The battle for your brand's credibility is fought in the digital realm, where reputation can make or break your business overnight. Scott Bradley and DJ Sprague, the self-proclaimed "Reputation Kings" from Utah, dive deep into the often misunderstood world of online reviews, ratings, and reputation management that impacts every business with an internet presence.
These seasoned experts reveal the critical difference between open review platforms (where anyone can post) versus verified platforms that only allow genuine customers to share feedback. This distinction becomes increasingly vital as AI technology advances, potentially flooding the internet with convincingly fake reviews. Their solution? A strategic approach that distributes authentic customer feedback across multiple platforms, creating a consistent positive presence throughout the web.
The conversation takes a surprising turn when they explain how negative reviews, when handled properly, can become your most valuable asset. Scott shares that he personally responds to every one or two-star review as CEO—a practice that signals to potential customers that your business genuinely cares about the customer experience. "One review that you've replied to that's one star with empathy is worth 100 five-star reviews all day long," Scott explains, challenging conventional wisdom about online feedback.
For small businesses without the instant recognition of major brands, reputation management isn't just important—it's everything. Without decades of built brand equity, your online reputation effectively serves as your social proof, the digital equivalent of word-of-mouth recommendations. The Reputation Kings provide a roadmap for businesses of any size to take control of their digital narrative through intentional, systematic processes that reflect their true customer satisfaction.
Ready to transform how customers perceive your brand online? Visit reputationking.com for a free digital and audio copy of their book, and discover how to become the undisputed reputation king in your space.
Thanks for tuning in to this episode of Follow The Brand! We hope you enjoyed learning about the latest marketing trends and strategies in Personal Branding, Business and Career Development, Financial Empowerment, Technology Innovation, and Executive Presence. To keep up with the latest insights and updates from us, be sure to follow us at 5starbdm.com. See you next time on Follow The Brand!
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Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:02):
I want to welcome everybody to the Follow Brand
Podcast.
This is your host, grantMcGaugh.
We're going to take it out westa little bit.
These guys come from Utah.
I'm told they come from Utah.
They haven't told me they'refrom Utah, but I found out doing
my own research and lookingaround.
Like these guys are a coupleguys from Utah.
I love that fact.
Now I am in Omaha, nebraskaright now.
(00:24):
I've been in Miami, florida fora long period of time then in
the islands, in St Croix, virginIslands, but I came back to my
hometown in Omaha, nebraska, andI think I'm attracting people
from Utah.
I think that must be what'swhat's going on.
Utah has a great reputation forhaving reputation kings, for
having reputation kings, I amtold.
(00:44):
Now I can't verify that fact,so we're going to have Scott and
DJ kind of give us a little bitof an overview of themselves
and bring some light.
Are there reputation kings inUtah?
I don't know.
Speaker 2 (01:02):
Yeah, so are there reputation kings?
Any brand that owns theironline reputation in organic and
paid search becomes areputation king.
So if you do a search forABCcom, for example or is ABCcom
legit, or is ABCcom worth it,et cetera which are very common
(01:24):
search terms you can look atyour own Google Analytics and
see just how many people lookfor those kinds of search terms.
Why?
Because people want to makesure they're doing business with
a reputable brand, and sothey're going to look is this
company legit, are they worth it?
And again, your Google SearchConsole will tell you how many
(01:46):
people are looking for thatsearch term every month.
So the way you want to become areputation king is to own the
organic and paid search resultsfor your brand.
Speaker 1 (01:56):
I like that.
Now Scott, does that hold water?
Is DJ speaking a truth that you, you adhere to?
Speaker 3 (02:04):
yeah for sure.
Um, that's why we wrote thebook reputation king.
Um, I don't know if you can seethat, but we we've been in the
well.
Me personally, I've been in thereputation space for 15 years
and dj joined about five yearsago, but before.
(02:25):
The reason why we work togetheris because when we met, dj had
actually started writing a bookabout online reputation and we
just happened to meet togetherfor a lunch meeting and we're
like this is crazy.
We're like probably two of theonly people in the world that
(02:46):
are this excited about onlinereputation and ratings and
reviews and we're like we haveto work together.
There's too much in common herefor us to not be able to put
our superpowers together andhelp businesses to really take
advantage of their reputationonline.
Speaker 1 (03:06):
This is so important your online reputation.
Today I've told my audienceover and over again search and
social are king.
If you cannot be found bysomeone doing a Google search
and getting a good narrativeabout who you are and what you
do.
You have a problem.
(03:28):
Now you solve even anotherproblem.
You might be able to get to,let's say, this five-star BDM or
it's the Follow the Brandpodcast and it comes up, but
then you start seeing all thesenegative, negative reviews.
That's something you guys areexperts at.
But I'm going to start withthis question because I love
things around the personal brand, and that starts with
leadership, meaning you bothhave influenced the buying
(03:51):
decisions of millions of people.
I want to know what did youhave to unlearn to lead
effectively at that level ofscale?
Scott you want to start withthat one.
Speaker 3 (04:09):
But I have to unlearn .
I had to make a lot of mistakes.
I've built over 40 differentsoftware products in my career
and I guess I had to take out mypersonal pride to some degree
Sometimes.
Sometimes you're when you buildsomething as a business owner,
(04:31):
you want to and you start to,you know, put your time and
resources into it.
You, even when warning signsare going off that it's a bad
idea, you're still like I'm allin, I'm just going to keep
digging this hole until I can'tget out of it.
So I think I've had to.
There's been several times inmy career where I've had to eat
(04:53):
humble pie, take a loss and justdig myself back out of that
hole because the idea justdidn't.
It wasn't a winner, right.
So I don't know if it'sunlearning, but it's having the
humility and and the theforesight to know when it when
(05:15):
an idea isn't worth pursuing.
I guess that would be somethingI've learned.
Speaker 1 (05:20):
No, no, no, that's something you know.
These are important leadership,I would say leadership
experiences that we have to haveBecause, again, you are
influencing a lot of buyingdecisions and on the backside,
people want to know why you dowhat you do.
I want to have now DJ give histwo cents on that.
(05:40):
What do you got to say aboutthat?
Speaker 2 (05:43):
It's a really provocative question for one
Grant, but starting out in myvery early days of
entrepreneurialism, I was 20years old, in college broke but
I wanted to start a limousinebusiness and I started that
business on a handshake and a$20 loan, believe it or not and
I learned that price is not thedriving factor.
(06:05):
I was in a luxury limousinebusiness service and I first
thought the learned would be thelowest price.
What I had to unlearn is thatprice doesn't matter.
Service matters and what peoplewant is the experience.
And if you can deliver asuperior service and experience
that's memorable, that is goingto be spread through word of
(06:28):
mouth, then you can charge more,make more, have a lower
customer acquisition and ahigher customer retention or
lifetime value.
So I charged more, but Iprovided a superior service that
costs almost nothing.
The service quality costsalmost nothing, but the
experience that the peopleremembered and talked about was
(06:49):
superior and that's what grew mybusiness.
Speaker 1 (06:52):
I like that.
I like exactly what you saidthere.
I mean, you know, we weretalking about bringing both on
and into the Follow the Brandpodcast and you wanted me to
take a look at your book and yousaid you would send it to me.
I said, all right, great, sendme the book.
And it came in this beautifulpackaging.
I had no idea it was a bookactually, and I opened it up and
(07:13):
a million-dollar bill jumpedout of it.
It was golden, it was justbeautiful.
I was like, oh my God, I'mlooking at the book, right, and
the book is very, very nice.
But this shows me that you areat a premium brand and you've
done this before.
You know how to get that wowfactor in order for somebody
that doesn't know you very wellwhen it comes to your
(07:34):
credibility or your reputation.
Now, we both know that you'vebuilt software to scale and in
order to do that, you have tohave trust.
But reputation starts at ahuman level.
I want to ask you this what arethe unseen habits that protect
your personal credibility, evenwhen no one else is watching?
(07:57):
I wasn't watching you guys putthis package together and send
it to me, but what is, what,would you say your unseen habits
are in building your ownreputation.
Speaker 2 (08:09):
Thinking about what other people want empathy,
sympathy, putting yourself intheir shoes, seeing the world
through their lens, throughtheir own life and delivering
something that would provide awow factor.
So Scott and I sat down andstarted to really blueprint this
book.
It was always well, what if wedid this?
(08:35):
What if we did that?
What if we added this?
What if we did this?
So, at every step, from thebinding, to the paper quality,
to the embossing, to the fullcolor images, to the packaging,
to the free little things you'dnever expect in a book, like a
gold million dollar bill and apair of embossed socks, etc.
It was always what can we do toadd the extra wow factor?
Because that is what getsremembered.
(08:57):
As you said, from the beginningyou didn't expect anything like
this.
You knew you were getting abook, but it was a wow
experience, correct?
Speaker 1 (09:05):
Absolutely 100%.
Brought it up when we first gotto talking backstage and that I
was truly appreciative.
This was a differentiator,without question, scott, what do
you think about that?
Speaker 3 (09:20):
So, along with what DJ said, I think the more value
you can add to a transaction,the better.
And one thing that DJ didn'tsay about his limousine business
the way that he added value andhe said it didn't cost anything
.
Well, what he did was hedressed like the old-fashioned
limousine drivers, where theywore the full suit with the vest
(09:43):
underneath and he had thelimousine drivers where they
wore the full suit with the vestunderneath and he had the
limousine cap.
He had a red carpet that hewould roll out when they got out
of the limousine and as soon asthey left, he would go and he
would freshen everything up.
He had crystal glasses andchampagne to the nines.
(10:04):
Those things didn't cost verymuch, but the experience blew
everyone away and people can dothat in their businesses.
They just have to think outsidethe box a little bit.
