Articles
Rex on reviews, reputation, and running a business that people trust.
Rex has seen every kind of review there is -- the unfair one-star, the glowing five-star that still deserves a real response, the cryptic three-star that says nothing useful, and the fake one you definitely didn't earn. Here's everything he knows about handling them well.
Why Responding to Google Reviews Is the Highest-ROI Marketing Activity Most Small Businesses Ignore
The numbers are staggering and most owners have no idea. Here's what the data actually says about reviews and revenue.
How to Respond to a One-Star Review Without Making Things Worse
The most dangerous moment in reputation management, handled step by step.
The Psychology of the Angry Reviewer: What They Actually Want (And How to Give It to Them)
Understanding what's really driving a negative review changes everything about how you respond.
Five Response Mistakes That Turn a Bad Review Into a PR Disaster
What not to do is at least as important as what to do. Rex has seen all five of these go badly.
How to Respond to a Fake or Unfair Review
The frustrating reality of reviews you didn't earn -- and the right way to handle them publicly while disputing them privately.
What Your Response to a Negative Review Says About Your Business to Everyone Who Reads It
97% of review readers also read the owner response. You're not just talking to the reviewer.
The Difference Between a Good Review Response and a Great One
Moving beyond "thank you for your feedback" to responses that actually build trust.
How Star Ratings Affect Your Revenue: The Data Every Business Owner Should Know
Translating review statistics into dollar amounts that make the case for taking this seriously.
Platform by Platform: How Responding to Reviews Differs on Google, Yelp, TripAdvisor, and Facebook
Each platform has its own culture, audience, and best practices. One size does not fit all.
How to Build a Review Response System So Nothing Falls Through the Cracks
Turning a reactive task into a repeatable business process that protects your reputation automatically.
Don't Just Respond to the Bad Ones: Why Positive Reviews Deserve Your Attention Too
Most owners treat 5-star reviews as a finish line. They're actually a starting line for customer loyalty.