Behind the Review

Lynn Smith on Mastering Communication, Presence, and Feedback to Grow Your Business

Wed, 22 Oct 2025 07:00:00 -0000

Media expert Lynn Smith shares how mastering communication unlocks business growth, team trust, and brand visibility. Lynn outlines strategies to overcome the “brain bully,” communicate with presence, handle feedback with confidence, and rebrand with impact. Learn practical tips for entrepreneurs; from magnetic messaging to pitching the media and building a trustworthy, memorable brand.

https://www.lynnsmith.com/

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Bobby Berk’s Secrets to Customer Engagement, Team Culture, and Standout Design

Wed, 15 Oct 2025 07:00:00 -0000

TV design expert and bestselling author Bobby Berk joins Emily to share how he grew from retail entrepreneur to celebrated TV personality, building an authentic brand at every step. Bobby reveals his approach to interior design, creating “Instagrammable” moments, fostering team loyalty, and handling customer reviews—all to make your business truly unforgettable.

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From Fish Cheeks to Bub’s Bakery : How Jenn Saesue & Chat Suansilphong grew 55 Hospitality

Wed, 08 Oct 2025 18:08:00 -0000

Jenn Saesue and Chat Suansilphong of 55 Hospitality share how they redefined Thai food in NYC with Fish Cheeks, launched Bangkok Supper Club, and are now opening Bub’s Bakery. Hear their insights on spotting market gaps, partnering with talented chefs, embracing customer feedback, and building trust within their team. Discover real-world lessons on growing restaurant brands and staying innovative while expanding.

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Café Empire Building: Maman’s Secrets to Growth, Branding, & the Martha Stewart Effect

Wed, 01 Oct 2025 07:00:00 -0000

Elisa Marshall, co-founder of Maman cafés, shares how she grew a bakery from 1 curated location, to over 40! Plus landing a dream collab with Martha Stewart. Hear her top tips on menu innovation, brand storytelling, customer advocacy, and scaling without losing authenticity. Packed with practical advice for hospitality pros and entrepreneurs in any industry.

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The Property Brothers: How a Real Estate Business Became a Brand Empire

Wed, 24 Sep 2025 07:00:00 -0000

Drew and Jonathan Scott—the Property Brothers—share how childhood side hustles fueled their rise to global brand leaders. Learn how innovation, authenticity, and listening to customers built their product empire and hit TV shows. Plus, insights from their new show, “Don’t Hate Your House” and tips for healthier homes, impactful marketing, and business growth.

Property Brothers

Don't Hate Your House (HGTV show)

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How Pana Food Truck Became an Arepas Empire

Wed, 17 Sep 2025 07:00:00 -0000

The inspiring journey of Pana Food Truck. Founder Herman Sierra shares how he and his brother brought Venezuelan arepas to California, overcoming setbacks and building a community one customer at a time. Hear about navigating business challenges, keeping the menu authentic (and simple), mastering social media, and the leap from food truck to brick and mortar restaurant. Essential advice for any entrepreneur dreaming of turning culture and passion into success.

Pana Food Truck
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How CAVA’s Culture Fueled Its National Expansion (with Founder, Ted Xenohristos)

Wed, 10 Sep 2025 07:00:00 -0000

Go behind the scenes with Ted Xenohristos, founder and Chief Concept Officer of CAVA, as he shares how the Mediterranean-inspired brand grew from a single, family-run restaurant, to a national sensation. Discover the importance of culture, team empowerment, food quality, and innovation in scaling a restaurant business, plus candid lessons learned along the way. Don’t miss insights on hospitality, customer connection, and what makes CAVA truly unique.

CAVA
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The Repeat Customer Formula - Josh Campbell of Rescue Air and Plumbing

Wed, 20 Aug 2025 12:33:00 -0000

Josh Campbell of Rescue Air & Plumbing joins Emily to reveal how he scaled a family-founded HVAC business into a multimillion-dollar home services powerhouse. Dive into practical lessons on acquiring and integrating new trades businesses, building a winning culture, setting clear goals, and turning tough customer moments into loyalty. Tune in for real-world advice and inspiration on growth, leadership, and the power of over-communication in the trades.