That the extra, the little bitextra that you can, that you add
, when you add something ofvalue, costs very little but it
has a huge impact and peoplereally miss that.
(10:27):
When it comes to e-commerce,there's a lot of things you can
do.
One of the things that we do inShopper Approved, which we run
a rating and review company, soyou know, adding star ratings
next to your products is one waythat you can really add value
and trust.
But I the other thing I wouldsay is integrity really matters
(10:53):
because if you, you, you have tobe the same person outside of
your business as you are in yourbusiness.
You have to make your customershave to know that they can
trust your word, and that goes ahuge way with building
relationships A hundred percent.
Speaker 1 (11:11):
You guys both nailed that.
Now I want to.
You know, you talk about thereputation.
King man, I want to get a limoride, you know, from Deezer Sure
.
Speaker 2 (11:20):
So, coincidentally, my limousine company was called
Five Star Limousine, of course,and that was way back in 1981,
way before I was in the reviewbusiness.
But I knew Five Star meantsomething and I wanted the brand
to live up to that name, thatbrand.
So the brand represented theservice.
(11:40):
The name represented exactlywhat they were going to get,
represented the service.
The name represented exactlywhat they were going to get.
And I always thought constantlywhat can I do to make sure I
deliver a five-star experienceevery single time?
And one other thing I did was Itook a Polaroid picture of the
clients on the red carpet infront of the limousine and I
give that to them at the end ofthe night.
And that was just the extralittle thing.
(12:02):
And then they would share thatwith their friends, right?
So the end of the night, andthat was just the extra little
thing, and then they would sharethat with their friends, right.
So again, word of mouth I neverhad to advertise because I got
enough business through referraland word of mouth and it was a
great business model.
Speaker 1 (12:14):
No question, and you lived up to it.
How many times have we boughtsomething or got a service and
you were underwhelmed?
You were just underwhelmed.
I'm going to pick on the foodindustry just a little bit,
because I sit there and I watchthis commercial on this
perfectly made hamburger.
It's just perfect, it's justmouth-watering.
(12:34):
And then I go to the restaurantand I order the same bad
hamburger and I look at it likeno, this is not what I was
looking for.
This looks very plain throwntogether just did not have a
five-star appeal at all.
But I digress.
I want to know this becausemany leaders they talk about
(12:56):
reviews, they talk about starsto DJ's point, but you guys, you
talk about influence.
What's the deeper story behindReputation Kings Meaning?
How did the brand itself earnits lofty crown?
Speaker 3 (13:15):
Nice.
So one thing is you know, Isaid integrity right You've got
to live what you preach.
Well, a few years ago, werealized that we didn't have
like internally, we did amazingthings for our customers, but
externally we didn't have theratings and reviews online that
(13:40):
reflected that experience thatcustomers would have.
And so we actually started togo and have our customers leave
reviews on multiple differentreview platforms and over time,
we became the number one mosttrusted, highest rated review
platform in the world, and it'sjust a matter of paying
(14:04):
attention right, payingattention to what you're doing
online, because there are a lotof review platforms there that
anyone can go leave a review on,and a lot of times we call
these open review platforms, anda lot of times what will happen
is when review platforms, and alot of times what will happen
is when somebody is upset,they'll go and leave a review
(14:24):
almost like a complaint reallyon these different open review
platforms because they want toget their frustrations out
against the company.
Well, the problem is, companieshave no control over this, and
so, over time, these bad reviewsstart adding up on these
third-party sites and and itlooked like you're a bad company
(14:45):
when in reality, you're areally good company, but you
have a few clients that mighthave had a bad experience, that
are complaining, and so andthose complaints look really
loud.
Because when you're upset, whatdo you do?
You go and complain.
When you're happy, you don't.
You don't do anything.
So it's this weird thing thathappens online.
(15:08):
So you have to overcome that byactively promoting your
reputation, getting yourcustomers out there.
So all we did was just directour happy customers like hey,
why don't you go leave a reviewover here?
We didn't incentivize them oranything, but what happened is,
over time, our reputationnormalized at what our true
(15:29):
reputation was, and that's howwe became the number one, most
trusted and highest rated reviewplatform.
Speaker 1 (15:38):
And I tell you and I read the first couple of
chapters in your book and youbrought that out and I
understood exactly what you'resaying about open reviews and
then there's verified reviews.
But you have a technique and atactic, and that here's the
thing that caught my attention.
You have these companies youcan't control it or people that
(16:02):
are just, you know, putting outnegative reviews, but they're
incented to collect thesereviews, right, and then have
them like rank up on googlebecause they say, hey, these
guys are, were terrible.
But then you're a company, yougotta go like, hey, I gotta get
these things off here, so then.
So then you contact them andsay, well, yeah, we could take
them up for a fee.
So their incentive to get thesenegative reviews, how do you
(16:25):
pay for them to take them off?
You go like, hey, we have adifferent system that's going to
help you.
So, dj, am I right in what I'mreferring to?
Speaker 2 (16:35):
You're correct, grant .
Yes, so these open reviewplatforms will literally create
a business profile for yourcompany, even if you didn't ask
for it for the sole purpose ofcollecting reviews on your brand
.
And they know statisticallythat it's going to be the upset
customers that do that in droves, unless the happy customers are
(16:59):
invited and it's easy to leavea positive review.
But because they're not invited, because it's this overview
platform, it's not invitinganybody, it's just people that
are upset, looking for a placeto be heard, they leave a review
and then, of course, the brand,like you said, will contact
that company and say hey, whatcan I do here?
Well, for thousands of dollarsor hundreds of dollars a month,
(17:22):
we can help you.
It's mafia tactics, right?
Your building won't burn downif you buy fire insurance.
Speaker 1 (17:29):
Exactly.
Speaker 2 (17:30):
Right.
So you know, it's the oldesttrick in the book.
What we do is we collectreviews from every single
customer do is we collectreviews from every single
customer.
So, upon checkout, they'reasked to leave a review for the
brand or the store what we callstore ratings and then, once
they receive the product,they're asked to leave a product
review and a video review.
(17:51):
Their video reviews go toYouTube, product reviews go to
Google, bing, et cetera sort ofthe seller or store ratings and
those are search optimized toshow up in your organic and paid
search results.
They show up in your GoogleShopping, your paid ads, your
organic search results, etcetera.
And what we also do, grant, iswe will send a percentage of
(18:13):
those reviews to other reviewplatforms like Trustpilot,
sitejabber, reseller Ratings,etc.
So that, as Scott said, itequalizes your reviews across
the web.
So now you're going to getreviews on all of the open
review platforms and shopperapproved and they're going to be
(18:33):
mostly positive reviews.
Why?
Because most people are happy.
If they weren't, you wouldn'tbe in business.
You wouldn't exist if mostpeople were not happy.
But because most people arehappy and you make it easy to
leave a review, they will leavea positive review.
Why?
Because they had a goodexperience by and large, right.
So now you're going to go froma 1.2 to a 4.6, 4.7, etc.
(18:57):
But not just on one platform,across multiple platforms.
And that's the essence ofbecoming a reputation king,
because we call it the trifecta.
When people do a search forisabccom legit, they're going to
look at multiple reviewplatforms, not just one.
They'll look at two, three, four, because they want to make sure
(19:17):
that you're not gaming thesystem.
They want to make sure thatyou're not gaming the system.
They want to make sure thatit's across multiple review
sites, not just one, becausepeople are inherently what
Skeptical, inherently thinksomehow you're gaming this thing
, somehow you're paying somebodyto do something, bury negative
reviews or boost up the positivereviews.
So when they see a 4.3, 4.5,say, for example, average review
(19:43):
across multiple platforms, theycan say, oh, this is a
legitimate company.
But if they see a 4.9 on oneand a 2.1 on another, what are
they going to think?
Yeah, something's wrong, right?
So the idea is to make surethat you're sending reviews
across multiple platforms.
Now again, they're not beingpaid, they're not being
manipulated, nothing's beingburied, nothing's being
(20:04):
artificially enhanced, it's justthe natural algorithm of
sending positive reviews acrossthe Web and nothing is
manipulated, nothing's paid for,nothing's gained, and that is
reputation management.
That is the essence of becominga reputation king.
Speaker 1 (20:21):
Without question.
I love that, and I do thattoward the end of most of my
podcast interviews because inthe moment, once you've had the
experience, you've had theservice, you should be able to
give a very realistic review ofwhat you just went through right
, and no time like the presentbecause then no other
experiences have not gotten inthe way.
(20:42):
So it becomes very factual, andI love the intentionality of it
all.
I don't think that's whathappens, because if you're
intentional about then giving areview, you look back, you see
what you've done, you areconfident about what you've
delivered as a service, so youknow it's going to be a
five-star review, most likelybecause you've delivered as a
service.
So you know it's going to be afive-star review, most likely
because you've done the goodwork right, and if you did drop
(21:02):
the ball, they could tell youthat right then and there you
can correct it.
So that's a great tactic.
I love the process and theframework that you come together
.
Now here's the question.
I'm sure the audience out thereare going to want to know the
answer to this.
When you think back to, like aclient crisis meaning the moment
where the brand's reputationwas on the brink they're getting
(21:25):
all these negative reviews,they're not sure what to do.
I want to understand what isyour team's first move.
And then, what did that teachyou about brand resilience over
time?
We're going to take that overto Scott.
Speaker 3 (21:43):
Say that one more time.
Speaker 1 (21:45):
So what I want to understand is like, you've got a
client.
Currently they come to you,they're in crisis, their
reputation's in shambles, right.
What is the first thing thatyou're going to do?
And then, what did that teachyour team about resilience?
Because I'm sure it wasn'tovernight that you saw their
problem.
Speaker 3 (22:04):
Right.
