Behind the Review

When customers write reviews on Yelp, they help others find great local businesses and provide business owners with valuable constructive feedback. Their words matter more than they might know. This week, Yelp’s Small Business Expert Emily Washcovick is joined by Community Manager Bailey Dixon to share how customers can write impactful reviews that help their communities—both consumers and businesses—build positive experiences. More about the episode Theme Music by Ali Schwartz and Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

This week, Yelp Small Business Expert Emily Washcovick sits down with three of the inaugural Yelp Luminary Fellows, female entrepreneurs who have built businesses from the ground up. They talk about the particular difficulties — and benefits — of owning a small business as a woman, how to listen to clients and reviewers, and how to know when to let go of portions of your business so that other opportunities can shine. More about the episodeTheme Music by Ali Schwartz and Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

While building Starbright Floral Design, owner Nic Faitos has asked himself a lot of questions over the almost 30 years in business, but the biggest one to him is just two words: “Why not?” Emily sat down with Nic in New York City inside the floral studio to talk about how that simple question has helped him grow the company from a small floral delivery service to a business that today serves clients like Horizon Media and Netflix. Starbright Floral Design More about the episode Theme Music by Ali Schwartz and Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

Located in Queens, NY, Aigner Chocolates has been serving chocolate treats and sweets for 93 years. When Rachel Kellner bought the longstanding chocolate shop with her husband, she brought values from a previous career in social work, prioritizing community service on both a small and large scale. In this live episode, hear from owner Rachel and Yelp Queens Community Manager Samantha B. about the importance of community and family to the business and how that has contributed to their success. Aigner Chocolates More about the episode Theme Music by - Ali Schwartz and Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

Mexican Mom, Gina, started her restaurant from her home, canning sauces, catering to different events, and cooking for those around her. She touches people with her home cooked meals made with love and takes suggestions from her customers for new menu items. In this episode, Gina & her husband Jaime talk about the origins of their restaurant, their relationship with their customers, and their use of fresh ingredients. They’re joined by number one fan – Brett N. Mexican Mom More about the episode Theme Music by - Ali Schwartz and Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

Earth & Me owner Kayli Kunkel brought her mission of sustainability to New York City, creating the first zero-waste store in Queens. The store encourages customers to be environmentally conscious with refill stations for reusable items in sustainable containers. And partnering with eco-friendly brands. Hear Kayli and Yelp Elite reviewer Lina A. chat together about what sustainability means to them, and how this woman owned business is bettering the community by educating one customer at a time. Earth + Me More about the episode Theme Music by Ali Schwartz and Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

A powerful social media presence helped build MF Strong, a personal training business, from a one-woman operation to a network of professional trainers. But now that it has gone from virtual and on location training to a proper brick and mortar training studio, owner Miriam Fried knew she needed additional support to grow her business, and set about creating her own Yelp business page with the help of Yelp’s Small Business Expert, Emily Washcovick. MF Strong More about the episode Theme Music by - Ali Schwartz and Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

In a pandemic, Chef Dave Dreyfus wanted to make people feel better, so he started making cookies. His friend Mo Sahoo saw an opportunity for a business and together they built Best Damn Cookies, a bakery in New York where every cookie has a unique story to tell. In this episode, Dave & Mo talk about building a business from scratch, hiring the right people, & learning how to say yes to collaboration & no to the right opportunity at the wrong time. They’re joined by consumer and friend - Morlene. Best Damn Cookies More about the episode Theme Music by - Ali Schwartz and Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

Social media strategy can seem daunting to small business owners, or like just another task that takes attention away from increasing revenue. In this episode of Behind the Review, Crystal Vilkaitis, owner of Crystal Media, says social media cannot be ignored by small businesses. She uses her expertise in the ever-changing landscape of social media strategy to help local retailers harness the power of social media for increased sales, exposure, and brand recognition. Crystal Media Rooted in Retail podcast Learn more about your ad choices. Visit megaphone.fm/adchoices

There’s a coffee house on just about every corner in America now, so it can be hard to stand out among the crowds. That’s not a problem for Cream + Sugar in Cincinnati. Between the warm and welcoming atmosphere and the simple but delicious menu, owner Taren Kinebrew keeps people in her community coming back for more. Cream + Sugar Coffeehouse More about the episode Theme Music by - Ali Schwartz and Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

Around 15 miles away from Disneyland, Sunbliss Cafe echoes the bright happy energy of the theme park. With an Instagrammable interior and colorful dishes, Sunbliss has become a popular destination for smoothie bowls, coffee drinks, and avocado toast. Hear from owner Tani Ahmed how she brought her creativity to Sunbliss’s menu and fostered a sunny spirit in her team members to make all customers, including reviewer Alyssa Mae L., feel welcomed and valued. Sunbliss Cafe More about the episode Theme Music by - Ali Schwartz and Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

