Fluxx Tech
Before customers call you, they search your name. What they find, such as reviews, ratings, social media comments and news, shapes their decision. Online reputation management (ORM) means monitoring and improving what people see and say about your business online.
What makes up your online reputation
• Google reviews and rating
• Reviews on JustDial, Practo, Zomato and industry platforms
• Social media comments and messages
• Search results for your business name
• News articles and blog mentions
• Employee reviews on job sites
Step 1: Monitor
• Search your business name on Google regularly
• Set up alerts for your brand name
• Check review platforms weekly
• Monitor social media mentions and comments
Step 2: Build positive reviews steadily
Ask happy customers consistently. See how to get more Google reviews.
Step 3: Respond professionally
• Reply to every review, positive or negative
• Respond to complaints quickly and calmly
• Move detailed discussions to private channels
• Follow up and, where appropriate, ask if they’d update their review once resolved
See our review response templates.
Step 4: Strengthen what appears for your name
When people search your business, you want them to see:
• Your website
• Your Google Business Profile
• Social media profiles
• Positive reviews and mentions
• Industry listings
Keep these profiles complete and active.
Step 5: Handle a crisis
If a serious complaint goes viral:
1. Don’t argue publicly or delete fair criticism
2. Acknowledge quickly and share what you’re doing
3. Fix the problem
4. Communicate the outcome
5. Learn and update processes
Step 6: Use feedback to improve
Recurring complaints show where the business needs to change. Fixing root causes is the best long-term reputation strategy.
What not to do
• Buy fake reviews
• Post fake replies or comments
• Threaten reviewers
• Ignore complaints
Frequently asked questions
Can negative reviews be removed? Only if they break platform policies. Otherwise, respond professionally and focus on earning more positive reviews.
How long does it take to improve a reputation? Steady improvement usually takes months of consistent service and review requests.
Do I need an ORM agency? Small businesses can manage basics themselves. Agencies help with monitoring, responses and larger issues.