So usually, when a companycomes to us and they they have a
reputation problem, it'susually because they're not
actively asking the clients forreviews, and that's, I would say
, nine out of 10 times.
That's the first problem thatwe have to solve is just ask.
(22:26):
We have to make sure that weask every single one of their
customers to leave a review, andif we do that, then what?
Like what DJ was saying, mostcustomers are going to be happy
and so they're naturally goingto leave a positive view.
So that's going to solve theproblem their reputation problem
guaranteed over time, rightOnce you start actively asking
(22:47):
them.
Now there is another aspect ofreputation online and that is
behavioral design, right,psychology the way that people
perceive your brand based on howyou look, and that often comes
down to their website, andthere's things that they can
change on their website to makeit more trustworthy, more
(23:10):
credible and ultimately increasesales, right?
So a lot of times, we'll noticesome of the things that they're
doing wrong and we'll give themsuggestions on how they can
improve those things, and a lotof times, that helps to increase
their trust in their overallsales as well.
Speaker 1 (23:29):
That's interesting, Jeff DJ, you want to jump in on
that?
Speaker 2 (23:33):
Yeah, I was going to say that there's other things
you can do as well, and one isto respond to those negative
reviews, and a lot of timespeople want to run and hide and
pretend they don't exist.
But the reality is most peoplelook at negative reviews why.
They want to see how bad is bad.
Was the product completely justa joke, or did it arrive two
(23:56):
days late?
Or was the outside packagingdamaged but the inside packaging
was fine.
A lot of times people willleave a terrible review because
the product was supposed toarrive on Thursday and it came
Friday.
That's completely out of thebrand's control, but they leave
a terrible review.
So if you respond to thatreview and say, well, gee, we're
sorry it arrived a day late,but here's 10% off coupon on
(24:22):
your next purchase, or what haveyou, people will see that A the
brand is listening, becausewhat they don't want is a brand
that is deaf, they're notlistening to the consumer.
If they're listening, they'reresponding and they're dealing
with that customer complaint,then customers are really
confident in that brand.
If they ignore those negativereviews, then they lose
(24:44):
confidence.
Number two is make sure thatyou're getting reviews on
multiple platforms, not just one, as we talked about before.
We have a mechanism that allowsyou to distribute reviews
across the web, not just on oneplatform, because sometimes
people have a favorite.
They'll go to, let's say, yelpfor restaurants, they'll go to
(25:04):
Dealer Raider for cardealerships, etc.
There's specialty platforms orthey just, for whatever reason,
like a particular reviewplatform.
Make sure you're gettingreviews across the web, make
sure you're responding to thosereviews, positive and negative.
And if it's a negative reviewlittle inside trick don't
mention the product name or thebrand name.
(25:25):
If it's a positive review,mention the product and the
brand name.
Little SEO trick, right, butthose are nuances that we talked
about in the book.
There's a lot of nuances to onthe book.
There's a lot of nuances.
But just think about how is theconsumer perceiving me online?
Am I not listening?
Am I listening?
(25:45):
Am I responsive?
Am I empathetic?
We have seen people respond toreviews calling out their
customer.
You, lane idiot.
What are you thinking?
I mean, honestly, we've seenthese review responses and the
brand is calling out thecustomer.
Now who wants to deal with acompany that does that to their
customers?
Because they're upset?
(26:05):
You have to have empathy.
Speaker 3 (26:09):
My favorite one that we ever saw one of the companies
replied to their customer.
He said Carl, you ignorant tool.
That's how the review starts.
Speaker 1 (26:21):
That's not going to get it done.
Speaker 3 (26:23):
You know, I mean maybe it does get it done.
Speaker 1 (26:25):
You don't want them to buy from you again.
That's one way of doing itright.
But then you said, are thepeople going to see that?
And people are like, ah, youknow, obviously this is not
somebody, maybe a company I wantto do business with, because
they think this is the way torespond.
Got to be careful about how youthe perception is reality.
We learned that in sales,one-on-one perception is the
(26:46):
reality and you have to managethat perception of who you are
and what you do.
Now we've got another bigelephant in the room.
Now you guys are big intoe-commerce, the digital reality
world.
They're big into e-commerce,the digital reality world, and
we've seen a lot of shift inshopping, right from physical
(27:06):
shopping to digital shopping.
Everybody, you know, becauseit's easier.
It's the ease of use, you know,and people like that type of
automation that's taking place.
Now, with that word automation,how do you balance automation
with authenticity now in theworld of AI, fake reviews and
digital noise?
Speaker 3 (27:29):
What do you think about that?
Yeah, so, like you, like wekind of mentioned earlier,
there's two different types ofreview platforms.
There's open review platforms,where anyone can leave a review.
There's open review platformswhere anyone can leave a review,
and then there's verifiedreview platforms, where only
actual buyers of a product havethe ability to leave a review.
I think that open reviewplatforms are going to have a
big problem coming up with AI,because AI can sound just like a
(27:53):
real person.
So the only way you're going tobe able to know that a review is
real is if somebody actuallygoes through and makes an actual
purchase and then leaves areview afterwards, because
you'll know that that's a realperson that made that and
especially like we havetechnology so that we know the
order number, we know the dateit was purchased, what they
(28:14):
bought, so we can authenticatethat that's a real person that
made that purchase.
That makes the reviews authentic.
So I think that's one way.
Another thing that will helpconsumers as far as AI goes is
AI can go through a large numberof reviews or content very
quickly and it can createsentiment, and you've kind of
(28:37):
seen this on Amazon.
They're doing it, where if youlook at a product and they'll
give you like a paragraph kindof highlighting the pros and
cons and what customers aresaying in general about that
thing.
I think AI can help makedecision making faster and
easier and taking social proofand condensing it even more so
(28:59):
we can make easier and fasterdecisions.
So I think that's a positiveside.
But the negative is definitelythe risks on the open review
platforms for AI to come in andcreate fake reviews.
Speaker 1 (29:12):
Damage it.
I mean, maybe that damages thatwhole open review process.
I don't know.
What do you think, dj?
Yeah.
Speaker 2 (29:18):
I agree with Scott.
The other thing you have to beaware of is that there's a lot
of review platforms that allowyou to automate a response to
the review.
Well, that's the opposite ofauthentic and transparent.
It runs the risk of soundingvery mechanical and, in fact, if
you look at these responses,you'll see a pattern.
(29:40):
They will rotate about 10different automated responses
and you can see the patterns.
Oh, there's that one.
Oh, there's that one, there'sthat one.
It's not authentic, it's nothumanized and the consumer can
see that.
It sounds very mechanical.
And if you really want to createan impact and you really want
(30:02):
to be a reputation leader inyour space, write the review
response, personalize it.
Hey Grant, thank you very muchfor leaving your 4.2 star review
for ABC product.
We're glad that you like thisattribute of the product and we
look forward to doing businesswith you again.
Right, so now that sounds likeyou know me, you know what I
(30:25):
bought, you know my star rating,you're calling me out by name
and it sounds authentic andgenuine and that's what people
want.
People want the humanconnection.
You talked about the fact thatmore and more people are buying
online.
That's true, but what peoplemiss in the retail environment
is the personal connection.
So, if you can combine thatpersonal connection with the
(30:45):
online experience, then you'vegot a win-win.
Speaker 3 (30:49):
And I would even add to that I personally reply to
every one or two-star reviewthat we ever get two-star review
that we ever get.
As the CEO, I go in and I maketime to go and reply to that
person, make sure that theirconcern is addressed, because if
you take the time, here's theother thing, grant, one-star
(31:13):
reviews are actually your mostpowerful asset that you can have
as a business because you canturn them into what we call a
net positive and it's all aboutthat empathy and it's about how
you reply to that review.
But I'm telling you, one reviewthat you've replied to that's
one star, is empathy is worth100 five-star reviews all day
long, and businesses don't.
They just don't get that.
(31:34):
So your one stars are hugeopportunities to grow your
business and get more sales.
Speaker 1 (31:41):
That's man.
That's a mindset shift,understanding what it is.
First of all, looking at yourreviews, number one I don't
think people do reputationmanagement.
They don't.
You could put some of thesethings even just into chat GPT
and say, hey, you know, act likea reputation management tool
and tell me about what you'reseeing out there and give me
some real honest feedback.
(32:02):
There's no one else looking butyou and chat, Right, so you're
looking at that Now.
You both you support billiondollar brands.
We're talking Toyota, the NBA.
I want to know, like from thatlens and then looking at a lot
of my clients, or what we callsmall brands, is there a
(32:23):
principle that you've taken fromthe big leagues?
I think you alluded to some ofthose things that you can then
bring to small brands that areoften overlooked but desperately
needed.
Speaker 2 (32:36):
Well, that's for clarity, grant.
I did consulting for Toyota andI worked for the NBA.
Those are not current clientsof Shopper Approved.
But yes, we do work for verybig name brand household brands
in just about every industry youcan think of.
But for the smaller brand let'sbring that home Reputation is
(32:58):
even more important than the bigbrands.
Okay, for Toyota, for example,everybody knows Toyota Reliable,
great company, good cars, greatvalue.
I don't have to do reviewsnecessarily about Toyota as a
brand.
I might want to look at theCorolla versus the, you know, se
(33:19):
versus XL, right, but I don'thave to worry about Toyota as a
brand.
However, for a small company,your reputation is everything.
Why You're not a household name.
There's a ton of social proofbehind a big household name.
There's no social proof behinda small brand.
Your social proof is youronline reputation.
(33:39):
Your social proof is how youshow up in organic search
results.
Your social proof is the numberof reviews you have and the
average star rating and whatpeople are actually saying about
you.
So if you don't get that right,you don't have a reputation
because you're not a householdbrand.
're not coca-cola, you're notthe nba, you're not toyota,
(34:01):
you're not nissan.