As Editor-in-Chief of Entrepreneur magazine and author of Build for Tomorrow, Jason Feifer knows a lot about change. According to him, change is inevitable in any business, whether it’s a small bakery or a Fortune 500 company. How you adapt to that change is the key to turning that change into a success story. This week, he sat down with Yelp’s Small Business Expert Emily Washcovick to talk change strategy, learning to ask questions, and creating an identity outside of your business. Learn more about your ad choices. Visit megaphone.fm/adchoices

Learn more about your ad choices. Visit megaphone.fm/adchoices

Located in a strip mall in Oahu, Hawaii, Adela’s Country Eatery has grown a name for itself beyond its small takeout counter, winning the #5 spot on Yelp’s Top 100 Places to Eat. Founded with a mission of sustainability, Adela’s integrates locally grown Hawaiian produce into its colorful noodle dishes. Hear from co-owner Millie Chan and her daughter Elizabeth Chan how they make everyone feel like family by giving customers a behind-the-scenes look into the noodle-making process. Learn more about your ad choices. Visit megaphone.fm/adchoices

A sneak preview of Season Two of Behind the Review. The first episode drops on April 6! Learn more about your ad choices. Visit megaphone.fm/adchoices

Emily takes a walk down memory lane as Behind the Review celebrates 100 episodes of small business experience, talking about everything from review response to great customer service, to hiring and firing employees. It’s all in anticipation of Season Two of the podcast, launching in early April 2023. Behind the Review Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

Growing up, Dogpatch Games owner Shannon Newton played board games as a way to connect with his busy family. Years later, Shannon created Dogpatch Games, a board game store, to connect members of the San Francisco community during the pandemic. In this episode, hear how Shannon used customer service and event planning to turn Dogpatch Games into a community staple — and more than a board game store. You’ll also hear what made it memorable and review worthy for customer Jenny. Dogpatch Games Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

Small business owners know that they put their heart and soul into their businesses, but how much of their own personality should shine through? In some cases, all of who you are as a person and a business owner can make your product or service more meaningful to your customers. This week’s podcast takes a closer look at how using authenticity in person and online can build a bigger and stronger business. Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

Reputation is important for any business, and especially so when selling through an online platform only. Since customers can’t enter your storefront and meet you in person, they rely on things like online reviews to make sure the seller is legitimate and has good quality merchandise. In this episode Emily sits down with her life partner and owner of Top 10 Collectibles to dig into how you can create connections with your customers virtually and put a personal touch on things to show you care. Top 10 Collectibles Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

First, build—then, expand. Most small business owners dream that their business will become successful enough for them to open another location; that dream came true for Candle Pour owners Misty and Dennis Akers. The Tampa, Florida couple kicked off their expansion plans months before the COVID-19 pandemic, which was just the first of a slew of unexpected obstacles. Listen in to learn how you can plan for challenges as you pursue your expansion goals. The Candle Pour Previous Episodes : Making Something Memorable Hire Slow, Fire Fast Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode we hear Jason Feifer, host of Problem Solvers, share how he handled an angry customer’s email. Behind the Review host Emily digs into how responding to online reviews in a public forum is different, but the approach of engaging customers online is impactful. A recent survey commissioned by Yelp found that responding to reviews increases trust in a business and 87% of consumers say they look past critical reviews when a business responds. Listen to learn the best way. Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode, Emily Washcovick, Yelp’s Small Business Expert, takes a look at the whys and hows of reviewing from the reviewer’s perspective. Some of the best advice comes not from business owners, but the customers themselves. Behind the Reviewers Ali Schwartz: https://linktr.ee/alischwar Meserole Sound: https://www.meserolesound.nyc/ Learn more about your ad choices. Visit megaphone.fm/adchoices

Class-goers at Chrome Cycle Studio in California get a tough spin workout. But they keep coming back thanks to the welcoming culture. Ninette opened Chrome Cycle after years of working as a lawyer in the corporate world. Spin kept her going during a difficult time in her life, so she is passionate about providing well-run classes for her customers today. With a team of instructors who focus on personalized experiences, Chrome Cycle has built a community of loyal customers. Chrome Cycle Studio Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

Boite de Fleurs in Phoenix, Arizona, is the perfect example of why small businesses are so important to communities. Business owner Tina keeps the same passion for her work and level of commitment to customer service as she did five years ago when she started the flower shop in her garage. In this episode, hear how Tina overcame the pandemic hitting right as she opened her store and how she uses social media to draw in her clientele. Boite de Fleurs Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

