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Manage My Reviews
Tom James
The Review Response Expert

“WE GUARANTEE IT”

GET BETTER ONLINE REVIEWS

Increase return business

Improve Your Star Ratings

Take advantage of the methods the most successful restaurants are using right now to respond to their online reviews and turn reviews into relationships!

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Used by dozens of restaurants, including:

How You Can Get Better REviews and more repeat business

It’s easy!

The secret isn’t in “reputation management.” Read below to learn why.

I can tell you from responding to thousands of online restaurant reviews that most people write good reviews. What few bad reviews you get probably aren’t going to sink you, but how you respond to the bad and good reviews can certainly float you higher.  So all those companies selling “reputation management” services that alert you when something is wrong are really just selling scare tactics. What you really need is online customer relationship management. Let me explain.

Alerting you to negative reviews is just the tip of the iceberg. 

Even if you had the time to be sitting in front of your computer responding to reviews, you shouldn’t be the one doing it. You take the reviews too personally. You get mad, defensive and probably are a hot head needing to prove you are right and the complaining customer is wrong. 

Well, that’s the wrong approach, and besides, YOU DON’T HAVE THE TIME!

You can never go wrong with being kind, respectful and timely. I can’t tell you the number of times I’ve quickly responded to a POSITIVE review to have the reviewer THANK US for the comments and pledge to return soon. That’s what review management is about. Getting the vast majority of people who are happy with your product and service to feel a personal connection with your restaurant so they come back more often!

Sure there is the occasional negative review by someone who’s usually venting anger for the moment. When you respond with kindness, more often than not, the reviewer APOLOGIZES and REVISES THE REVIEW.

Now consider this: because Yelp shows reviews in 1/2 star increments, a restaurant whose reviews average 3.74 stars is displayed as a 3.5 star rating, while one who averages ever-so-slightly more, at 3.76  is shown as a 4 star rating! Lifting your average star rating as little as 2/100ths of a point can display as much as a half-star better to the public! A study by Yelp shows that a half star increase results in 19% more reservations. So as little as .02 of a point increase in average review scores make a huge impact on your revenues! That’s why every review counts and if you can get a couple bad ratings improved or removed, that can make all the difference.

 

indtroducing

OVERALL REVIEWS

THE EXPERTS IN HANDLING ONLINE RESTAURANT REVIEWS.

The idea behind Overall Reviews is simple. WE MONITOR AND RESPOND TO ALL YOUR REVIEWS in way that will bring you more repeat business, raise your star rating AND SAVE YOU TONS OF STRESS AND TIME! 

Have questions about review management? Talk directly to Overall Reviews Founder, Tom James

book a time to talk

HOW WE DO IT

our secrets to success

BE KIND

WE DON’T ARGUE. We politely set the record straight when opinions are stated as facts. We have no ego associated with the review. Our main goal is to make people who write negative reviews either remove them, upgrade them, and come back to give the restaurant another try; and people who write good reviews to be even more amazed at how nice we are and come back more often.

BE DILLIGENT

People tend to jump on a bad review and respond–having to prove they are right. I always jump on a good review and respond as quickly as possible. It keeps the customer’s feel good feeling going. On the other hand, I always wait a day to respond to bad reviews. I’ve learned that the customer has to settle down and get reasonable before he or she will CHANGE THE REVIEW ON THEIR OWN. 

BE HUMAN

HERE’S ONE OF OUR ALGORITHMS. HER NAME IS SUSAN! We use real people to answer our reviews, often grandmas. Yes, grandmas. They use judgement, empathy and good manners when responding to reviews, as opposed to you who always has to be right and takes comments personally. Trust me, you aren’t the right person to answer your own reviews. Grandmas are. It works!

YES! I’M INTERESTED…BUT I HAVE SOME QUESTIONS

Naturally, you may wonder how we can get it so right for so many different restaurants, how we answer specific questions about your restaurant what about if you want to respond, etc.

Call Me With Any Questions

Here are a few examples how real customers react to our responses!

REAL TESTIMONIALS FROM SUCCESSFUL RESTAURANTS

OUR SERVICE DOES NOT JUST SUPPLY STRATEGY OR ANALYTICS. WE ACTUALLY GET IN THERE AND ANSWER THE REVIEWS–WE DO THE ACTUAL WORK!

 


							
							

Tom and his team have been handling our reviews for three years and it’s been great. I can’t tell you the number of times customers thank us for responding to their review and they almost always say they will return soon!

Steven C. Owner, Sweet Maple. San Francisco, CA

It takes so much stress out of my day. I used to dread answering reviews. Tom always says the perfect response–exactly as I would have and even better!

Tara E. Owner, Tara's Organic Ice Cream. Berkeley, CA

It’s great having all the reviews handled and especially seeing the report each month showing how they compare to previous months and other competitors. It’s very helpful!

Wes R. Owner, WesBurger 'N' More. San Francisco, CA