You are, you know, mom and popstore and your reputation and
reviews are everything.
Does that ring true?
Speaker 1 (34:13):
oh, I, uh, it can make or break you if you're not
managing it and you don't havethe foundation and you're not
being intentional.
One thing I love about yourbrand, remember, and I want my
honors to really understand thisI met dj and scott through a, a
mutual uh service.
They said, hey, grant, take alook at these two guys, they're
(34:35):
doing something very, veryspecial in the world of
reputation branding.
And they felt that coming outto the show, the final brand,
would be a mutual benefit forboth of you.
I mean, I don't know them thatwell, I'll take a look.
And from that point on, theystarted to build their
credibility with me.
They began to then show meexactly what they're doing.
(34:58):
Invite me to read it for myself.
To your point, don't just takeit for face value.
Do your research.
Here's what I'm talking about.
What do you think here?
And I tell you, it wasn't justthe, the book itself, was the
book just beautiful?
I have a nice raised lettering.
I like that, right, I love thecolors, because I told him I'm a
pittsburgh steven fan and theygot the colors right and um, so
(35:21):
you know, I opened it up and Istarted reading it and it got my
attention.
It got my attention because thisis important, because your
reputation could be easilyeither destroyed, distracted,
misaligned, misrepresented byothers that do not have your
best interest at heart.
We just talked about certaincompanies.
(35:43):
They want to hold yourreputation, so to speak, for
ransom right and they want youfor protected, and that works
well.
For bigger companies.
That can kind of like namerecognition.
Everybody knows what that logomeans.
But a smaller brand, that couldbe the end of it.
But a smaller brand, that couldbe the end of it.
So if you don't engage personslike DJ Sprague, scott Bradley,
(36:04):
especially as you begin to scale, you begin to look okay, we're
starting to get known, and thenyou start to get into a wider
audience that really doesn'tknow you that well.
You can manage your reputationby utilizing your services.
I think that is a win on so manydifferent levels for small
(36:25):
businesses.
I want to ask you this let'ssay one of my small business
owners are out there.
Like you know what, I hear agrant saying I'm going to go
ahead and buy this book or I'mgoing to go ahead and get this
book right.
If they read through this, whatdo you think?
And get this book right If theyread through this.
What do you think and I'm goingto ask both of you what do you
think?
Is that one insight from thebook that people just won't see
(36:46):
coming?
That's just staring them in theface.
Speaker 2 (36:51):
Well, I'll start with that one.
Your reputation happensthroughout the buyer journey and
if you don't have a goodreputation from search to
checkout, then you're going tolose sales.
And we talked about this before.
People start out with organicsearch results and, sprinkled in
(37:11):
there, you're going to havesome paid search results as well
if you're doing Google Ads etcetera.
But if you don't win that,you're not going to get the
click to the site.
And then, once they go to yourhomepage, your landing page, and
they don't see positive reviewsand a positive reputation and
all of those things that lead upto trust and credibility,
they're not going to go to thecategory page If they don't see
(37:33):
trust and credibility andreviews there.
They're not going to go to theproduct page If they don't see
trust and credibility there.
Then I could go to the checkoutpage.
So you really have to thinkabout every step in the buyer
journey.
If you miss one of those steps,you lose people, because they
have to see that throughoutevery touchpoint.
(37:53):
It's an integrated strategy.
It can't just be in one place,and this is a big mistake most
brands make.
They have reviews on theproduct page and nowhere else.
They don't work with a Googlereview partner so that Google's
search results don't showreviews.
They don't show reviews ontheir homepage, they don't show
reviews on their category pages,they only show them on their
(38:13):
product page.
But guess what?
Oftentimes it's the last pagethey get to, so most people
never get there.
You lost them in the journey.
So you have to think about everysingle touch point.
You need social proof reviews,ratings in your emails, in your
collateral, in your ads, in yourdisplay, everywhere you're
touching customers.
(38:34):
Because that trust andcredibility and that social
proof that comes from reviewshas to shine forth.
People have to see it.
They have to trust your brand,especially.
Again back to your point grantsmaller companies, because the
smaller companies have to provethemselves.
Toyota, nike they don't have toprove themselves.
They've already done it throughdecades of delivering the best
(38:57):
products at the best value, ofdelivering the best products at
the best value, but a smallerbrand that's all they have.
Speaker 1 (39:04):
That's hey.
I love your answer, spot on.
I want to ask Scott thisquestion because it's so
important for my audience totruly understand.
If they say yep, I heard whathe said about Reputation King.
I want to understand thebusiness that Scott and DJ run,
and how can it help me?
(39:24):
If I'm the business and I'masking you this, what would you
say to me, scott?
Speaker 3 (39:43):
answered that pretty good but honestly, like most,
most businesses just miss theidea that of how important their
reputation is.
I I don't know how else to sayit.
They not only do they miss it,but they they don't realize how
many places they can leverage itthere.
We've spent 15 years creatingpartnerships with Google, bing,
facebook X, youtube right Likewe've tried strategically.
(40:07):
We're like how do we get how tocollect reviews for clients and
get them in as many strategiclocations as possible online so
that everywhere a customer goesthey can see how good their
reputation is?
I think people really miss that.
They don't even think about itbecause it's just something that
doesn't cross their minds.
But we've thought about it andthat's something that they can
(40:31):
leverage right out of the gateto really maximize their brand
and their visibility and theirreputation online.
Speaker 1 (40:39):
I think you answered my question.
You're going to get them outthere.
You're going to correctwhatever negative reputation is
out there.
Information is out there.
Show them how to get positivereviews.
You take them through thatwhole framework and that process
.
Yeah, that is wonderful.
Those skills, bianca, pr won'tdo that for you.
(40:59):
Just putting out your owncontent all the time is not
won't do that for you.
It's probably not your owncontent all the time.
It's not going to do that foryou.
You've got to have that thirdparty view where you get that
credibility and factual reviewsthat are coming forth from
actual clients.
I think authenticity sellstoday because there's so many
ways you can manipulate certainthings that aren't all today,
(41:19):
because there's so many ways youcan manipulate certain things
and there aren't all that.
I think it's important.
I want to ask you both we'regetting to the end of this
podcast and for your review offive-star media, the follow
brand podcast.
I'm putting my reputation outthere on the line.
I mean you guys again, you didnot know me.
You found my informationthrough a third party.
(41:40):
Now you've gone through alittle bit of the experience of
the podcast and what I deliveras value.
I'm going to start with DJ.
What's your opinion of the FiveStar BDM brand?
Speaker 2 (41:52):
Yeah, I love it.
I listened to several of yourshows in advance.
I wanted to understand yourformat, your audience, your
guests.
You deliver a lot of value froma broad spectrum of experts and
that's really nice to get thatinsight from so many different
(42:13):
walks of life, so many differentexperiences and types of
businesses, from solopreneurs toCEOs of large brands.
It's a great listen.
It's a great way to get thoseunscripted, authentic insights
into what built their brand,what their leadership style and
philosophy is all about, and I'mgoing to give it five stars,
(42:35):
grant.
Speaker 1 (42:37):
I'll take those five stars.
Five star I'll get a limousineride out of that one.
That sounds good.
Scott, what are you thinking?
Speaker 3 (42:44):
So I've got your Facebook profile and you have an
about us section on about mesection on there and the thing
that really stood out to me isyou've worked with a lot of
really good brands andentrepreneurs and their
companies and you said the mostimportant thing that they can do
is positioning their, how theyposition their brand online, and
(43:09):
I agree with you 100 percent.
Like you said, perception isreality.
That's one of my favoritequotes of all time, because what
people see is what they believeright and so it's.
It's all about positioning.
It's all about how you displayyour brand online and, honestly,
grant, we are kindred spiritsfrom two.
(43:33):
We're looking at it from twodifferent angles.
Maybe right, because thereputation space and you're in
that that personal branding andcoaching space, but really they
combine to make a brand muchbetter.
So I applaud you for whatyou're doing on that side and,
(43:53):
honestly, like I can tell justfrom the questions you ask, the
thoughtfulness behind them, theway you think is special.
It's unique and I would giveyou five stars for the way that
you think and the questions youask.
They're very thought-provoking.
We've been on a lot of podcastsand your questions have been
(44:14):
some of the best that we've had.
Speaker 1 (44:16):
I love it, I love it, I love it.
I couldn't ask for a betterpositive reputation building
statement from the reputationKings out there in Utah.
And before I let you guys go,you got to tell them how to get
a hold of you and I think youmight have a special gift just
for my listeners.
Speaker 2 (44:37):
Absolutely.
To get our free book, audio anddigital version, you can go to
reputationkingcom and you canget an immediate download of the
digital and audio version thatScott recorded and I must say it
sounds really good.
You have Grant for $19.95 onthe website To learn more about
(45:05):
building your own reputation andbecoming a reputation king in
your space, go toshopperapprovedcom and you can
see all the services that weprovide to build an authentic,
transparent, genuine onlinereputation.
Speaker 1 (45:17):
I love it.
Scott, you want to end up?
Bring us home online reputation.
Speaker 3 (45:24):
I love it.
Scott, you want to end up?
Bring us on.
Oh wow, DJ is just so good.
Every time he talks I'm like,okay, that's.
I don't know if I could say itany better than that, but no,
it's been an amazing ride, Likefor a company to be still
growing and thriving after 15years of business.
I mean, I think that's atestament to what we do and to
(45:44):
the brand that we've built.
We are the real deal.
I mean, we've made the Inc 500several times and you know, and
that's all because of hard workand integrity and thinking
outside the box, which issomething we do really well.
We do transform online brands.
(46:05):
That's what we do for a livingand we're really good at it, and
we'd love to talk to you if youhave a minute, so reach out.
Speaker 1 (46:12):
No, I love that.
