LocalU Faculty
Jul 18, 2012
Reaction score
I wanted to introduce you all to The Respondery who is one of our sponsors at our upcoming LocalU event.

The Respondery provides custom, on-brand review responses to your positive and negative reviews. They mostly respond on the the big 3, Google, Facebook, and Yelp, but can respond anywhere reviews are found: TripAdvisor, Glassdoor, Apple App Store, etc. They can even help customers respond to their Facebook and Instagram comments. Their services include:

  1. Responding to incoming positive and negative reviews on requested review sites.
  2. Custom, human-generated, on-brand responses, typically within 24 hours.
  3. Collaborate, when needed, to write a more informed response.
  4. Remove negative reviews that violate review site content guidelines.
  5. Auto-renewing, month-to-month agreement / payment schedule, which means the client can cancel at any time.

Responses are also HIPAA compliant!


Have a question for them? Feel free to post it below.

Colan Nielsen

LocalU Faculty
Top Poster Of Month
Jul 19, 2012
Reaction score
Sounds like a much needed service for a lot of businesses out there. For instance, I was chatting with a business owner recently and they just had no idea how they were supposed to approach responding to reviews.

Are you able to share anything about how you approach getting rid of negative reviews?

Teresa Gaunt

Feb 29, 2020
Reaction score
Sounds like a much needed service for a lot of businesses out there. For instance, I was chatting with a business owner recently and they just had no idea how they were supposed to approach responding to reviews.

Are you able to share anything about how you approach getting rid of negative reviews?
Hi Colan! Yes, we work with business owners and brands that aren't sure the best way to respond to their reviews, especially the pesky negative reviews! We're able to take the emotion out and respond professionally and appropriately to help neutralize the negative feedback. Of course, we're also pointing the reviewer offline where the business owner can hopefully resolve the issue. When it works best, it's definitely a partnership!

We're constantly monitoring incoming negative reviews to get rid of any that violate the review site's guidelines. When a review is in violation (profanity, ex employee, off topic, wrong business, etc.), we manage the process to get the review removed. Often, it's just a matter of flagging the review and choosing the reason the review should be removed. If the review isn't removed, and seems to be a clear violation, then we keep pushing and following up with support. It can take some effort, but we're usually successful.

When negative reviews aren't removed or represent a true customer concern, we remind our clients that negative reviews aren't all bad - they provide an opportunity to demonstrate how they treat unhappy customers and provide balance to their review portfolio (no one trusts 100 5-star reviews). If responded to appropriately, negative reviews actually add value. We know, they still stink! :)
Similar threads
Thread starter Title Forum Replies Date
billbean Best Responses to Negative Customer Reviews Local Reviews 9
Colan Nielsen NEW Claim your listing on BrightLocal's Agency Directory: Get in front of relevant customers and win leads LSF News and Announcements 3
djbaxter How To Use the new noindex and force redirect custom addon for threads Admin Stuff 0
djbaxter Testing new noindex and force redirect custom addon by TickTackk Admin Stuff 0
Steve Attarian Has anyone had luck removing a Review by a non customer that gave one star because she noticed that the staff didn't wear masks when she walked by? Google My Business & Google Maps 4
annatindal GMB Customer Uploaded Photos Question All Things Google My Business [PRIVATE] (LocalU) 2
Eoghan_MFeed Great customer review we pulled in for a client Break Room: Chat and Off Topic 0
J Unable to change the custom URL link on YouTube for a rebranded business Local Content 2
LocalSEODat Need help with a suspended GMB - Client had home address as place of biz, then suspended. Fixed to meet customers and got reply with no reason Service Area Businesses 6
S 1-star review (not by customer) Can this be removed? Local Reviews 9
T Will GMB consider a review placed by a customer who was taken to court for a Judgement recovered by the business as Spam or Fake Comment? Local Reviews 1
K Customer wants to add a tracking number across all of his Citations NAP, Categories, Dashboard Data 3
L Big Drop in the number of new reviews made by customers Local Reviews 1
djbaxter Google Allows a Custom List of Services to GMB Listings Service Area Businesses 14
Claire Carlile No 'message you' data showing in Customer actions Google My Business & Google Maps 3
Koray Tuğberk GÜBÜR Custom Map Creation and Their Effects on Ranking Google Local 101 3
djbaxter Bank employee gives customer's business negative Google Review after frustrating phone call Local Reviews 1
M Customer Journey Tools Local SEO Tools & Software 1
L Google now allows Site Owners to Customize the Search Results Snippets, but what can be customized? Google News: Important Changes & Features 1
rickvidallon Adding Custom Services to GMB Service Area Businesses 9
rickvidallon Replying to Customer Reviews on GMB Google My Business & Google Maps 27
djbaxter Custom BBCode to force nofollow links Local Search Experts Forum 0
Chris Ratchford Anyone familiar w/ Advanced Custom Fields (for WordPress)? Consultant's Corner 6
Monica Simpson FB message for Customer service Citations 5
Ellen Organization Has GMB Listing but Serves No Customers Google My Business & Google Maps 4
JoshuaMackens Customer Heat Map Consultant's Corner 7
cleverlyengaged Multiple reviews from customers are not displaying on client's GMB profile. Nothing for 9 months. Local Reviews 6
Cordell Crowley New? Google Auto-Generating "Suggested Post" w/ Customer Review Google My Business & Google Maps 2
J Customer requesting help with SEO optimization for "Customer Name" Keyword Ranking Google Local 101 9
R Free Webinar: How to Use Nextdoor to Reach Your Local Customers Events 0
Oliver Keates Should I be encouraging customers to leave a review on GMB Local Search 10
Garrett Sussman Turning Customers into Storytellers with Jay Baer Local Reviews 0
KevinJr LIKE your customers review? Local Reviews 4
JoyHawkins Do Custom Google Maps Help Ranking? Local Search 13
W Checking The Box "I Also Serve Customers At This Business Address" Service Area Businesses 15
John Vuong What is the lifetime value of a customer in Local SEO? Local Search 4
AllSearch52 Calculating the value of 3 pack rankings for customers with no website Local Search 1
H Software to manage customer requests/Orders? Consultant's Corner 0
S Get Speed service at 1^866^877^0191 Sony Customer Service Number Recycle Bin 0
Garrett Sussman How To Get Your Unhappy Customers To Change a Bad Review Local Reviews 2
Garrett Sussman Senior Citizen Reviews: Getting Amazing Reviews From Low-Tech Customers Local Reviews 2
Garrett Sussman How to Encourage Customers to Use Keywords in their Online Reviews Local Reviews 2
Garrett Sussman Online Review Challenges for the Small Business: Low Customer Volume Local Reviews 2
Garrett Sussman [New Post] Revenge and Reward: Is Your Customer Service Team Likeable? Local Reviews 0
Digitaldar Can Customers Change Their Google Review of a Business? Local Search 1
C Abusive customer review Local Reviews 7
K How to serve customers areas Service Area Businesses 3
Kyrton How to serve customers areas Service Area Businesses 3
Garrett Sussman 4 Major Barriers Preventing Your Happy Customers From Writing Positive Online Reviews Local Reviews 0
Garrett Sussman Are You Losing 5 Star Reviews to Hidden Customer Expectations? Local Reviews 2

Similar threads

Login / Register

Already a member?   LOG IN
Not a member yet?   REGISTER

Most UpVoted Answers

LocalU Podcasts

  Promoted Posts

New advertising option: A review of your product or service posted by a Sterling Sky employee. This will also be shared on the Sterling Sky & LSF Twitter accounts, our Facebook group, LinkedIn, and both newsletters. More...
Google Product Exert

Top Bottom