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 subtly showing their customers the power of online reviews. Ali Schwartz Meserole Sound Learn more abo...
May 05, 2022•25 min•Season 1Ep. 65
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 sale. Reviewer Amber P. shares how Auto House became her family’s first choice for their auto needs. ...
Apr 28, 2022•31 min•Season 1Ep. 64
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 end of this conversation. Cali BBQ Ali Schwartz Meserole Sound Learn more about your ad choices. Vi...
Apr 21, 2022•1 hr 4 min•Season 1Ep. 63
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 reviewer Samantha loves most in this unique episode where we chat with reviewer and owner together. Lea...
Apr 14, 2022•36 min•Season 1Ep. 62
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 consumers about how to engage with your online presence and build a strategy that reflects your business. Al...
Apr 07, 2022•21 min•Season 1Ep. 61
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 Italian meal amidst a relatively touristy location, and what made it stand out. Paluca Trattoria Ali Sc...
Mar 31, 2022•30 min•Season 1Ep. 60
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 customer service, increase sales and pinpoint problems that are costing you money. Jeff Toister Ali Schwa...
Mar 24, 2022•31 min•Season 1Ep. 59
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 shares her memorable dining experience at and what left her longing to return to this Claremont staple. L...
Mar 17, 2022•18 min•Season 1Ep. 58
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 tiny apartment in Austin to a full-fledged bakery, and the lessons he learned along the way. Paper R...
Mar 10, 2022•27 min•Season 1Ep. 57
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 guidance wasn’t towards the most expensive product, but the product that suited her needs. Alpenglow...
Mar 03, 2022•19 min•Season 1Ep. 56
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 relationships is crucial for any business. We’ll also hear from Karen on what stood out working with Brad. Learn...
Feb 10, 2022•24 min•Season 1Ep. 55
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, about her experience as a moviegoer during the pandemic. Music Box Theatre Ali Schwartz Meserole S...
Feb 03, 2022•20 min•Season 1Ep. 54
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 daughter’s 16th birthday party. Tempoe Entertainment DJs Ali Schwartz Meserole Sound Our sponsor: Near...
Jan 27, 2022•22 min•Season 1Ep. 53
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 that made her very first hair coloring experience a successful one and what kept her coming back. She...
Jan 20, 2022•21 min•Season 1Ep. 52
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 reviewer Chadrick about what makes this small local business special and how it continues to thrive. Learn...
Jan 13, 2022•25 min•Season 1Ep. 51
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 reviews is a great way to reflect your customer service practices and humanize your brand. Ali Schwa...
Dec 16, 2021•16 min•Season 1Ep. 50
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 interactions with the company, and how her life has improved since hiring their services. Closet Americ...
Dec 09, 2021•23 min•Season 1Ep. 49
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 him a regular at the restaurant. DOYA Ali Schwartz Meserole Sound Learn more about your ad choices. ...
Dec 02, 2021•24 min•Season 1Ep. 48
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 drives hours to West Coast, but that’s the unparalleled trust that’s been instilled by the team. West C...
Nov 18, 2021•23 min•Season 1Ep. 47
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 consumer experiences as well. Like reviewer Casey who can’t say enough about the business. Bird Bir...
Nov 11, 2021•24 min•Season 1Ep. 46
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 Elizabeth helped reviewer Jéssica make the most out of her rental bedroom...entirely virtually. Learn ...
Nov 04, 2021•26 min•Season 1Ep. 45
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 has made her a WineWorks regular. Learn more about your ad choices. Visit megaphone.fm/adchoices...
Oct 28, 2021•19 min•Season 1Ep. 44
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 you can leverage to further your own leadership. Rescue Air Heating and Cooling Ali Schwartz Mese...
Oct 21, 2021•24 min•Season 1Ep. 43
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 did everything they could to turn the experience around. Learn more about your ad choices. Visit mega...
Oct 14, 2021•17 min•Season 1Ep. 42
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 Texas and Los Angeles, and how Milk + Honey creates memorable experiences for customers like Melissa....
Oct 07, 2021•26 min•Season 1Ep. 41
Brick 3 Pizza has a lot of repeat business, and it’s not simply the fresh ingredients or the friendly faces that keeps customers coming back. It’s the consistency in both the food quality and the customer service. Reviewer Daniela shares what made Brick 3 stand out for her, and how it’s become her favorite pizza place in the city, hands down. Owner Demetri shares the secret behind making food your customers want to eat 6 days a week and managing a staff that welcomes customers in like family. Br...
Sep 30, 2021•24 min•Season 1Ep. 40
A quality product is important, especially when it comes to a New York bagel. But even with the best flavor, customer service is still key. In this episode, Vadim Nayman, owner of Bagel Master, shares how he believes he can solve any problem without saying no to his customers. He also shares the inside scoop on using social media to stay top of mind. Reviewer Karen shares her experience with the business and what made her keep coming back for over 20 years ago. Learn more about your ad choices. ...
Sep 23, 2021•23 min•Season 1Ep. 39
Jeff Toister is an author, consultant and trainer who helps companies develop customer focused cultures. In this conversation he shares ways that business owners can glean insights and learnings from their online reviews, as well as best practices for responding and engaging with reviews. Discover the true impact of critical reviews on your online reputation, and how to play an active role in the conversation. Learn more about your ad choices. Visit megaphone.fm/adchoices...
Sep 16, 2021•34 min•Season 1Ep. 38
Perfect Pizza’s Tashia Robinson shares the elements—consistency, customer service, and community— that make her franchise a success. Perfect Pizza Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices
Sep 09, 2021•25 min•Season 1Ep. 37
Keene Addington shares his journey from selling his established restaurant chain to returning to his restaurateur roots by founding Tortoise Supper Club, a family-owned restaurant located in downtown Chicago. Tortoise Supper Club Ali Schwartz Meserole Sound : Learn more about your ad choices. Visit megaphone.fm/adchoices...
Sep 02, 2021•29 min•Season 1Ep. 36