I love that, and there's somany people that truly
understand the digital space.
Now, if you're not online doingbusiness, you are missing out.
I want to tell everybody golook at the NASDAQ, go look at
the Dow, go look at what theycall the Magnificent Seven.
These are digital companies,these are digital storefronts,
these are marketplaces that areout there.
(46:34):
And then the enablement toolsthat allow them to work.
And if you don't know how totalk to the machine.
You must understand thislanguage.
I know that Scott does.
I know DJ does.
This is great.
I encourage their audience andwell as everyone out there, to
continue to follow the brand at5 Star BDM.
That is the number five, thatis Star S-T-A-R, that's B for
(46:56):
brand, d for development and formasterscom.
Speaker 3 (46:58):
This has been wonderful, gentlemen, thank you
so much for being on the show.
You bet Been a pleasure, Grant.
Thanks, Grant.
Speaker 1 (47:06):
You're welcome.
I want to welcome everybody to the Follow Brand
Podcast.
This is your host, grantMcGaugh.
We're going to take it out westa little bit.
These guys come from Utah.
I'm told they come from Utah.
They haven't told me they'refrom Utah, but I found out doing
my own research and lookingaround.
Like these guys are a coupleguys from Utah.
I love that fact.
Now I am in Omaha, nebraskaright now.
(00:24):
I've been in Miami, florida fora long period of time then in
the islands, in St Croix, virginIslands, but I came back to my
hometown in Omaha, nebraska, andI think I'm attracting people
from Utah.
I think that must be what'swhat's going on.
Utah has a great reputation forhaving reputation kings, for
having reputation kings, I amtold.
(00:44):
Now I can't verify that fact,so we're going to have Scott and
DJ kind of give us a little bitof an overview of themselves
and bring some light.
Are there reputation kings inUtah?
I don't know.
Speaker 2 (01:02):
Yeah, so are there reputation kings?
Any brand that owns theironline reputation in organic and
paid search becomes areputation king.
So if you do a search forABCcom, for example or is ABCcom
legit, or is ABCcom worth it,et cetera which are very common
(01:24):
search terms you can look atyour own Google Analytics and
see just how many people lookfor those kinds of search terms.
Why?
Because people want to makesure they're doing business with
a reputable brand, and sothey're going to look is this
company legit, are they worth it?
And again, your Google SearchConsole will tell you how many
(01:46):
people are looking for thatsearch term every month.
So the way you want to become areputation king is to own the
organic and paid search resultsfor your brand.
Speaker 1 (01:56):
I like that.
Now Scott, does that hold water?
Is DJ speaking a truth that you, you adhere to?
Speaker 3 (02:04):
yeah for sure.
Um, that's why we wrote thebook reputation king.
Um, I don't know if you can seethat, but we we've been in the
well.
Me personally, I've been in thereputation space for 15 years
and dj joined about five yearsago, but before.
(02:25):
The reason why we work togetheris because when we met, dj had
actually started writing a bookabout online reputation and we
just happened to meet togetherfor a lunch meeting and we're
like this is crazy.
We're like probably two of theonly people in the world that
(02:46):
are this excited about onlinereputation and ratings and
reviews and we're like we haveto work together.
There's too much in common herefor us to not be able to put
our superpowers together andhelp businesses to really take
advantage of their reputationonline.
Speaker 1 (03:06):
This is so important your online reputation.
Today I've told my audienceover and over again search and
social are king.
If you cannot be found bysomeone doing a Google search
and getting a good narrativeabout who you are and what you
do.
You have a problem.
(03:28):
Now you solve even anotherproblem.
You might be able to get to,let's say, this five-star BDM or
it's the Follow the Brandpodcast and it comes up, but
then you start seeing all thesenegative, negative reviews.
That's something you guys areexperts at.
But I'm going to start withthis question because I love
things around the personal brand, and that starts with
leadership, meaning you bothhave influenced the buying
(03:51):
decisions of millions of people.
I want to know what did youhave to unlearn to lead
effectively at that level ofscale?
Scott you want to start withthat one.
Speaker 3 (04:09):
But I have to unlearn .
I had to make a lot of mistakes.
I've built over 40 differentsoftware products in my career
and I guess I had to take out mypersonal pride to some degree
Sometimes.
Sometimes you're when you buildsomething as a business owner,
(04:31):
you want to and you start to,you know, put your time and
resources into it.
You, even when warning signsare going off that it's a bad
idea, you're still like I'm allin, I'm just going to keep
digging this hole until I can'tget out of it.
So I think I've had to.
There's been several times inmy career where I've had to eat
(04:53):
humble pie, take a loss and justdig myself back out of that
hole because the idea justdidn't.
It wasn't a winner, right.
So I don't know if it'sunlearning, but it's having the
humility and and the theforesight to know when it when
(05:15):
an idea isn't worth pursuing.
I guess that would be somethingI've learned.
Speaker 1 (05:20):
No, no, no, that's something you know.
These are important leadership,I would say leadership
experiences that we have to haveBecause, again, you are
influencing a lot of buyingdecisions and on the backside,
people want to know why you dowhat you do.
I want to have now DJ give histwo cents on that.
(05:40):
What do you got to say aboutthat?
Speaker 2 (05:43):
It's a really provocative question for one
Grant, but starting out in myvery early days of
entrepreneurialism, I was 20years old, in college broke but
I wanted to start a limousinebusiness and I started that
business on a handshake and a$20 loan, believe it or not and
I learned that price is not thedriving factor.
(06:05):
I was in a luxury limousinebusiness service and I first
thought the learned would be thelowest price.
What I had to unlearn is thatprice doesn't matter.
Service matters and what peoplewant is the experience.
And if you can deliver asuperior service and experience
that's memorable, that is goingto be spread through word of
(06:28):
mouth, then you can charge more,make more, have a lower
customer acquisition and ahigher customer retention or
lifetime value.
So I charged more, but Iprovided a superior service that
costs almost nothing.
The service quality costsalmost nothing, but the
experience that the peopleremembered and talked about was
(06:49):
superior and that's what grew mybusiness.
Speaker 1 (06:52):
I like that.
I like exactly what you saidthere.
I mean, you know, we weretalking about bringing both on
and into the Follow the Brandpodcast and you wanted me to
take a look at your book and yousaid you would send it to me.
I said, all right, great, sendme the book.
And it came in this beautifulpackaging.
I had no idea it was a bookactually, and I opened it up and
(07:13):
a million-dollar bill jumpedout of it.
It was golden, it was justbeautiful.
I was like, oh my God, I'mlooking at the book, right, and
the book is very, very nice.
But this shows me that you areat a premium brand and you've
done this before.
You know how to get that wowfactor in order for somebody
that doesn't know you very wellwhen it comes to your
(07:34):
credibility or your reputation.
Now, we both know that you'vebuilt software to scale and in
order to do that, you have tohave trust.
But reputation starts at ahuman level.
I want to ask you this what arethe unseen habits that protect
your personal credibility, evenwhen no one else is watching?
(07:57):
I wasn't watching you guys putthis package together and send
it to me, but what is, what,would you say your unseen habits
are in building your ownreputation.
Speaker 2 (08:09):
Thinking about what other people want empathy,
sympathy, putting yourself intheir shoes, seeing the world
through their lens, throughtheir own life and delivering
something that would provide awow factor.
So Scott and I sat down andstarted to really blueprint this
book.
It was always well, what if wedid this?
(08:35):
What if we did that?
What if we added this?
What if we did this?
So, at every step, from thebinding, to the paper quality,
to the embossing, to the fullcolor images, to the packaging,
to the free little things you'dnever expect in a book, like a
gold million dollar bill and apair of embossed socks, etc.
It was always what can we do toadd the extra wow factor?
Because that is what getsremembered.
(08:57):
As you said, from the beginningyou didn't expect anything like
this.
You knew you were getting abook, but it was a wow
experience, correct?
Speaker 1 (09:05):
Absolutely 100%.
Brought it up when we first gotto talking backstage and that I
was truly appreciative.
This was a differentiator,without question, scott, what do
you think about that?
Speaker 3 (09:20):
So, along with what DJ said, I think the more value
you can add to a transaction,the better.
And one thing that DJ didn'tsay about his limousine business
the way that he added value andhe said it didn't cost anything
.
Well, what he did was hedressed like the old-fashioned
limousine drivers, where theywore the full suit with the vest
(09:43):
underneath and he had thelimousine drivers where they
wore the full suit with the vestunderneath and he had the
limousine cap.
He had a red carpet that hewould roll out when they got out
of the limousine and as soon asthey left, he would go and he
would freshen everything up.
He had crystal glasses andchampagne to the nines.
(10:04):
Those things didn't cost verymuch, but the experience blew
everyone away and people can dothat in their businesses.
They just have to think outsidethe box a little bit.
That the extra, the little bitextra that you can, that you add
, when you add something ofvalue, costs very little but it
has a huge impact and peoplereally miss that.
(10:27):
When it comes to e-commerce,there's a lot of things you can
do.
One of the things that we do inShopper Approved, which we run
a rating and review company, soyou know, adding star ratings
next to your products is one waythat you can really add value
and trust.
But I the other thing I wouldsay is integrity really matters
(10:53):
because if you, you, you have tobe the same person outside of
your business as you are in yourbusiness.
You have to make your customershave to know that they can
trust your word, and that goes ahuge way with building
relationships A hundred percent.
Speaker 1 (11:11):
You guys both nailed that.
Now I want to.
You know, you talk about thereputation.
King man, I want to get a limoride, you know, from Deezer Sure
.
Speaker 2 (11:20):
So, coincidentally, my limousine company was called
Five Star Limousine, of course,and that was way back in 1981,
way before I was in the reviewbusiness.