Chef Jason Helfer runs his family restaurant, Peasant Village, much the way his father did, and his father, and his father before him. In fact, at least one member of the Helfer family has been in the food business for hundreds of years, and those traditional family recipes anchor a unique, upscale dining experience in San Angelo, Texas. They’ve also created an employee culture that shines through in the elevated customer service they provide. Learn more about your ad choices. Visit megaphone.fm/adchoices

Cate Luzio spent two decades as a corporate banker—in 2018, she pivoted. With the goal of supporting women in their career journeys, Cate founded Luminary, a NYC-based professional networking space. Emily chats with Cate about her experience self-funding Luminary and how the community-centered business weathered the pandemic. Then, Luminary member and fellowship winner Gwen Beloti speaks to the close-knit community’s benefits. Listen in to learn how you can expand your business and network. Learn more about your ad choices. Visit megaphone.fm/adchoices

Ash Cordona never thought he’d own a donut shop, after years in trucking and transportation, but when an opportunity to buy Donutopia fell into their laps, he and his wife Sophea jumped at the chance to own a small business. They’ve turned it into one of the most popular donut shops in San Angelo, Texas. Donutopia Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

Technology can be a tricky thing for a small business. Used correctly, it can increase revenue and streamline operations. But bad technology can be devastating to the customer experience and a business’s bottom line. Jeremy Julian, host of the Restaurant Tech Guys podcast, says technology should always serve a purpose, be adaptable, and increase the ease of your customer experience, even if the tech isn’t customer facing. Restaurant Technology Guys Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

Brandon Gardner has a long history in customer service, so it made perfect sense to use that expertise when he bought SoCo Taphouse in San Angelo, Texas in 2015. With a combination of knowledgeable staff, a warm and friendly atmosphere, and incredible craft beers, SoCo Taphouse has become a home away from home for regulars like reviewer Josh. Yelp’s Small Business expert Emily Washcovick chatted with them both about how SoCo made itself “The Cheers of Beers.” SoCo Taphouse Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

We know that digital presence is a critical part of business strategy, but how can business owners and marketing managers ensure that their plans are effective? In this episode, Emily is joined by the director of market insights at SOCi, Damian Rollison. SOCi is a data-driven platform that empowers brands to scale their presence across local search and social media—listen in as the two discuss how you can leverage engagement to improve your online presence and simplify multi-location operations. SOCi Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

Business owner Kristin Near knows that patience is a virtue. At Botanica Skin and Brow Studio in Albuquerque, new staff members are trained throughout an internship that can last months. Brand awareness builds with incremental growth rather than large campaigns. Kristin’s successful strategy has sparked stellar customer referrals and online reviews, keeping Botanica in business for eight years and counting. Botanica Skin & Brow Studio Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

Online reviews—positive and negative—can reveal a wealth of benefits for your small business. With the right review response strategy in place, you can capitalize on your customer feedback to make lasting, positive changes. In this episode, hear from several business owners about how they use online reviews to strengthen their business practices, boost morale, and encourage customers to return again and again. Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

For most business owners, your business is you—and you are your business. With identities intertwined in business plans and goals, setting boundaries between your work and personal life is a challenge. In this episode, Emily is joined again by Yauss and Sascha of the Texas craft bakery Skull and Cakebones, to take a deep dive into their mental health journeys and how it has impacted their business, and provide some tips for how to ensure you’re bringing your best, healthiest self to work. Skull & Cakebones Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

Learn more about your ad choices. Visit megaphone.fm/adchoices

Combining his passions for dogs and art, Josh White has created a unique dog grooming salon that keeps customers coming back. Dogue in West Hollywood does standard grooming, but also uses color to make dogs look extra snazzy. Most importantly, customers trust the experienced staff to go above and beyond, from expert grooming to teaching proper at home upkeep. With its welcoming environment, humans and dogs alike have been known to treat Dogue as a second home. Dogue Spa Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

From the physical environment to interactions with employees, the Uncommon Closet experience is intentionally inclusive. Business-owner Korri has created a tailoring shop that is welcoming to all. That element has been built in since day one and the shop grew quickly within just a few years. With that growth came challenges, but the emphasis on creating a positive and gender-affirming customer experience has remained throughout the business’s evolution. Uncommon Closet Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

Starbright Floral Design provides a high quality product and top notch customer service to all of their clients. In this episode, hear from owner Nic Faitos on how nearly 30 years into his business he’s still having fun and finding unique and creative ways to work with clients and celebrate flowers. Customer Ali joins the conversation to share what sets Starbright apart from other floral shops and how Nic’s team goes the extra mile to make customers feel like family. Starbright Floral Design Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