Rescue Air & Plumbing
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Customer Service Wins: The Pest Brothers’ Journey from Startup to Standout

Wed, 13 Aug 2025 07:00:00 -0000

Family-run businesses bring something special to their communities—and Pest Brothers is proof. Jose and Michael Rodriguez share how they’ve grown from summer door-knocking to one of Yelp’s Top 100 Local businesses. Discover their secrets to stand-out service, ultra-fast response times, and building a team centered on trust. Learn what it takes to thrive in home services—and how family values fuel their success.

Pest Brothers

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Serving Up Community: Secrets from Soul & Smoke and the James Beard Foundation

Wed, 06 Aug 2025 07:00:00 -0000

Independent restaurants do more than serve food—they anchor communities. Dr. Anne McBride of the James Beard Foundation and Chef D’Andre Carter of Soul & Smoke join Emily to explore how independent restaurateurs build resilience, embrace transparency, use data, and forge deeper connections with customers. Tune in for actionable insights on navigating rising costs, leveraging technology, and growing through authentic engagement.

James Beard Foundation

Soul & Smoke

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From Side Hustles to CEO: Everette Taylor’s Crowdfunding Blueprint for Small Business Growth

Tue, 29 Jul 2025 07:00:00 -0000

Kickstarter CEO Everette Taylor joins Behind the Review to share his journey from teen entrepreneur to leading the world’s biggest crowdfunding platform. Learn what crowdfunding is (and isn’t), how Kickstarter helps small businesses and creators get funded, and why listening to feedback is Everette's top founder skill. Whether you’re launching a dream or scaling up an existing business, get practical tips for building community and funding your next big idea.

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How DivaDance Grew From 1 Class to 50+ Locations — Franchise Lessons with Jami Stigliano

Tue, 22 Jul 2025 07:00:00 -0000

DivaDance founder and CEO Jami Stigliano joins host Emily for a deep dive on building a movement-based business that inspires confidence and community. Jami shares candid lessons on accessing capital, scaling with intention, fostering authentic culture, leveraging reviews, and why “facts over feelings” is her rule for handling feedback. Whether you’re growing a franchise or just getting started in business, this episode is packed with actionable advice!

DivaDance
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Level Up Your Home Service Business: Angie Snow’s ServiceTitan Success Strategies

Tue, 15 Jul 2025 07:00:00 -0000

From running an HVAC business with her husband to becoming the Principal Industry Advisor at ServiceTitan, Angie Snow shares proven ways to recruit new talent, boost online reviews, retain employees with creative scheduling, and leverage technology like AI. Get tactical advice on building a winning team culture, overcoming trade industry stigmas, and hear why home service careers are more in demand—and rewarding—than ever.

ServiceTitan

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From Franchisee to CEO: How 16 Handles Is Winning with Flavor & Loyalty

Tue, 08 Jul 2025 07:00:00 -0000

How does a “flavor drop” every month, pop culture infusions, and a unique loyalty program help 16 Handles thrive in the frozen yogurt game? CEO Neil Hershman shares his journey from franchisee to CEO, the secrets behind flavor innovation, why customer reviews matter, and how modern marketing powers franchise growth. Discover lessons in loyalty, operations, and brand building—plus the scoop on what it takes to scale in a crowded dessert market.

16 Handles

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Building Value Beyond Price: Joe Crisara's Home Service Playbook

Tue, 01 Jul 2025 07:00:00 -0000

Host Emily Washcovick sits down with Joe Crisara—veteran contractor, business coach, and Service MVP podcast host. Joe shares hard-won lessons from nearly 50 years in home services: why profit takes courage, how to create value customers rave about, and smart ways to handle both glowing and tough reviews. Tune in for real strategies to elevate your business and reputation.

Service MVP Podcast

Service MVP Speaking

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Busy Philipps on Pivoting, Partnerships, and Being Real

Wed, 25 Jun 2025 14:52:00 -0000

Actress, writer, and entrepreneur Busy Philipps gets real about authenticity, brand partnerships, and turning disappointments into new opportunities. Tune in to hear how Busy's unfiltered approach shaped influencer marketing—and why having a clear mission is key for brands seeking lasting impact.

Busy Philipps is Doing Her Best

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Flavor, Feedback, and Flat Croissants: Alexander’s Patisserie Innovates Through Pastry

Thu, 24 Apr 2025 07:00:00 -0000

Alexander’s Patisserie combines traditional culinary technique with innovation to create pastries that delight customers—and sometimes go viral. Chef Shu and Vice President David Brungard share how team culture, quality ingredients, and customer feedback keeps them on a path to success; also, Yelp Elite reviewer Taylor P dishes on the flat croissants that drew her in and why her experience left a lasting impression.

