Reputation Setup
Reputation setup is where you configure the reputation management module in GHL after the Google Business Profile connection is live. This includes verifying that reviews are pulling into the system, setting up the review request link, and outlining the review workflow that will be built during the build phase. This step bridges the connection (GBP) and the automation (review workflows) by confirming the foundation is solid.
Why This Matters
Reviews are the highest-leverage asset for local businesses. A business with 200 five-star reviews on Google dominates the map pack. A business with 12 reviews and a 3.8 rating is invisible. The gap between those two outcomes often comes down to whether the business has a system for consistently requesting reviews.
Most businesses know reviews matter. Very few have a process for getting them. They ask verbally (“leave us a review!”), they forget, they feel awkward about it. A reputation management system removes the friction. After every completed job, appointment, or transaction, the system sends a review request automatically. The customer taps a link and leaves a review. No reminders needed. No awkwardness.
Setting this up during the quick start call, even at a high level, shows the client immediate value. They can see their existing reviews in the system. They can see the review request link. They can picture how this will work when it is fully automated. This is one of the moments on the call where the client starts thinking “this was worth the money.”
How to Think About It
Reputation setup on the quick start call is about confirmation and preview, not full configuration. You are confirming that reviews are syncing from Google, showing the client what the review management interface looks like, and explaining what the automated workflow will do once it is built.
The actual review request workflow, including triggers, timing, message templates, and follow-up sequences, gets built during the build phase. On the quick start call, you are planting the seed: “After your onboarding form comes back and we build your system, review requests will go out automatically after every completed appointment.” This reinforces the value of completing the onboarding form quickly.
Think about reputation in three layers. Layer one is monitoring: seeing reviews as they come in. Layer two is requesting: automatically asking for reviews after positive interactions. Layer three is responding: replying to reviews to show engagement. The quick start call covers layer one. The build phase covers layers two and three. Making this distinction keeps the call focused and manageable.
Common Mistakes
Trying to build the full review workflow on the call. The quick start call is already packed. Do not attempt to configure triggers, write message templates, or set up conditional logic for review routing. That is build phase work. On the call, confirm the connection works and show the client what is possible.
Not verifying that reviews are actually syncing. The GBP connection can be active but reviews might not appear immediately. Check the reputation management tab and confirm that existing Google reviews are visible. If they are not, troubleshoot the connection before moving on.
Showing the review request link without context. Showing the client the link and saying “this is how you get reviews” without explaining the automated workflow creates confusion. They think they need to manually send the link. Explain that the system will handle this automatically once the build is complete, and the link is just the destination.
Ignoring negative reviews that are already visible. When reviews sync, the client might see negative reviews they had been avoiding or did not know about. Do not gloss over them. Acknowledge them briefly and note that your build will include a response strategy. This is a coaching opportunity, not a problem.
Forgetting to mention Reviews AI. If your system includes AI-powered review responses, mention it here. The client does not need to see it configured, but knowing that review responses will be partially automated adds value. This can connect to Reviews AI capabilities during the build.
Tools Involved
Reputation management lives in GHL’s Reputation Management module, which depends on the GBP Connection being active. Review request workflows are built using Workflows with SMS and email triggers. The review request link is a feature of the reputation module that directs customers to the client’s Google review page. For agencies using AI to assist with review responses, Conversation AI can be integrated into the reputation workflow during the build.
Where This Fits
Reputation setup sits at sequence position 13, immediately after GBP Connection at position 12. It cannot happen without GBP being connected because reviews sync through that connection. It runs in parallel with Social Planner, which also depends on a connection step (Social Connections). The full reputation workflow build happens during the build phase after the quick start call, using the foundation confirmed here.
Common Questions
How quickly do reviews start syncing after GBP is connected? Usually within minutes, though it can take up to an hour for all historical reviews to appear. Recent reviews should show up almost immediately. If nothing appears after 15 minutes, check the connection status and reconnect if necessary.
What if the client has very few reviews? That is actually the best scenario for demonstrating value. A business with eight reviews has the most to gain from a review automation system. Show them what eight reviews looks like versus what 80 reviews will look like in six months. Paint the picture.
Should we respond to existing reviews during the call? No. Review responses should be thoughtful and consistent, not rushed during a setup call. Note which reviews need responses and handle them during the build phase when you have time to craft appropriate replies or configure AI-assisted responses.