But I knew Five Star meantsomething and I wanted the brand
to live up to that name, thatbrand.
So the brand represented theservice.
(11:40):
The name represented exactlywhat they were going to get,
represented the service.
The name represented exactlywhat they were going to get.
And I always thought constantlywhat can I do to make sure I
deliver a five-star experienceevery single time?
And one other thing I did was Itook a Polaroid picture of the
clients on the red carpet infront of the limousine and I
give that to them at the end ofthe night.
And that was just the extralittle thing.
(12:02):
And then they would share thatwith their friends, right?
So the end of the night, andthat was just the extra little
thing, and then they would sharethat with their friends, right.
So again, word of mouth I neverhad to advertise because I got
enough business through referraland word of mouth and it was a
great business model.
Speaker 1 (12:14):
No question, and you lived up to it.
How many times have we boughtsomething or got a service and
you were underwhelmed?
You were just underwhelmed.
I'm going to pick on the foodindustry just a little bit,
because I sit there and I watchthis commercial on this
perfectly made hamburger.
It's just perfect, it's justmouth-watering.
(12:34):
And then I go to the restaurantand I order the same bad
hamburger and I look at it likeno, this is not what I was
looking for.
This looks very plain throwntogether just did not have a
five-star appeal at all.
But I digress.
I want to know this becausemany leaders they talk about
(12:56):
reviews, they talk about starsto DJ's point, but you guys, you
talk about influence.
What's the deeper story behindReputation Kings Meaning?
How did the brand itself earnits lofty crown?
Speaker 3 (13:15):
Nice.
So one thing is you know, Isaid integrity right You've got
to live what you preach.
Well, a few years ago, werealized that we didn't have
like internally, we did amazingthings for our customers, but
externally we didn't have theratings and reviews online that
(13:40):
reflected that experience thatcustomers would have.
And so we actually started togo and have our customers leave
reviews on multiple differentreview platforms and over time,
we became the number one mosttrusted, highest rated review
platform in the world, and it'sjust a matter of paying
(14:04):
attention right, payingattention to what you're doing
online, because there are a lotof review platforms there that
anyone can go leave a review on,and a lot of times we call
these open review platforms, anda lot of times what will happen
is when review platforms, and alot of times what will happen
is when somebody is upset,they'll go and leave a review
(14:24):
almost like a complaint reallyon these different open review
platforms because they want toget their frustrations out
against the company.
Well, the problem is, companieshave no control over this, and
so, over time, these bad reviewsstart adding up on these
third-party sites and and itlooked like you're a bad company
(14:45):
when in reality, you're areally good company, but you
have a few clients that mighthave had a bad experience, that
are complaining, and so andthose complaints look really
loud.
Because when you're upset, whatdo you do?
You go and complain.
When you're happy, you don't.
You don't do anything.
So it's this weird thing thathappens online.
(15:08):
So you have to overcome that byactively promoting your
reputation, getting yourcustomers out there.
So all we did was just directour happy customers like hey,
why don't you go leave a reviewover here?
We didn't incentivize them oranything, but what happened is,
over time, our reputationnormalized at what our true
(15:29):
reputation was, and that's howwe became the number one, most
trusted and highest rated reviewplatform.
Speaker 1 (15:38):
And I tell you and I read the first couple of
chapters in your book and youbrought that out and I
understood exactly what you'resaying about open reviews and
then there's verified reviews.
But you have a technique and atactic, and that here's the
thing that caught my attention.
You have these companies youcan't control it or people that
(16:02):
are just, you know, putting outnegative reviews, but they're
incented to collect thesereviews, right, and then have
them like rank up on googlebecause they say, hey, these
guys are, were terrible.
But then you're a company, yougotta go like, hey, I gotta get
these things off here, so then.
So then you contact them andsay, well, yeah, we could take
them up for a fee.
So their incentive to get thesenegative reviews, how do you
(16:25):
pay for them to take them off?
You go like, hey, we have adifferent system that's going to
help you.
So, dj, am I right in what I'mreferring to?
Speaker 2 (16:35):
You're correct, grant .
Yes, so these open reviewplatforms will literally create
a business profile for yourcompany, even if you didn't ask
for it for the sole purpose ofcollecting reviews on your brand
.
And they know statisticallythat it's going to be the upset
customers that do that in droves, unless the happy customers are
(16:59):
invited and it's easy to leavea positive review.
But because they're not invited, because it's this overview
platform, it's not invitinganybody, it's just people that
are upset, looking for a placeto be heard, they leave a review
and then, of course, the brand,like you said, will contact
that company and say hey, whatcan I do here?
Well, for thousands of dollarsor hundreds of dollars a month,
(17:22):
we can help you.
It's mafia tactics, right?
Your building won't burn downif you buy fire insurance.
Speaker 1 (17:29):
Exactly.
Speaker 2 (17:30):
Right.
So you know, it's the oldesttrick in the book.
What we do is we collectreviews from every single
customer do is we collectreviews from every single
customer.
So, upon checkout, they'reasked to leave a review for the
brand or the store what we callstore ratings and then, once
they receive the product,they're asked to leave a product
review and a video review.
(17:51):
Their video reviews go toYouTube, product reviews go to
Google, bing, et cetera sort ofthe seller or store ratings and
those are search optimized toshow up in your organic and paid
search results.
They show up in your GoogleShopping, your paid ads, your
organic search results, etcetera.
And what we also do, grant, iswe will send a percentage of
(18:13):
those reviews to other reviewplatforms like Trustpilot,
sitejabber, reseller Ratings,etc.
So that, as Scott said, itequalizes your reviews across
the web.
So now you're going to getreviews on all of the open
review platforms and shopperapproved and they're going to be
(18:33):
mostly positive reviews.
Why?
Because most people are happy.
If they weren't, you wouldn'tbe in business.
You wouldn't exist if mostpeople were not happy.
But because most people arehappy and you make it easy to
leave a review, they will leavea positive review.
Why?
Because they had a goodexperience by and large, right.
So now you're going to go froma 1.2 to a 4.6, 4.7, etc.
(18:57):
But not just on one platform,across multiple platforms.
And that's the essence ofbecoming a reputation king,
because we call it the trifecta.
When people do a search forisabccom legit, they're going to
look at multiple reviewplatforms, not just one.
They'll look at two, three, four, because they want to make sure
(19:17):
that you're not gaming thesystem.
They want to make sure thatyou're not gaming the system.
They want to make sure thatit's across multiple review
sites, not just one, becausepeople are inherently what
Skeptical, inherently thinksomehow you're gaming this thing
, somehow you're paying somebodyto do something, bury negative
reviews or boost up the positivereviews.
So when they see a 4.3, 4.5,say, for example, average review
(19:43):
across multiple platforms, theycan say, oh, this is a
legitimate company.
But if they see a 4.9 on oneand a 2.1 on another, what are
they going to think?
Yeah, something's wrong, right?
So the idea is to make surethat you're sending reviews
across multiple platforms.
Now again, they're not beingpaid, they're not being
manipulated, nothing's beingburied, nothing's being
(20:04):
artificially enhanced, it's justthe natural algorithm of
sending positive reviews acrossthe Web and nothing is
manipulated, nothing's paid for,nothing's gained, and that is
reputation management.
That is the essence of becominga reputation king.
Speaker 1 (20:21):
Without question.
I love that, and I do thattoward the end of most of my
podcast interviews because inthe moment, once you've had the
experience, you've had theservice, you should be able to
give a very realistic review ofwhat you just went through right
, and no time like the presentbecause then no other
experiences have not gotten inthe way.
(20:42):
So it becomes very factual, andI love the intentionality of it
all.
I don't think that's whathappens, because if you're
intentional about then giving areview, you look back, you see
what you've done, you areconfident about what you've
delivered as a service, so youknow it's going to be a
five-star review, most likelybecause you've delivered as a
service.
So you know it's going to be afive-star review, most likely
because you've done the goodwork right, and if you did drop
(21:02):
the ball, they could tell youthat right then and there you
can correct it.
So that's a great tactic.
I love the process and theframework that you come together
.
Now here's the question.
I'm sure the audience out thereare going to want to know the
answer to this.
When you think back to, like aclient crisis meaning the moment
where the brand's reputationwas on the brink they're getting
(21:25):
all these negative reviews,they're not sure what to do.
I want to understand what isyour team's first move.
And then, what did that teachyou about brand resilience over
time?
We're going to take that overto Scott.
Speaker 3 (21:43):
Say that one more time.
Speaker 1 (21:45):
So what I want to understand is like, you've got a
client.
Currently they come to you,they're in crisis, their
reputation's in shambles, right.
What is the first thing thatyou're going to do?
And then, what did that teachyour team about resilience?
Because I'm sure it wasn'tovernight that you saw their
problem.
Speaker 3 (22:04):
Right.
So usually, when a companycomes to us and they they have a
reputation problem, it'susually because they're not
actively asking the clients forreviews, and that's, I would say
, nine out of 10 times.
That's the first problem thatwe have to solve is just ask.
(22:26):
We have to make sure that weask every single one of their
customers to leave a review, andif we do that, then what?
Like what DJ was saying, mostcustomers are going to be happy
and so they're naturally goingto leave a positive view.
So that's going to solve theproblem their reputation problem
guaranteed over time, rightOnce you start actively asking
(22:47):
them.
Now there is another aspect ofreputation online and that is
behavioral design, right,psychology the way that people
perceive your brand based on howyou look, and that often comes
down to their website, andthere's things that they can
change on their website to makeit more trustworthy, more
(23:10):
credible and ultimately increasesales, right?
So a lot of times, we'll noticesome of the things that they're
doing wrong and we'll give themsuggestions on how they can
improve those things, and a lotof times, that helps to increase
their trust in their overallsales as well.