Alexander's Patisserie

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Influencer Marketing 101: Building Authentic Brand Relationships

Thu, 17 Apr 2025 07:00:00 -0000

What is influencer marketing—and how can small businesses use it effectively? Emily Washcovick sits down with Julianne Fraser, founder of Dialogue NYC, to break down the types of influencers, how to build lasting partnerships, and why authenticity and creativity are key. Whether you're just starting or scaling your strategy, this episode is packed with actionable insights to help you grow your brand through partnerships, collaborations and influencer marketing.

Dialogue NYC

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Junkluggers Turns Curbside Chaos to a Customer-Centered Franchise

Thu, 10 Apr 2025 07:00:00 -0000

Fast, reliable service and a commitment to sustainability sets Junkluggers apart from other junk hauling providers. President Justin Waltz shares how responsiveness, customer connection, and eco-friendly practices have fueled the company’s growth as a nationwide franchise, while Yelp Elite reviewer Vanessa H. shares how the team’s problem-solving professionalism made her move stress-free. Learn how great customer service and community impact can drive business success.

junkluggers.com

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A Taste of the Unexpected: Venhue's Culinary Show

Thu, 03 Apr 2025 07:00:00 -0000

In this episode of "Behind the Review," we delve into the journey of Justin Twohig, the innovative founder of Venhue, a fine-dining, tasting-menu restaurant in New York City. Justin discusses how he turned the traditional dining experience on its head using AI and a theatrical approach. We also hear from a delighted customer, Brianne, who emphasizes the impact of Venhue's unique community table concept and exceptional service on her memorable birthday celebration.

Venhue

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More Than Mowing: Strategies Behind Speno’s Lawn Care Success

Thu, 27 Mar 2025 07:00:00 -0000

Fast responses and honest service is paramount to small business success. Speno’s Lawn Care owner Sam Speno shares how clear communication and customer-first practices have helped his business grow organically, while reviewer Holly K. explains why his quick replies and follow-through made her experience one to remember. Learn how responsiveness, transparency, and great reviews work in unison to fuel success in the service industry.

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Must-Know Systems and Processes to Keep Business Up and Running

Thu, 20 Mar 2025 07:00:00 -0000

This episode explores the journey of Krista Cole, the visionary owner of Sur Lie, a renowned tapas bar in Portland. Krista shares her insights on identifying market gaps, leveraging team strengths, and implementing effective systems to drive business success. We also hear from satisfied customer Mike, who highlights the importance of exceptional service and how it enhances the dining experience. Tune in to get valuable lessons for small business owners looking to innovate in their communities.

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Brushing Up on Business: Lessons from Color Me Mine

Thu, 13 Mar 2025 07:00:00 -0000

Creativity and connection are brushed onto every visit at Color Me Mine, where painting pottery is only the start. CEO and studio owner Teresa Johnson shares how the franchise blends art and entertainment-based experience to create impact, while Yelp reviewer Vannessa W. reflects on how the welcoming space and attentive staff made her visit a special memory. Whether you’re a first-time painter or a seasoned artist, learn how Color Me Mine makes creativity fun, accessible, and unforgettable.

Color Me Mine

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Small Business Taxes Made Simple: Tips & Tricks from Gusto Experts

Thu, 06 Mar 2025 08:00:00 -0000

Small business taxes don’t have to be stressful! In this episode, Gusto’s Shelly Abril and Holland King share expert insights on small business taxes. From payroll compliance to tax credits that could save you thousands, they break down what business owners need to know to stay prepared year-round and avoid costly mistakes. Tune in for actionable tips to make tax season easier and set your business up for success!

Gusto

Gusto's hourly paycheck calculator -- Helps business owners determine withholdings and calculate take-home pay for hourly employees.

Gusto's Partner Directory -- Helps business owners find experienced accountants and bookkeepers who can help make their lives easier, based on keywords around their industry, preferred type of software, and location. You can also search based on the primary services you need (e.g. auditing, bookkeeping, financial planning, tax preparation, etc.)

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Strength in Service: How Nomad Krav Maga Wins with Personalization and Patience

Thu, 13 Feb 2025 08:00:00 -0000

Nomad Krav Maga is more than your typical gym—it’s a hub for empowerment, self-defense, and personal growth. Founded by Shane Langwell and based in Las Vegas, this modern training center fuses elements of traditional Krav Maga, MMA, and law enforcement tactics to provide real-world skills. Yelp reviewer Alfredo S. shares how the program helped his children gain confidence, while Shane explores how Nomad’s tailored approach transforms lives.

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Yelp’s Trend Tracker - Harnessing Customer Insights to Grow Your Business

Thu, 06 Feb 2025 07:50:00 -0000

Host Emily Washcovick sits down with Yelp's Trend Expert, Tara Lewis, to explore the power of Yelp's trend data. Discover how Yelp identifies emerging trends and how businesses can leverage these insights to connect with their communities and enhance their offerings. From the rise of mushroom-infused beverages to the evolution of croissant trends, Tara shares fascinating stories and practical advice for business owners. Tune in to learn how to stay authentic while embracing trends that resonate with your brand.

Yelp Trend Tracker

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From Crickets to Connections: Cali BBQ Media’s Journey of Digital Engagement

Thu, 30 Jan 2025 08:00:00 -0000

Former guest Shawn Walchef returns to discuss all things digital hospitality. From his BBQ business’s journey launching in 2008, and growing to a multi-location restaurant, to his experience creating and growing a media business. Learn his tricks of the trade when it comes to great storytelling, the importance of being digital-first, and the power of persistence. Learn how to overcome your fear of social media and online engagement - leveraging free platforms for your business growth.

Cali BBQ Media

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Millers All Day: Leading the Way in Hospitality and Culture

Thu, 23 Jan 2025 08:00:00 -0000

Millers All Day is an all-day brunch spot in Charleston, South Carolina, committed to eliminating toxic work culture in the restaurant industry. Owned by Nate Thurston, this popular destination is celebrated for its farm-to-table ingredients and iconic dishes like biscuits and grits. Yelp elite reviewer Dave B. shares how the restaurant's glowing reviews and authentic Charleston hospitality made his visit memorable.

Miller's All Day

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Leadership Lessons from Gary Kusin's Entrepreneurial Journey

Thu, 16 Jan 2025 08:00:00 -0000

Emily sat down with Gary Kusin, a mentor, investor, entrepreneur, and author of "Always Learning." Gary shares his journey from co-founding GameStop to launching Laura Mercier Cosmetics and leading FedEx & Kinko's merger. Hear the lessons and strategies that helped him build global brands and turn around struggling businesses. If you're an aspiring entrepreneur or a seasoned business owner, Gary's insights on leadership, marketing, and innovation are sure to inspire and provide helpful guidance.

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Creating Community & Impact Through Cuisine with Immigrant Food

Thu, 09 Jan 2025 08:00:00 -0000

Immigrant Food is a celebrated restaurant brand known for its fusion of global flavors and advocacy. Co-founded by Téa Ivanovic, the restaurant is a platform for cultural celebration, where guests can enjoy diverse dishes while supporting immigrant causes. Hear from a local reviewer Jazzy L. on how Immigrant Food’s knowledgeable staff and vibrant atmosphere created a standout experience. Explore insights on integrating social causes, maintaining consistency, and assessing customer feedback.

Immigrant Food

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Curating Connection - The Rally Experience

Thu, 12 Dec 2024 08:00:00 -0000

Rally is more than just a place to play pickleball — it’s reshaping the way people connect and unwind. Founded by Barrett Worthington and Meg Charity, this dynamic venue has evolved into a lively social destination in Charlotte, North Carolina. With its vibrant courts, delicious food, and inclusive atmosphere, Rally offers an experience that goes beyond the game. Yelp reviewer Megan highlights how the combination of sports, delectable dining, and authentic hospitality made her visit stand out.

Rally

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The Origin Story of Rally

Tue, 10 Dec 2024 08:00:00 -0000

Host Emily Washcovick sits down with Barrett Worthington and Meg Charity to hear the inspiring journey of Rally - a Pickleball and craft cocktail club in North Carolina. This entrepreneurial duo discovered the joys of the game long before it became a trending sensation. And their business transformed the sport into a thriving connection point for fostering community. Hear the story from humble beginnings, to raising millions for their first venue.

Rally

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The Key to Building Community with Maypop

Thu, 05 Dec 2024 08:00:00 -0000

Maypop is a beloved coffee and garden shop in Missouri, celebrated for its unique blend of caffeine and greenery. The shop has evolved into a community hub where visitors can enjoy both a cup of coffee and a stroll through a lush nursery. Hear from a local reviewer Angela P. on how Maypop’s expert staff and tranquil atmosphere created the perfect birthday. Dig into insights on community building, creative marketing, and amplifying customer feedback with administrative coordinator Julia Valleroy.

Maypop

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Authenticity & Innovation: The Property Brothers' Secret to Success

Thu, 21 Nov 2024 08:00:00 -0000

Jonathan and Drew Scott, the renowned Property Brothers, share their entrepreneurial journey from childhood ventures to real estate, development, and ultimately TV! Their authenticity and innovative approach have shaped their success in home renovation and merchandising. Hear about their new show, "Don't Hate Your House," and their commitment to making homes healthier and more affordable. Tune in for valuable insights on marketing, feedback, and embracing social media in today's digital age.

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Unlocking Success: Insights from Kevin O'Connor of This Old House

Thu, 14 Nov 2024 08:00:00 -0000

Emily Washcovick sits down with Kevin O'Connor, host of the Emmy-winning "This Old House." Kevin shares insights from his 20+ years of experience with real home improvement professionals on set. Kevin also provides tips on work-life balance, the power of saying no, and the importance of storytelling for small businesses. He also shares valuable advice on collaboration, growth, and navigating reviews.

Kevin O'Connor website

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Biz Bite Episode 13 : Yelp's Business Resource Hubs

Tue, 12 Nov 2024 23:42:42 -0000

In ep. 13 of “Biz Bites," we explore Yelp's Business Resource Hubs, which celebrate diversity and support entrepreneurs of all identities. Discover how attributes like women-owned, Black-owned and LGBTQ+ owned can enhance your business's visibility. And hear highlights from various hubs including the business owner features.

Yelp's Diversity Resource Hub

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Biz Bite Episode 12: Holiday Marketing Musts for Small Businesses

Tue, 05 Nov 2024 08:00:00 -0000

In ep. 12 of “Biz Bites," we discuss strategies for maximizing the holiday season. Like engaging with customers through social media, creating excitement around holiday offerings, and promoting your hardworking staff. We also dig into how to effectively collaborate with other businesses, participate in local events, and capture more content for promotion you can use year round. Get advice and tips for using the holidays to connect with customers and generate support for your business.

A helpful holiday guide for local businesses

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From Backyard Hobby to Bagel Sensation: PopUp Bagels’ Recipe for Success

Thu, 17 Oct 2024 07:00:00 -0000

PopUp Bagels isn’t just serving up fresh bagels — it’s redefining the bagel experience. Founded by Adam Goldberg, this business has grown from a backyard project to a beloved sensation across multiple locations. Known for its innovative flavors, personalized customer interactions, and social media buzz, PopUp Bagels creates a community vibe with every order. Yelp reviewer Amanda also shares how the shop’s unique approach and genuine customer service made her visit unforgettable.

Pop Up Bagels

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The Origin Story of Pop Up Bagels

Thu, 10 Oct 2024 07:00:00 -0000

Host Emily Washcovick sits down with Adam Goldberg, the founder of PopUp Bagels. Discover how this at-home hobby turned into a nationwide sensation, complete with viral cream cheese schmears. Adam shares the origin story of the business and the shift that drove him to create a unique bagel experience that could scale. Turn in next week to continue the PopUp story, and hear from reviewer Amanda R.

Pop Up Bagels

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R House: The Art of Casual Fine Dining and Drag Brunch

Thu, 03 Oct 2024 07:00:00 -0000

R House Wynwood is an award-winning eatery in Miami, known for its fabulous brunches. Owners Rocco Carulli and Owen Bale share their journey from a casual fine dining restaurant to a local hotspot for drag performances. Hear from local reviewers, and Yelp Community team members, Diandra L and Farah A, on how R House balances top-notch food, exceptional service, and unforgettable entertainment. Learn lessons on community engagement, grassroots marketing, and the importance of customer feedback.

