken.