Online Reputation Management

Over the past 24 months there has been a gigantic shift in how consumer behaviour.

Did you know 92% of people read online reviews before selecting a business or service?  

Statistics consistently show that reviews are the number one most influential factor.



What people are saying online has become a critical issue for all businesses.  It’s so important that it’s launched a new marketing discipline called “Online Reputation Management”.

A positive online reputation is an asset, while a negative reputation is very harmful.

•    What are customers saying about you online?
•    What is your online reputation rating/score?
•    Are there any negative reviews online about your business?
•    What to do to create an excellent online reputation?

We cannot completely control what people say about us online, but we can manage our online reputation and make it as positive as possible.  Encouraging happy customers  to leave us a positive review is extremely beneficial.



Google Reviews are the single most important online resource about your business.  Statistics consistently show that these Google Reviews are the #1 most influential factor when a person is making a buying decision.

If a person is given your name as a referral, chances are they’ll research you on Google first, before calling you for an appointment.

When a person searches for your business name on Google, they are instantly presented with an information card on the right side of the Google screen.  The focus of the information card is your Google Review ranking.
•    On a desktop computer the Information Card fills the top right corner.
•    On a mobile phone the Information Card fills the top of the screen.

The new reality for all businesses is that you need to manage your online reputation.  Make sure that when customers are online researching you, they get a POSITIVE message.  Let’s face it, these online reviews about you will either attract new patients, or send them to your competition.



1. Identify any customer or friend who has a Gmail email address.
2. Timing is important so impress them, care for them, give them massive value.
3. When you know the customer is feeling appreciative, ask if they're happy.
4. When they say YES, then ask them to do you a quick one minute favour.
   - Did you have a good experience today?
   - That’s so good to hear.
   - Your satisfaction is really important to us.
   - Would you mind doing us a quick one minute favour,
   - and type us a short Google review?"
5. When they say YES, thank them sincerely.
6. Make it easy and provide them with instructions on how to give you a 5 star review.
   - Create instructions that can be included in a handout or an email message.
   - If you want a copy of the instructions I provide, email me:

For the best results, the person who has the closest connection to the customer should ask them for the review.


A person who wants to do damage to your reputation will find few obstacles online.  It’s very easy to post a comment or review and tarnish your good name.  I get asked all the time “how do I get rid of negative content?”

Unfortunately you can’t remove a negative rating or comment from the Internet, because you did not create it.  But there is an effective way to deal with it.  You bury the odd negative comment or review under a mass of positive ones.

If you get a negative review, I think it’s best to respond in a positive way because other potential customers may read the negative review.  In your response to this review state that you are committed to customer satisfaction and encourage them to contact your office to discuss or resolve the matter.


Your online reputation is critical, because potential new customers will research for you on Google.  So start getting as many positive GOOGLE REVIEWS as you can.  Ask customers, friends and family to leave you a positive review.

To your success,
Luke Hayes







Great Reputation = Great Sales

Positive reviews and testimonials are the most effective way to create trust, add credibility and establish your reputation as a reliable choice. 

80% of consumers trust online reviews as much as a personal recommendation.
85% of people research online prior to buying from a business. 

Both reviews and testimonials are customers publicly commenting about their experience with your product or service. Although they are different.

A review is an online comment posted by a customer, evaluating your product or service. These reviews are usually posted on external review sites like Google and other Product Review sites.  If it is a positive review then it provides the same trust and credibility as a testimonial.

A testimonial is a statement praising the performance, quality, and/or value of a product or service.  Unlike reviews, it is up to a business to request testimonials from customers, get the customers permission to publish the message, and to decide where on the website to publish the testimonial.

Having lots of positive Reviews can be the difference between a customer buying from you or your competitor.

To your web success,
Web Marketing Strategy

Best Selling Author of Website Masterplan


4 Essentials Local Business Marketing


If you sell products or service to a local area… for example: Physiotherapy, Dentist, Gymnasium, Restaurant, Yoga teacher, etc. Then there are some website marketing essential you need to implement:

1.    Put your suburb or area in the header of your website

2.    Put your suburb or area in the footer of your website

3.    Put your suburb or area in the Meta TITLE and Meta DESCRIPTION
        of your website pages

4.    Get your free “Google My Business” listing.


To your web design success,
Web Marketing Strategy

Best Selling Author of Website Masterplan


Google Places Optimization Tips

As a business owner, you no doubt want to have as much traffic going through your website as possible. One of the best ways to promote your business is through a first page listing on Google Places.


