Practical ideas for local businesses on reviews, reputation, and building trust with customers.
The gap between a "happy customer" and a "5-star review" is exactly 3 seconds. If it takes longer than that, you've already lost them. Most business owners think they have a "service problem" because their review count is low. In reality, they have a Friction Problem.
Most customers who say they'll leave a review genuinely intend to do so. Yet when business owners check later, the review often never appears. This gap is usually attributed to forgetfulness, but that explanation overlooks what actually breaks down.
Most local businesses don't have a service problem. They do the work properly. People leave satisfied. But the intention to leave a review is fragile—and small obstacles can make it fade.
