Your Reputation Restored.

  • PROVEN SOLUTIONS

    We tackle the root of reputation challenges, using proven strategies to restore trust and elevate your online presence.

    From recovering lost customer goodwill to protecting your brand from future risks, our hands-on approach ensures your reputation is always in good hands.

  • AI-ENHANCED STRATEGIES

    Leveraging cutting-edge AI tools to complement my years of experience, we craft strategic responses that diffuse tension and rebuild relationships, ensuring your reputation remains strong.

    Our tools make it easy to monitor feedback and identify areas for improvement, giving you the insights you need to maintain a strong and positive reputation.

  • EXPERT ESCALATION HANDLING

    When it feels like all hope is lost, we’re the experts who step in.

    Specializing in handling sensitive escalations, we don’t just repair your reputation—we strengthen it.

    Our personalized strategies give you the confidence to move forward, knowing you’re supported by the best.

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STRUGGLING TO REGAIN TRUST AFTER NEGATIVE REVIEWS?

We specialize in turning bad reviews into opportunities for growth, helping you repair your reputation and rebuild confidence with your customers.

Don’t let a single misstep define your business—partner with us to take back control and showcase the experience your brand truly delivers.

WE FIX IT BEFORE IT NEEDS FIXING

A strong reputation isn’t just about managing crises—it’s about staying ahead of them. From generating more positive reviews to responding to customer feedback with care, we ensure your brand remains trusted and thriving.

Let us handle the details, so you can focus on growing your business with peace of mind.

Our Reputation Management Packages

Free Test Drive

Perfect for businesses that aren’t sure where to start with reputation management and want a risk-free introduction to our services.

  • Response to 1 Negative Review

  • Basic Evaluation of Your Online Reputation

  • 30-Minute Reputation Strategy Call

  • No Obligation to Continue After Test Drive

The Experience Fixer Basic

Perfect for hospitality businesses looking to establish a solid foundation for guest retention and reputation management.

What’s Included Every Month:

✔ Online Review & Reputation Audit – Comprehensive analysis of guest reviews across Google, Yelp, TripAdvisor, etc. and social media to uncover trends in service, amenities, and guest experience.

✔ Custom Response Strategy & Templates – Tailored responses for 5-star and negative reviews, updated monthly to address common guest feedback.

✔ AI-Powered Guest Feedback System Setup & Optimization – Automated surveys via QR codes, text, and email to capture real-time customer insights, with ongoing monitoring to ensure actionable feedback.

✔ Guest Experience Quick Fix Report – Actionable insights with easy-to-implement fixes based on feedback trends (e.g., slow service, confusing processes, outdated amenities).

✔ Monthly CX Check-In & Strategy Call – A 30-minute strategy session to review guest feedback trends and provide tailored action steps for improving the guest experience.

🎯 Best For:

  • Businesses struggling with inconsistent reviews and low guest retention.

  • Teams seeking guidance to tackle recurring guest complaints.

  • Owners and managers wanting data-driven insights to boost guest satisfaction.

The Experience Fixer Pro

Ideal for hospitality businesses needing a structured, evolving CX strategy to optimize service and improve guest experiences.

What’s Included Every Month:

✔ Everything from Basic PLUS:

✔ Loyalty Program Implementation – VIP incentives, personalized follow-ups, and loyalty programs tailored to guest feedback.

✔ AI-Powered Staff Performance & Guest Experience Insights – A monthly “Service Performance Insights Report” tracking guest sentiment by staff and service touchpoints.

✔ Digital Customer Journey Optimization – Monthly assessments of online ordering, reservations, and website usability to identify and resolve friction points.

✔ Monthly Staff Training Session – Customized 45-minute training sessions addressing key guest feedback trends (e.g., service recovery, guest interaction).

✔ Quarterly Guest Experience Mystery Audit – Secret shopper-style evaluations of digital and phone-based interactions, with actionable reports for improvement.

✔ Quarterly Guest Experience Scorecard & Progress Report – Performance metrics tracking every 3 months to measure ROI and identify focus areas.

✔ 3 Free NFC Cards – Easy Tap-to-Feedback Collection – NFC cards make gathering guest feedback seamless. Service staff can simply tap the card to a guest’s phone, instantly opening a feedback form for quick and effortless input.

🎯 Best For:

  • Businesses ready to elevate guest satisfaction with a comprehensive CX strategy.

  • Teams striving for service consistency across shifts or locations.

  • Owners and managers wanting expert-led insights and data-driven solutions.

The Experience Fixer Premium

Designed for hospitality businesses ready to scale, prevent guest escalations, and cultivate a culture of service excellence.

What’s Included Every Month:

✔ Everything from Basic and Pro, PLUS:

✔ Staff Performance & CX Training (Monthly)

  • Live Virtual CX Training for Staff – Custom 45-minute sessions covering guest interactions, complaint handling, and VIP experiences.

  • Personalized Coaching for Struggling Team Members – 1:1 or small group coaching based on guest feedback trends.

✔ Leadership & Retention Strategy

  • CX Leadership Coaching – Monthly strategy calls for managers and owners to build a culture of service excellence and staff accountability.

  • Advanced Retention & VIP Guest Experience Strategy – Exclusive loyalty initiatives tailored to repeat business.

✔ Proactive Escalation Management & Crisis Prevention

  • 24/7 Crisis Management – Dedicated managers for immediate resolution of issues, review mediation, and escalation handling.

  • Guest Escalation Tracking & Intervention – Proactive monitoring of complaint trends to prevent future issues.

  • Service Recovery Playbook – Customized scripts and SOPs for handling difficult guests and turning complaints into loyalty.

  • Enhanced CX Mystery Audit – Quarterly assessments of escalation responses with corrective strategies.

✔ The Ultimate CX Playbook for Long-Term Growth

  • Custom “CX Playbook” – Documented best practices for retention, escalation handling, and service consistency.

  • Quarterly CX Performance Reviews & Strategy Adjustments – Tracking metrics to refine strategy and measure long-term growth.

🎯 Best For:

  • Businesses seeking elite CX strategies for revenue growth and guest loyalty.

  • Teams requiring advanced escalation management and hands-on training.

  • Leaders committed to fostering a culture of sustained excellence.

 FAQs

  • While each business is unique, many of our clients start seeing improvements within the first 30 days. Our targeted strategies, such as responding to negative reviews, review generation, and ongoing monitoring, lead to more positive feedback and higher customer trust over time.

  • We don’t just monitor reviews—we actively help you build and maintain a strong online presence. With over 15 years of experience in customer experience and reputation management, I’ve developed proven strategies that go beyond simple review monitoring. Our services include real-time reputation risk alerts, 24/7 crisis management, social media monitoring, and personalized strategies, all aimed at improving your online reputation and boosting customer loyalty.

  • Absolutely! Our Crisis Management Support and Reputation Recovery Plans are designed to turn around a damaged reputation. We’ll work with you to respond to negative reviews, improve your overall reputation, and implement strategies to generate more positive feedback, helping to restore customer trust.

  • No, our packages are flexible and designed to fit your needs. We offer month-to-month options, so you can adjust your plan as your business grows. Our goal is to provide value that keeps you coming back, not lock you into a long-term commitment.