Your Google Places listing is ranked to a large degree on the quality of your website.  So here are some important website optimisation tips.

  1. Have a good (short and easy to remember) web address (domain name).
  2. Make sure your website uses the right keywords that accurately describe your website content, products and services.
  3. Avoid using Flash in your website as it has no text content, so the search engine crawler cannot index it.
  4. Make sure you have your keywords listed in your Meta Title and Meta Description.
  5. Keep your website content fresh.
  6. Rename your website images to include keyword phrases.  Also using the alt attribute for each image write a description about the image including the keyword phrase.



  1. Use your Keywords in the Google Places Description
  2. Don’t stuff Keywords in the Google PlacesTitle text box or you may get suspended for spamming.  Instead use the legal name of your business.
  3. Use your city name in the keywords
  4. Add up to 5 different categories for your business.  The first category you choose is the most important.
  5. Google Allows up to 10 images and 5 videos to be added to your listing. 
  6. Get customers to visit your Google Places page and provide you with a positive REVIEW.


To your web success,
Web Marketing Strategy

Best Selling Author of Website Masterplan

Google AdWords Glossary of Terms

Would simple definitions of the Google advertising terms help you?

 Ad – An advertisement that is displayed on search results pages, alongside or above search results, and websites. With AdWords, you can create text, image, video and mobile ads.

Ad Group – A group of related ads that share a keyword list. With AdWords, you can create up to 100 ad groups per campaign.

Campaign – A marketing campaign that defines your geographic targeting, budget, settings and more. A campaign is made up of ad groups, ads and keywords. You can create up to 25 campaigns in your account.

Click – When someone sees your ad and clicks on it to visit your website.

Clickthrough rate (CTR) – The ratio of the number of times your ad was displayed (impressions) to the number of times it was clicked. For instance, if an ad is displayed to 100 people, and 2 of them click on it, your CTR is 2%.

Conversion – When a visitor to your website completes a desired action; this can be an online purchase, filling out a form, signing up for a newsletter, or posting a comment.

Cost-per-click (CPC) – The amount of money you pay each time a visitor clicks your ad. The Max CPC is the highest amount you are willing to pay for a click.

Destination URL – The web page people will be directed to after clicking on your ad. This page may be different from your Display URL or homepage.

Display URL – The URL that is included in your ad (fourth line).

Impressions – The number of times your ad was displayed to potential customers.

Keyword list – The list of words or phrases you want your ad to appear for, when someone searches for them.

Quality score – A measure of how relevant your keyword and ad are to people who search for your business, products or services. Quality Score is measured on a scale of 1-10 (with 10 being the highest), and the higher your Quality Score, the better.




We Set Up Google AdWords Campaigns That Get Results At Low Cost!!!

You can tap into hundreds of millions of Google users, looking for what you have to offer.

Call us today: (02) 8003 5562 or EMAIL US


To your web success,
Web Marketing Strategy

Best Selling Author of Website Masterplan

Business Advertising Moves Online, Traditional Media Fades

This year, the total spend on offline advertising throughout Australia slumped by 7% compared to last year. Worst hit were magazine and newspaper advertising: down 18% and 25% respectively.

The big winner was online advertising, up by 19% in the last year. The majority of that was advertising on Google AdWords.

That's billions of dollars being shifted away from traditional advertising mediums and directed towards Internet marketing instead.

The Internet's vast reach and pin-point targeting (to the most relevant audiences) can allow advertisers to reach significantly more of the right people.

What this means is that you really, really need to master Google Advertising - and soon! Otherwise your business is going to have a very tough time competing in the near future.


To your success,
Web Marketing Strategy

Best Selling Author of Website Masterplan

Has Google AdWords Become Too Expensive?

Over the past 5 years, Google AdWords has become incredibly expensive. Many small businesses just can’t compete anymore for their chosen keywords.

It’s important to choose specific and well-targeted keyword phrases. Don’t go for popular generic, single keywords like: insurance, loans, software, doctor, etc.

Have a look at the chart below that shows the 20 most expensive keyword phrases in Google AdWords.

To your web marketing success,
Web Marketing Strategy

Best Selling Author of Website Masterplan

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