Speaker 1 (23:29):
That's interesting, Jeff DJ, you want to jump in on
that?
Speaker 2 (23:33):
Yeah, I was going to say that there's other things
you can do as well, and one isto respond to those negative
reviews, and a lot of timespeople want to run and hide and
pretend they don't exist.
But the reality is most peoplelook at negative reviews why.
They want to see how bad is bad.
Was the product completely justa joke, or did it arrive two
(23:56):
days late?
Or was the outside packagingdamaged but the inside packaging
was fine.
A lot of times people willleave a terrible review because
the product was supposed toarrive on Thursday and it came
Friday.
That's completely out of thebrand's control, but they leave
a terrible review.
So if you respond to thatreview and say, well, gee, we're
sorry it arrived a day late,but here's 10% off coupon on
(24:22):
your next purchase, or what haveyou, people will see that A the
brand is listening, becausewhat they don't want is a brand
that is deaf, they're notlistening to the consumer.
If they're listening, they'reresponding and they're dealing
with that customer complaint,then customers are really
confident in that brand.
If they ignore those negativereviews, then they lose
(24:44):
confidence.
Number two is make sure thatyou're getting reviews on
multiple platforms, not just one, as we talked about before.
We have a mechanism that allowsyou to distribute reviews
across the web, not just on oneplatform, because sometimes
people have a favorite.
They'll go to, let's say, yelpfor restaurants, they'll go to
(25:04):
Dealer Raider for cardealerships, etc.
There's specialty platforms orthey just, for whatever reason,
like a particular reviewplatform.
Make sure you're gettingreviews across the web, make
sure you're responding to thosereviews, positive and negative.
And if it's a negative reviewlittle inside trick don't
mention the product name or thebrand name.
(25:25):
If it's a positive review,mention the product and the
brand name.
Little SEO trick, right, butthose are nuances that we talked
about in the book.
There's a lot of nuances to onthe book.
There's a lot of nuances.
But just think about how is theconsumer perceiving me online?
Am I not listening?
Am I listening?
(25:45):
Am I responsive?
Am I empathetic?
We have seen people respond toreviews calling out their
customer.
You, lane idiot.
What are you thinking?
I mean, honestly, we've seenthese review responses and the
brand is calling out thecustomer.
Now who wants to deal with acompany that does that to their
customers?
Because they're upset?
(26:05):
You have to have empathy.
Speaker 3 (26:09):
My favorite one that we ever saw one of the companies
replied to their customer.
He said Carl, you ignorant tool.
That's how the review starts.
Speaker 1 (26:21):
That's not going to get it done.
Speaker 3 (26:23):
You know, I mean maybe it does get it done.
Speaker 1 (26:25):
You don't want them to buy from you again.
That's one way of doing itright.
But then you said, are thepeople going to see that?
And people are like, ah, youknow, obviously this is not
somebody, maybe a company I wantto do business with, because
they think this is the way torespond.
Got to be careful about how youthe perception is reality.
We learned that in sales,one-on-one perception is the
(26:46):
reality and you have to managethat perception of who you are
and what you do.
Now we've got another bigelephant in the room.
Now you guys are big intoe-commerce, the digital reality
world.
They're big into e-commerce,the digital reality world, and
we've seen a lot of shift inshopping, right from physical
(27:06):
shopping to digital shopping.
Everybody, you know, becauseit's easier.
It's the ease of use, you know,and people like that type of
automation that's taking place.
Now, with that word automation,how do you balance automation
with authenticity now in theworld of AI, fake reviews and
digital noise?
Speaker 3 (27:29):
What do you think about that?
Yeah, so, like you, like wekind of mentioned earlier,
there's two different types ofreview platforms.
There's open review platforms,where anyone can leave a review.
There's open review platformswhere anyone can leave a review,
and then there's verifiedreview platforms, where only
actual buyers of a product havethe ability to leave a review.
I think that open reviewplatforms are going to have a
big problem coming up with AI,because AI can sound just like a
(27:53):
real person.
So the only way you're going tobe able to know that a review is
real is if somebody actuallygoes through and makes an actual
purchase and then leaves areview afterwards, because
you'll know that that's a realperson that made that and
especially like we havetechnology so that we know the
order number, we know the dateit was purchased, what they
(28:14):
bought, so we can authenticatethat that's a real person that
made that purchase.
That makes the reviews authentic.
So I think that's one way.
Another thing that will helpconsumers as far as AI goes is
AI can go through a large numberof reviews or content very
quickly and it can createsentiment, and you've kind of
(28:37):
seen this on Amazon.
They're doing it, where if youlook at a product and they'll
give you like a paragraph kindof highlighting the pros and
cons and what customers aresaying in general about that
thing.
I think AI can help makedecision making faster and
easier and taking social proofand condensing it even more so
(28:59):
we can make easier and fasterdecisions.
So I think that's a positiveside.
But the negative is definitelythe risks on the open review
platforms for AI to come in andcreate fake reviews.
Speaker 1 (29:12):
Damage it.
I mean, maybe that damages thatwhole open review process.
I don't know.
What do you think, dj?
Yeah.
Speaker 2 (29:18):
I agree with Scott.
The other thing you have to beaware of is that there's a lot
of review platforms that allowyou to automate a response to
the review.
Well, that's the opposite ofauthentic and transparent.
It runs the risk of soundingvery mechanical and, in fact, if
you look at these responses,you'll see a pattern.
(29:40):
They will rotate about 10different automated responses
and you can see the patterns.
Oh, there's that one.
Oh, there's that one, there'sthat one.
It's not authentic, it's nothumanized and the consumer can
see that.
It sounds very mechanical.
And if you really want to createan impact and you really want
(30:02):
to be a reputation leader inyour space, write the review
response, personalize it.
Hey Grant, thank you very muchfor leaving your 4.2 star review
for ABC product.
We're glad that you like thisattribute of the product and we
look forward to doing businesswith you again.
Right, so now that sounds likeyou know me, you know what I
(30:25):
bought, you know my star rating,you're calling me out by name
and it sounds authentic andgenuine and that's what people
want.
People want the humanconnection.
You talked about the fact thatmore and more people are buying
online.
That's true, but what peoplemiss in the retail environment
is the personal connection.
So, if you can combine thatpersonal connection with the
(30:45):
online experience, then you'vegot a win-win.
Speaker 3 (30:49):
And I would even add to that I personally reply to
every one or two-star reviewthat we ever get two-star review
that we ever get.
As the CEO, I go in and I maketime to go and reply to that
person, make sure that theirconcern is addressed, because if
you take the time, here's theother thing, grant, one-star
(31:13):
reviews are actually your mostpowerful asset that you can have
as a business because you canturn them into what we call a
net positive and it's all aboutthat empathy and it's about how
you reply to that review.
But I'm telling you, one reviewthat you've replied to that's
one star, is empathy is worth100 five-star reviews all day
long, and businesses don't.
They just don't get that.
(31:34):
So your one stars are hugeopportunities to grow your
business and get more sales.
Speaker 1 (31:41):
That's man.
That's a mindset shift,understanding what it is.
First of all, looking at yourreviews, number one I don't
think people do reputationmanagement.
They don't.
You could put some of thesethings even just into chat GPT
and say, hey, you know, act likea reputation management tool
and tell me about what you'reseeing out there and give me
some real honest feedback.
(32:02):
There's no one else looking butyou and chat, Right, so you're
looking at that Now.
You both you support billiondollar brands.
We're talking Toyota, the NBA.
I want to know, like from thatlens and then looking at a lot
of my clients, or what we callsmall brands, is there a
(32:23):
principle that you've taken fromthe big leagues?
I think you alluded to some ofthose things that you can then
bring to small brands that areoften overlooked but desperately
needed.
Speaker 2 (32:36):
Well, that's for clarity, grant.
I did consulting for Toyota andI worked for the NBA.
Those are not current clientsof Shopper Approved.
But yes, we do work for verybig name brand household brands
in just about every industry youcan think of.
But for the smaller brand let'sbring that home Reputation is
(32:58):
even more important than the bigbrands.
Okay, for Toyota, for example,everybody knows Toyota Reliable,
great company, good cars, greatvalue.
I don't have to do reviewsnecessarily about Toyota as a
brand.
I might want to look at theCorolla versus the, you know, se
(33:19):
versus XL, right, but I don'thave to worry about Toyota as a
brand.
However, for a small company,your reputation is everything.
Why You're not a household name.
There's a ton of social proofbehind a big household name.
There's no social proof behinda small brand.
Your social proof is youronline reputation.
(33:39):
Your social proof is how youshow up in organic search
results.
Your social proof is the numberof reviews you have and the
average star rating and whatpeople are actually saying about
you.
So if you don't get that right,you don't have a reputation
because you're not a householdbrand.
're not coca-cola, you're notthe nba, you're not toyota,
(34:01):
you're not nissan.
You are, you know, mom and popstore and your reputation and
reviews are everything.
Does that ring true?
Speaker 1 (34:13):
oh, I, uh, it can make or break you if you're not
managing it and you don't havethe foundation and you're not
being intentional.
One thing I love about yourbrand, remember, and I want my
honors to really understand thisI met dj and scott through a, a
mutual uh service.
They said, hey, grant, take alook at these two guys, they're
(34:35):
doing something very, veryspecial in the world of
reputation branding.
And they felt that coming outto the show, the final brand,
would be a mutual benefit forboth of you.
I mean, I don't know them thatwell, I'll take a look.
And from that point on, theystarted to build their
credibility with me.
They began to then show meexactly what they're doing.
(34:58):
Invite me to read it for myself.
To your point, don't just takeit for face value.
Do your research.
Here's what I'm talking about.
What do you think here?
And I tell you, it wasn't justthe, the book itself, was the
book just beautiful?
