From 2.5 to 4.6 Stars: An Online Review Management Strategy
Client: A local restaurant group with 5 locations.
Challenges We Faced
A series of bad customer experiences (and a disgruntled ex-employee) led to a “review-bombing” campaign that devastated their bookings:
Dozens of 1-Star Reviews
Their average Google & Yelp rating had dropped to 2.5 stars across all locations.
Reservations Plummeted
Google Analytics 4 (GA4) showed that calls and online reservations from GMB had dropped by over 70%.
Low “Map Pack” Ranking
Their low Google rating pushed them off the first page of the Google “Map Pack,” making them invisible to local diners.
No Review Management
The client was not responding to any reviews (positive or negative) and had no system to generate new, positive ones.
Fix Your Online Reviews
“Are negative reviews sinking your business? Our Online Review Management services can help you repair the damage.”
Our Approach – How We Solved These Challenges
Strategic Crisis Response Plan
We immediately flagged and reported the “review-bomb” (as it violated GMB’s TOS) and had 20+ fake reviews removed.
Online Review Management
We implemented a Review Management Platform (like Podium) across all 5 locations. The system automatically texted/emailed diners after their meal, asking for a real review.
Customized ORM Strategy
We drafted professional, polite response templates for all new reviews (positive and negative), showing that management was listening.
GMB Optimization
We fully re-optimized all 5 GMB profiles (photos, posts, Q&A) to support the new positive signals.
Results
| Metric | Before | After | Growth |
|---|---|---|---|
| Avg. Google Star Rating | 2.5 Stars | 4.6 Stars | +84% |
| “Click-to-Call” | 150/mo | 600/mo | +300% |
| GMB “Map Pack” Rankings | 0 of 5 locations in Top 3 | 4 of 5 locations in Top 3 | +400% |
Free Review Analysis
“Want to see how your reviews compare to your competitors? Request a Free Review Analysis from our reputation management company!”
Advice for Marketers & Brand Owners
- The best defense is a good offense. A steady stream of new, positive reviews from a Review Management Platform is the #1 way to protect your rating.
- Respond to all reviews. A professional response to a negative review shows other customers you care.
- Your star rating is a direct ranking factor in the Google “Map Pack.”
- Fight back (ethically). Flag and report reviews that clearly violate Google’s or Yelp’s Terms of Service.
Extra Factors That Made It Work
- Implementing Podium was the key. The automated system built a “wall” of positive reviews that drowned out the bad ones.
- Successfully removing the 20+ fake reviews provided an immediate boost.
- Our professional, non-combative responses to legitimate negative reviews helped restore public trust.