R House Wynwood

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Mac & Cheese Dreams: Reinventing Restaurant Culture with Erin Wade

Thu, 26 Sep 2024 07:00:00 -0000

Host Emily Washcovick sits down with Erin Wade, best-selling author, chef, and entrepreneur. Erin shares her journey from being an unhappy lawyer to opening Homeroom, a wildly popular mac & cheese restaurant in Oakland, CA. Hear the lessons Erin learned along the way, and specifically how she built a unique restaurant culture, as well as system for dealing with sexual harassment. Tune in for insights that can help any small business thrive, from Erin's new book, "The Mac and Cheese Millionaire.”

Erin Wade

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The Challenge of Raising Funds for Your Small Business

Fri, 20 Sep 2024 07:00:00 -0000

It takes a lot to start a small business, and often, individuals face many barriers along the way. We deep into a common barrier many entrepreneurs face when jumpstarting their small business: a lack of funds. Through interviewing three individuals who have successfully raised money to launch their businesses, we will answer the following questions: How can I raise money for my small business? What tools are out there to help with my money-raising goals? What challenges might I face while doing so?

Listen to the Side Hustle to Small Business podcast on Apple Podcasts or Spotify, or visit: entm.ag/hiscox

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Simplifying Payroll and Benefits: A Conversation with Gusto’s CEO Josh Reeves

Thu, 19 Sep 2024 07:00:00 -0000

Host Emily Washcovick interviews Josh Reeves, CEO and Co-Founder of Gusto. They discuss Gusto's mission to simplify payroll, benefits, and HR management for small businesses. Josh shares his entrepreneurial journey, the importance of customer feedback, and how Gusto leverages technology to support over 300,000 small businesses. Whether you're a business owner or an aspiring entrepreneur, this episode offers valuable insights on enhancing your business operations and customer engagement.

Gusto

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Small Business Secrets from a Pizza Empire

Thu, 12 Sep 2024 07:00:00 -0000

In this episode hear from Tony Gemignani, the mastermind behind Tony’s Pizza Napoletana and several other pizza concepts. Tony shares his journey from a single pizzeria to an expansive empire, including fast-casual spots, and franchises. Discover how Tony maintains exceptional customer service across different concepts using strong systems, communication, and leadership. Reviewer Dominic B. provides valuable insights into the power of review responses, and digital marketing.

Tony's Pizza Napoletana

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Biz Bite Episode 11: Turning Yelp Leads into Sales: Strategies for Service Pros

Tue, 27 Aug 2024 07:00:00 -0000

In ep. 11 of the "Biz Bites" series, we dive into how services businesses can leverage Yelp to attract and convert leads. Discover impactful features to get your business found, from setting up your service area to selecting the right services offered. Learn tips for optimizing your Yelp profile, responding quickly to job requests, and converting a message or job request on any platform into a paying customer.

Yelp tools that help a home services business attract qualified leads

4 tips for turning job requests into sales

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Digital Marketing Simplified with GoDaddy

Thu, 22 Aug 2024 07:00:00 -0000

Host Emily Washcovick interviews Amy Jennette, the Integrated Marketing and Product Marketing lead at GoDaddy. Discover how GoDaddy empowers small businesses with digital marketing tools, AI-driven solutions, and SEO strategies. Learn practical tips on building your brand, creating a content calendar, and leveraging customer reviews to enhance your online presence. Whether you're a new entrepreneur or looking to grow your business, this episode offers valuable insights to help you succeed.

GoDaddy Resources GoDaddy AI Prompt Library More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Biz Bite Episode 10: Lessons from MICHELIN-starred restaurants to help any business on Yelp

Tue, 20 Aug 2024 18:08:00 -0000

In ep. 10 of the “Biz Bites'' series, learn from MICHELIN-starred restaurants on Yelp. Highlighting an article by Kristi Lindahl, Emily discusses how these top-tier restaurants utilize Yelp's free tools to boost visibility and attract customers. From high-quality photos and accurate business hours to leveraging amenities and responding to reviews, the episode offers actionable tips for any business. Tune in to discover how to maximize your Yelp presence and enhance customer engagement.

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Exterminating the Hassle From the Pest Control Experience

Thu, 15 Aug 2024 07:00:00 -0000

In this rerun of a season 2 favorite, hear how Ben and Jenny McAvoy created Insectek, a pest control business that puts communication and customer service at the forefront. Their efforts have curated life long customers like reviewer Rosie P. Insectek turned her stressful pest encounter into a seamless experience. You’ll also hear more from Ben and Jenny about the values that guide their hiring and training processes.

