Online reputation management
Control what people find when they search your name.
Online reputation management (ORM) shapes what people see when they search your brand: page one of Google, reviews, Reddit, Quora, YouTube and ChatGPT. I run ORM for Masai School.
Fit
Who this is for.
Good fit
- Brands whose name search shows the wrong results.
- Companies with reviews but no request or reply process.
- Teams that want to know what ChatGPT says about them.
Not a fit
- You want reviews deleted or bought.
- You want a one-off cleanup with no upkeep.
- You expect page one to change in days.
Why a system
Most ORM is one workstream in five hats
ORM cannot make criticism vanish. It makes what people find accurate and easy to trust.
Most legitimate negative reviews cannot be removed.
A branded search is about ten slots. You can move the ones you own.
Assistants build reputation from the same public sources.
A cleanup without a monthly rhythm decays.
Deliverables
What you actually get.
Branded SERP audit
Every page-one result classified, with the gap to close.
Review system
Request workflow, timing and a reply library.
Owned-asset roadmap
Which assets to build, in which order.
AI answer baseline
What assistants say today, so drift is visible.
Monthly rhythm
The cadence that stops it decaying.
How it runs
The first month, step by step.
Something ships in two weeks. No long audit first.
Branded results logged out, review profiles, and what assistants say about you.
Weak owned pages, no review flow, or a hostile result. Fix one first.
A compliant review request flow, or the first owned page. Live and measured.
Owned share of page one, review velocity, reply time, AI answer baseline.
Rules
What this never involves.
NeverBuying or incentivising reviews
InsteadEarn velocity with a compliant request flow. Fake reviews breach platform policy.
NeverGating reviews by sentiment
InsteadAsk every customer the same way. Gating breaches Google policy.
NeverPromising removals
InsteadAppeal real policy breaches. Answer everything else.
NeverThin pages to push results down
InsteadBuild assets that deserve the slot.
What I do not promise
- Removing a negative review or result.
- A page-one slot by a set date.
- What an assistant will say about you.
Measurement
What actually moves
Each is measured against a baseline taken before any work starts.
- Owned share of page one
- Slots you control, logged out.
- Review velocity
- New reviews per month, not lifetime total.
- Response rate and time
- Share answered, and how fast.
- AI answer accuracy
- Re-checked every quarter.
Proof
Where this has been done.
First-party work, with the numbers on the case pages.
Creator in Residence and ORM
ORM on Quora, Reddit, Google and YouTube, one playbook per surface.
YouTube ORM at scale
Creator videos and the comment layer under them, run by one team.
Masai School in ChatGPT
A weekly check of which sources the engines cite.
Sparkling Sandset brand and SEO
A new brand to #1 for desert camp in Abu Dhabi.
Websites built for search
The owned stack starts with a site that ranks for your own name. I build those: Sparkling Sandset is 147 core pages and 177 articles, with me as sole builder.
Questions
Asked most.
Can you remove a negative Google review?
Only if it breaks Google's policies, and most honest complaints do not. The real removal process is an appeal, and anyone selling removal is selling an outcome they do not control.
How long does ORM take?
Review and reply metrics move within weeks. Page-one composition usually takes three to six months.
Is ORM different from SEO?
Same mechanics, different target. SEO wins visibility for what you sell. ORM shapes what appears for your name.
Does ORM change what AI assistants say?
Indirectly. Assistants draw on reviews, press and your pages, so fixing page one changes what they repeat.
Do we need this with no negative reviews?
Yes. Pages that hold your branded search take months to build, and you will not have months in a crisis.
Read on
Go deeper on any of it.
Read next
Case studies
Related
- YouTube ORMThe comment under a funded video is the review nobody moderates.
- Reddit marketingWhere criticism is specific and public.
- Quora marketingWhere an unanswered question becomes the answer.
- LinkedIn marketingThe employer-brand half.
- AEO serviceBe the source assistants quote.
- The AEO PlaybookThe framework, step by step.
- All servicesSEO, AEO, organic social, builds.
Next step
Search your own name. Tell me what you see.
Send the brand and what bothers you. The first reply says what I would fix first.