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Reputation Management Isn't Optional - It's a Growth Lever

Most business owners treat reviews like a nice-to-have.


But in reality, your Google rating is a lead conversion tool - and it ties directly to something most people don't even talk or know about: your Net Promoter Score.


Let's break down why staying in that 4.8 - 5.0 range matters, and how to use it to drive more revenue without spending a dime.


How to Get More Customers

First, What is Net Promoter Score (NPS)?

Net Promoter Score is a simple way to measure how likely your customers are to recommend/promote you to their family and friends.


You've probably seen the question before:


"On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?"


  • 9-10 = Promoters (these are your superfans)

  • 7-8 = Passives (they're satisfied, but not excited. They don't count for or against your score).

  • 0-6 = Detractors (Unhappy customers who might hurt your business).


Great businesses have an NPS of 70+ (Apple, Costco, or Tesla for example).


✅ So, how do you get an NPS of 70+?


NPS Formula = (% of Promoters) - (% of Detractors)


Let's say you survey 100 customers and get the following results:


  • 75 people score you a 9 or 10 → Promoters = 75%

  • 20 people score you a 7 or 8 → Passives = 20%

  • 5 people score you a 0 to 6 → Detractors = 5%


Now plug that into the formula:


NPS = 75% (Promoters) - 5% (Detractors) = 70


That gives you an NPS of 70 - the number you need to aim for.


So What Does That Have to Do with Google Reviews?


Everything.


Because your Google review score is a public reflection of your private NPS.


  • A 4.8 - 5.0 rating means most of your customers are Promoters.

  • A 4.3 or below? You've got Detractor problems - and new customers notice and often don't choose to visit your business.


People don't just read reviews - they sort by lowest first.


Even one or two 1-star reviews without a solid response can poison the well.


How to Stay in the 4.8 - 5.0 Range?


  1. Ask for reviews at the right time.

    Catch customers when they're happy. After a job well done, a finished service, or a compliment. Ask in person by text/email with a direct link.

  2. Make it dead simple.

    Don't just say, "Can you leave us a review?"

    Say: "Would you mind clicking this link and dropping a quick 5-Star Google review? It really helps us out."

  3. Respond to every review - especially the bad ones.

    Not only for the person who left it, but for the next 100 people who'll read it.

  4. Track internally.

    Create your own NPS-style check-in. Ask customers how their experience was before they leave. If it's anything less than excellent, fix it before they ever reach Google.


Reputation Management: The Bottom Line


In today's market, reputation is marketing.


You can't afford to let your rating slip - and if it's already dipped below 4.8 stars, it's time to go on offense.


Reputation management isn't damage control. It's a growth strategy.


If your marketing employee or agency tells you otherwise, they're wrong.


Want to Automate Review Requests + Boost NPS?


We build simple, effective systems that help local businesses get more 5-star reviews and turn customers into promoters.


Let's fix your rating and turn your reputation into revenue.



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