I have a nice raised lettering.
I like that, right, I love thecolors, because I told him I'm a
pittsburgh steven fan and theygot the colors right and um, so
(35:21):
you know, I opened it up and Istarted reading it and it got my
attention.
It got my attention because thisis important, because your
reputation could be easilyeither destroyed, distracted,
misaligned, misrepresented byothers that do not have your
best interest at heart.
We just talked about certaincompanies.
(35:43):
They want to hold yourreputation, so to speak, for
ransom right and they want youfor protected, and that works
well.
For bigger companies.
That can kind of like namerecognition.
Everybody knows what that logomeans.
But a smaller brand, that couldbe the end of it.
But a smaller brand, that couldbe the end of it.
So if you don't engage personslike DJ Sprague, scott Bradley,
(36:04):
especially as you begin to scale, you begin to look okay, we're
starting to get known, and thenyou start to get into a wider
audience that really doesn'tknow you that well.
You can manage your reputationby utilizing your services.
I think that is a win on so manydifferent levels for small
(36:25):
businesses.
I want to ask you this let'ssay one of my small business
owners are out there.
Like you know what, I hear agrant saying I'm going to go
ahead and buy this book or I'mgoing to go ahead and get this
book right.
If they read through this, whatdo you think?
And get this book right If theyread through this.
What do you think and I'm goingto ask both of you what do you
think?
Is that one insight from thebook that people just won't see
(36:46):
coming?
That's just staring them in theface.
Speaker 2 (36:51):
Well, I'll start with that one.
Your reputation happensthroughout the buyer journey and
if you don't have a goodreputation from search to
checkout, then you're going tolose sales.
And we talked about this before.
People start out with organicsearch results and, sprinkled in
(37:11):
there, you're going to havesome paid search results as well
if you're doing Google Ads etcetera.
But if you don't win that,you're not going to get the
click to the site.
And then, once they go to yourhomepage, your landing page, and
they don't see positive reviewsand a positive reputation and
all of those things that lead upto trust and credibility,
they're not going to go to thecategory page If they don't see
(37:33):
trust and credibility andreviews there.
They're not going to go to theproduct page If they don't see
trust and credibility there.
Then I could go to the checkoutpage.
So you really have to thinkabout every step in the buyer
journey.
If you miss one of those steps,you lose people, because they
have to see that throughoutevery touchpoint.
(37:53):
It's an integrated strategy.
It can't just be in one place,and this is a big mistake most
brands make.
They have reviews on theproduct page and nowhere else.
They don't work with a Googlereview partner so that Google's
search results don't showreviews.
They don't show reviews ontheir homepage, they don't show
reviews on their category pages,they only show them on their
(38:13):
product page.
But guess what?
Oftentimes it's the last pagethey get to, so most people
never get there.
You lost them in the journey.
So you have to think about everysingle touch point.
You need social proof reviews,ratings in your emails, in your
collateral, in your ads, in yourdisplay, everywhere you're
touching customers.
(38:34):
Because that trust andcredibility and that social
proof that comes from reviewshas to shine forth.
People have to see it.
They have to trust your brand,especially.
Again back to your point grantsmaller companies, because the
smaller companies have to provethemselves.
Toyota, nike they don't have toprove themselves.
They've already done it throughdecades of delivering the best
(38:57):
products at the best value, ofdelivering the best products at
the best value, but a smallerbrand that's all they have.
Speaker 1 (39:04):
That's hey.
I love your answer, spot on.
I want to ask Scott thisquestion because it's so
important for my audience totruly understand.
If they say yep, I heard whathe said about Reputation King.
I want to understand thebusiness that Scott and DJ run,
and how can it help me?
(39:24):
If I'm the business and I'masking you this, what would you
say to me, scott?
Speaker 3 (39:43):
answered that pretty good but honestly, like most,
most businesses just miss theidea that of how important their
reputation is.
I I don't know how else to sayit.
They not only do they miss it,but they they don't realize how
many places they can leverage itthere.
We've spent 15 years creatingpartnerships with Google, bing,
facebook X, youtube right Likewe've tried strategically.
(40:07):
We're like how do we get how tocollect reviews for clients and
get them in as many strategiclocations as possible online so
that everywhere a customer goesthey can see how good their
reputation is?
I think people really miss that.
They don't even think about itbecause it's just something that
doesn't cross their minds.
But we've thought about it andthat's something that they can
(40:31):
leverage right out of the gateto really maximize their brand
and their visibility and theirreputation online.
Speaker 1 (40:39):
I think you answered my question.
You're going to get them outthere.
You're going to correctwhatever negative reputation is
out there.
Information is out there.
Show them how to get positivereviews.
You take them through thatwhole framework and that process
.
Yeah, that is wonderful.
Those skills, bianca, pr won'tdo that for you.
(40:59):
Just putting out your owncontent all the time is not
won't do that for you.
It's probably not your owncontent all the time.
It's not going to do that foryou.
You've got to have that thirdparty view where you get that
credibility and factual reviewsthat are coming forth from
actual clients.
I think authenticity sellstoday because there's so many
ways you can manipulate certainthings that aren't all today,
(41:19):
because there's so many ways youcan manipulate certain things
and there aren't all that.
I think it's important.
I want to ask you both we'regetting to the end of this
podcast and for your review offive-star media, the follow
brand podcast.
I'm putting my reputation outthere on the line.
I mean you guys again, you didnot know me.
You found my informationthrough a third party.
(41:40):
Now you've gone through alittle bit of the experience of
the podcast and what I deliveras value.
I'm going to start with DJ.
What's your opinion of the FiveStar BDM brand?
Speaker 2 (41:52):
Yeah, I love it.
I listened to several of yourshows in advance.
I wanted to understand yourformat, your audience, your
guests.
You deliver a lot of value froma broad spectrum of experts and
that's really nice to get thatinsight from so many different
(42:13):
walks of life, so many differentexperiences and types of
businesses, from solopreneurs toCEOs of large brands.
It's a great listen.
It's a great way to get thoseunscripted, authentic insights
into what built their brand,what their leadership style and
philosophy is all about, and I'mgoing to give it five stars,
(42:35):
grant.
Speaker 1 (42:37):
I'll take those five stars.
Five star I'll get a limousineride out of that one.
That sounds good.
Scott, what are you thinking?
Speaker 3 (42:44):
So I've got your Facebook profile and you have an
about us section on about mesection on there and the thing
that really stood out to me isyou've worked with a lot of
really good brands andentrepreneurs and their
companies and you said the mostimportant thing that they can do
is positioning their, how theyposition their brand online, and
(43:09):
I agree with you 100 percent.
Like you said, perception isreality.
That's one of my favoritequotes of all time, because what
people see is what they believeright and so it's.
It's all about positioning.
It's all about how you displayyour brand online and, honestly,
grant, we are kindred spiritsfrom two.
(43:33):
We're looking at it from twodifferent angles.
Maybe right, because thereputation space and you're in
that that personal branding andcoaching space, but really they
combine to make a brand muchbetter.
So I applaud you for whatyou're doing on that side and,
(43:53):
honestly, like I can tell justfrom the questions you ask, the
thoughtfulness behind them, theway you think is special.
It's unique and I would giveyou five stars for the way that
you think and the questions youask.
They're very thought-provoking.
We've been on a lot of podcastsand your questions have been
(44:14):
some of the best that we've had.
Speaker 1 (44:16):
I love it, I love it, I love it.
I couldn't ask for a betterpositive reputation building
statement from the reputationKings out there in Utah.
And before I let you guys go,you got to tell them how to get
a hold of you and I think youmight have a special gift just
for my listeners.
Speaker 2 (44:37):
Absolutely.
To get our free book, audio anddigital version, you can go to
reputationkingcom and you canget an immediate download of the
digital and audio version thatScott recorded and I must say it
sounds really good.
You have Grant for $19.95 onthe website To learn more about
(45:05):
building your own reputation andbecoming a reputation king in
your space, go toshopperapprovedcom and you can
see all the services that weprovide to build an authentic,
transparent, genuine onlinereputation.
Speaker 1 (45:17):
I love it.
Scott, you want to end up?
Bring us home online reputation.
Speaker 3 (45:24):
I love it.
Scott, you want to end up?
Bring us on.
Oh wow, DJ is just so good.
Every time he talks I'm like,okay, that's.
I don't know if I could say itany better than that, but no,
it's been an amazing ride, Likefor a company to be still
growing and thriving after 15years of business.
I mean, I think that's atestament to what we do and to
(45:44):
the brand that we've built.
We are the real deal.
I mean, we've made the Inc 500several times and you know, and
that's all because of hard workand integrity and thinking
outside the box, which issomething we do really well.
We do transform online brands.
(46:05):
That's what we do for a livingand we're really good at it, and
we'd love to talk to you if youhave a minute, so reach out.
Speaker 1 (46:12):
No, I love that.
I love that, and there's somany people that truly
understand the digital space.
Now, if you're not online doingbusiness, you are missing out.
I want to tell everybody golook at the NASDAQ, go look at
the Dow, go look at what theycall the Magnificent Seven.
These are digital companies,these are digital storefronts,
these are marketplaces that areout there.
(46:34):
And then the enablement toolsthat allow them to work.
And if you don't know how totalk to the machine.
You must understand thislanguage.
I know that Scott does.
I know DJ does.
This is great.
I encourage their audience andwell as everyone out there, to
continue to follow the brand at5 Star BDM.
That is the number five, thatis Star S-T-A-R, that's B for
(46:56):
brand, d for development and formasterscom.
Speaker 3 (46:58):
This has been wonderful, gentlemen, thank you
so much for being on the show.
You bet Been a pleasure, Grant.
Thanks, Grant.
Speaker 1 (47:06):
You're welcome.
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