Behind the Review

Getting your customers or clients to write reviews is no easy task. And on Yelp specifically, it’s against terms of service and content guidelines to solicit or ask for a review. So how can you naturally encourage them to share their experiences? Marketing expert Elizabeth Sexton shares how Aligned Modern Health, the multi-location holistic wellness business, manages their online presence while su...

Auto House goes beyond lukewarm customer service, prioritizing one-on-one bonds between buyers and sales partners to integrate themselves into the lives of the community they serve. Auto House has changed the car industry's narrative by implementing thoughtful, personalized help, whether it's loaning out a minivan to let a mom try out at practice or making connections with clients long after the s...

How a business shows up online is a reflection of who they are in person. Oftentimes business owners worry more about coming across polished than being themselves. In this episode hear from Shawn Walchef on the importance of being authentic and professionally raw online. Shawn hosts a podcast in partnership with Yelp and Entrepreneur Media called Restaurant Influencers. Tune in to episode 1 at the...

Rudy’s Bakery in Queens has been open since the 1930s. 40 years ago, Toni and her uncle bought it and kept many of the recipes alive. Now, they pride themselves on remaining non-commercial with seasonal items and an extensive list of gluten free and vegan pastries and deserts. Toni admits it hasn’t always been easy, and change has been inevitable. But she’s a staple in the community. Hear what rev...

Whether it’s a Yelp listing or another online review site, your reputation matters and is a reflection of the work you do in person with your customers. Having a strategy in place for responding to reviews can help you maximize that online presence, and spread the word about who you are and what you do like word of mouth, but amplified. In this episode hear advice from business owners and consumer...

At the mouth of Monterey Fisherman’s Wharf lies Paluca Trattoria, a “coastal chic” restaurant focused on keeping the history and authenticity of its location alive. Customers can watch aquatic life swim in the bay while eating delicious meals, and also observe the sense of community and camaraderie in the restaurant. Reviewer Valerie A. shares her experience utilizing Yelp to find this classic Ita...

Online reviews can be an important source of feedback to help improve your business. They’re a signal to what’s going well and what areas could be worked on. In this conversation with Jeff Toister, author of The Service Culture Handbook, you’ll learn how evaluating your reviews can save you time, and improve your business. Digging into what people are saying about you online can help improve custo...

People are at the center of Norm Theard’s life, and his restaurant The Quarter Creole Cuisine is another example of that. As the youngest of six, Norm spent time helping his mom recreate recipes from generations past that he brings to life in his restaurant with innovative twists. Hear how Norm continues his family’s legacy through authentic comfort food and service to match. Reviewer Stef B share...

Owning a small business can be an adventure, but according to Paper Route Bakery owner Aaron Seriff-Cullick, it can quickly turn into a crisis. When he made changes to the menu, many customers were disappointed to see favorites disappear, so Aaron showed them other wonderful treats he had cooked up. Aaron shares his experiences — both the good and the not so good — in taking his business from his...

Sometimes service can feel forced. At Alpenglow Sports, owner Brendan says 'if you don't love to help people you're not hired.' And that culture creates a customer forward approach to the atmosphere in the shop. Reviewer Sheena wanted to support a local business, and get some gear for a trip. The knowledge and expertise shared by the staff instilled confidence in her, and she appreciated that the...

Purchasing a home is complicated, and realtor Brad Davis knows it. In fact, his career in real estate first began as a side hustle after buying his first home. Now, after years of working full time at Just Real Seattle, Brad shares his tips and tricks for navigating such a dynamic market. From maintaining organized communication with clients to collaborating with competitors, building relationship...

Having been around since before the Great Depression, Chicago’s Music Box Theatre has seen a lot over the decades. From adding social spaces in the building to establishing seasonal events, current senior operations manager Buck LePard discusses the evolution of the historic venue, and how they’ve built such a tight-knit workplace culture. We’ll also hear from Carly, a resident of the neighborhood...