Sometimes picking just one thing and doing it well can turn around an entire business. Tres Lecheria Bakery in Seattle makes one thing, tres leches cakes, albeit in a number of varieties. After pivoting from an assortment of baked goods to just the most popular, Kevin Moulder’s business took off in some unexpected directions, and he hasn’t looked back since. Tres Lecheria Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

Owners Yauss and Sascha of Skull & Cakebones have made their bakery a haven for all kinds of people by paying attention to ingredients and being true to themselves. In addition to being vegan, their products are all delicious and nut allergy-friendly, and their staff is knowledgeable on product ingredients to help guide customers toward safe-for-them foods. They’ve also baked their own personal experiences and beliefs into their small business, creating a safe space in their community. Skull & Cakebones Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

Robbins Brothers prioritizes a long-term relationship with their customers. The staff always aims to connect individuals with their dream piece by providing a welcoming environment, but the Robbins Brothers experience goes well into the future, including follow up interactions and annual cleanings. Tune in to hear Kevin’s engagement ring shopping experience and how general manager Charlotte helps foster a positive environment within the intimidating realm of jewelry shopping. Robbins Brothers (San Diego location) Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

This week, small business expert Emily Washcovick sits down with Yelp social media manager Lara Betthauser for some frank talk about using your social media pages effectively, and how to get over the scary idea of video content by using existing resources — your employees. Learn more about your ad choices. Visit megaphone.fm/adchoices

Keith Zeiler knows a thing or two about pet nutrition, and wanted to share that knowledge with his community, so he opened Paws on Chicon, a boutique pet store that focuses on your furry friend first. Through a well-educated staff and a careful selection of products, he’s grown his business and added a second location that is almost a carbon-copy of the first, keeping things consistent and helping pet owners find the best food and treats for their dogs and cats. Paws on Chicon Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

Farm Ale Brewing stays true to the history of their old schoolhouse, while brewing exceptionally good beer. But they’re keeping things small and local to insure the highest quality ingredients, while supporting other local businesses in the area, and hiring employees for their potential, not necessarily their experience. Learn more about your ad choices. Visit megaphone.fm/adchoices

Have you seen the “Yelp Elite” badge on profiles on Yelp or encountered community managers in your city, but felt unsure about what their roles are in the business community? Emily sits down with Gabi and Aimee—two Yelp employees who got their start as community managers—to discuss the importance of community and explain the inner workings of local Yelper networks. Give it a listen to understand how community managers and Elites work together to support small businesses across the country. Learn more about your ad choices. Visit megaphone.fm/adchoices

Nola Bliss Massage Therapy starts making its clients more comfortable before they walk in the door with user-friendly online booking. Once they’re inside, the client-forward service continues with personalized service, and a staff that reflects the diverse New Orleans neighborhood. Tune in to hear what keeps reviewer Swati coming back, and how owner Sara has scaled from her solo operation to over 20 massage therapists. Nola Bliss Massage Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

If a picture is worth a thousand words, how valuable a video must be! The amount of online videos consumers are watching has doubled since 2018—to address this striking trend, Emily is joined by Yelp’s San Diego community manager, Anne, to chat about Anne’s success in creating video content for social media. Anne shares actionable tips, including how to get that perfect shot and the benefits of scheduling apps, to help you level up your content. Yelp San Diego Instagram Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

Learn more about your ad choices. Visit megaphone.fm/adchoices

A Mediterranean oasis in the middle of the Arizona desert, CALA offers its patrons seasonally-inspired dishes with a carefully curated selection of wines and cocktails to accompany them. This business recently opened but has already made an impact with its quality cuisine, customer communication and exceptional service. Hear from general manager, Robert Meir, and learn about how he is building the team he credits with being ambassadors for the restaurant’s values. CALA Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices

For many entrepreneurs and business owners, it might seem impossible to balance the demands of the business with your own mental health needs and personal wellbeing. In fact, it’s often positioned as admirable and selfless to put your own needs aside in exchange for starting or running a business. It’s time to move away from that narrative. Tune in for advice on prioritizing your wellness and directly impacting your bottom line and online reputation. Learn more about your ad choices. Visit megaphone.fm/adchoices

Becoming a go-to spot isn’t luck—it takes consistency and a memorable experience. From the owners’ daily incense-burning to custom orders and spot on delivery service, Juicy Leaf does just that. In this episode, hear Felix and Felipe’s divide and conquer strategy that has made their boutique plant company a leader in the LA scene, and the challenges they’ve faced along the way. Reviewer Emily shares what sets The Juicy Leaf apart and why she’ll never shop anywhere else for client gifts. The Juicy Leaf Ali Schwartz Meserole Sound Learn more about your ad choices. Visit megaphone.fm/adchoices