Whether it be at weddings or quinceañeras, Tempoe Entertainment DJs in Southern California seeks to create a party atmosphere anywhere and anytime. Ryan, or DJ Tempoe, shares how teamwork, cross-training, and clear communication with clients are key to curating the perfect mood for any event. Reviewer Cassandra shares her experience with Tempoe, where the whole team went above and beyond at her da...

Shear Bliss Hair Salon owner Lana Kurayeva has qualifications under her belt, being a board certified colorist with over a decade of experience. Despite this, the thing that keeps her customers coming back isn’t just her knowledge of hair care, but the way she shares that knowledge and listens to their wants. In this episode, hear from Lana as well as reviewer Jenn, who discusses all the factors t...

With friendly and attentive service, an eccentric selection of signature donuts, partnerships with other local businesses, and an expansive breakfast menu, Cranky Al’s is undoubtedly a staple of the Milwaukee area. Managed by Joey Carioti, the nephew of the original owners, Cranky Al’s has weathered the pandemic and successfully adapted to changing times. In this episode, hear from Joey and review...

This episode takes a look at the best advice shared on Behind the Review in its first year. Business owners talk about the stressors and reality of online reviews, and consumers share what makes them want to write a review. You’ll also hear how entrepreneurs handle critical reviews, and what they consider the key to a solid response. Reviews are a form of marketing, and engaging with those online...

Closet America is all about organization, beauty and joy. It’s what they do, and how they do it, and each department works together to create a memorable customer experience. With communication at the center of their success, owner Skip shares how they stay connected over the extended process from getting a quote, to the final installation day. Reviewer Rae shares what stood out most about her int...

After embarking on countless memorable trips together to Greece and Turkey, Rob van den Blink and two of his friends had the idea of bringing the Aegean dining experience to their home in Miami. This resulted in DOYA, a unique meze style restaurant in the heart of Wynwood. In this episode, you’ll hear from Rob as well as reviewer Joe, who discusses how Doya’s ambience, menu, and service have made...

According to Megan and Tom Gibbings, communication is the most important component of their successful veterinary practice. They’ve found it’s what sets them apart, and when there’s been a challenge or a sticking point, it boils down to a lapse or failure in communication. Patient Courtney shares what stood out to her about West Coast Animal Hospital, and what called her to write a review. She dri...

Three years in, Bird Bird Biscuit has never stopped trying to make their biscuit just a little bit better. And this is representative of how they approach everything. From the customer experience, down to the employee experience, owner Brian Batch explains that with a core value of “this is fun for us,’ it’s important that team members feel happy and supported; which ultimately translates to great...

What happens when two interior designers from opposite coasts merge somewhere in the middle? Adriele Graham and Elizabeth Berry, the duo behind interior design firm House Meraki, have been serving the Denver area since 2018. Over the years, they’ve established themselves as a client-driven firm and have adapted their practices to weather the pandemic. In this episode, hear about how Adriele and El...

Nestled in the crossroads of downtown Kansas City, Missouri, KC Wineworks is not your typical winery. Owner Lindsay Clausen takes advantage of the shop’s unique Midwestern location and multifaceted wines in order to create a welcoming, friendly wine tasting experience for customers of all experience levels. In this episode, Yelp reviewer Kristina discusses the atmosphere and customer service that...

Self development and lifelong learning is Josh Campbell’s key to success. Tune in to hear former guest, and owner of multi-million dollar HVAC company - Rescue Air Heating & Cooling share what leadership means to him, and how developing that leadership in yourself and your team can help your company grow exponentially. You’ll hear first hand advice, as well as a list of book recommendations that y...

Customer experiences aren’t always going to be five-star, but it’s what you do with those imperfect experiences that matters. Lush Nail Bar admits that in their industry, imperfections happen. In the case of reviewer Maegen, pointing out those imperfections is what led her to become such a loyal customer. The Lush team was grateful to Maegen for bringing her concerns to their attention, and they d...

When Alissa Bayer first opened Milk + Honey in downtown Austin, TX, she set out to prove that you can take great care of your employees and still be a profitable, successful company. By focusing on employees and making sure they’re happy, they will take care of your customers. And your customers can ensure your bottom line is profitable. Hear how the spa concept has grown into seven locations in T...