Insectek Pest Solutions - Yelp Ads Case Study Insectek Pest Solutions Yelp Page Theme Music by Ali Schwartz and Meserole Sound

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Biz Bite Episode 9: Getting Started with Advertising

Tue, 13 Aug 2024 21:39:00 -0000

In ep. 9 of the “Biz Bites'' series, we talk about online advertising and the options available with Yelp, as well as how to decide if your business should work with a marketing agency. We also cover the available solutions and benefits for marketing agencies that are interested in becoming a part of the Yelp Advertising Partner Program.

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How Salt & Straw Expanded to Miami with Community and Creative Flavors as the Focus

Thu, 08 Aug 2024 07:00:00 -0000

In this rerun of a Season 2 favorite, hear from owner Kim Malek on how she expanded her community based ice cream shop to be in markets across the country, all with a local feel. Miami reviewer Diandra shares how Salt & Straw made a splash in FL, and what local collaborations had her excited to visit the business. Also hear great advice for growing and managing a team of employees that reflect your brand and culture, and engage well with customers.

Local Business Summit ft. Kim Malek Salt & Straw (Coconut Grove location) More about the episode Theme Music by Ali Schwartz and Meserole Sound

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The Art of Connection: How Black Serum Tattoo Creates a Welcoming Space

Thu, 01 Aug 2024 07:00:00 -0000

Join host Emily Washcovick as she explores the success behind Black Serum Tattoo with owner Brücius Zylander. In this episode, Brücius shares key takeaways on running a small business: refer clients elsewhere if you don’t offer the service they need, create an atmosphere that reflects your mission and values, and ensure your business mirrors the diversity of your community. Learn how great customer service and a meaningful workspace contribute to stellar reviews and long-term success.

Black Serum Tattoo More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Mastering Customer Service & Communication: Lessons from a Landscaping Pro

Thu, 25 Jul 2024 07:00:00 -0000

Nature’s Friends Landscaping isn’t just transforming gardens – it’s revolutionizing local landscaping services. Founded by Cliff Bressler, this business brings expertise and personalized care to every project. Nature’s Friends Landscaping caters to homeowners, offering a range of services from tree work to complete garden makeovers. Loyal customer and Yelp Elite Liz S. also shares how Cliff’s reliable, knowledgeable, and responsive approach has exponentially improved her outdoor spaces.

Nature's Friends Landscaping More about the episode Theme Music by Ali Schwartz and Meserole Sound

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How Seizing Opportunities Transformed Think Greek’s Visibility

Thu, 18 Jul 2024 07:00:00 -0000

In this episode, Emily Washcovick chats with Rosanne, general manager of Think Greek. From originating as a food truck, to winning the South Beach Wine and Food Fest and the title of the Best Bite in Town, Rosanne shares how innovation and creativity have set Think Greek apart. Learn about their journey to being featured on Food Network’s Best Bite in Town, and get insights on embracing opportunities, managing feedback, using social media, and more!

Check out out first episode featuring Think Greek More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Scaling Sweet Success: The Tres Lecheria Journey

Thu, 11 Jul 2024 07:00:00 -0000

Host Emily Washcovick sits down with Vincent Berretta, co-owner of Tres Lecheria, to discuss their journey from a small bakery to a wholesale supplier for grocery chains. Vincent shares valuable lessons on budgeting, funding, and scaling a business, emphasizing the importance of financial strength for stability and growth. Discover how Tres Lecheria navigated challenges, pivoted during the pandemic, and leveraged customer feedback to zone in product offerings, and expand their market reach

Check out our first episode with other Tres Lecheria co-owner Kevin More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Building a Strong Online Presence: Tips from Previous Guests

Thu, 13 Jun 2024 07:00:00 -0000

Host Emily Washcovick kicks off Season 3 with a recap of her favorite themes and takeaways from the last 50 episodes. Discover insights from business owners and customers on creating exceptional experiences, the importance of engaging with Yelp, and how to leverage reviews for growth. Tune in for practical advice and inspiring stories from diverse businesses, and get a sneak peek at what’s coming this season!

Adela's

Salt & Straw

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Under the Hood: Honesty and Expertise at Steve's Auto Care

Thu, 06 Jun 2024 07:00:00 -0000

Steve's Auto Care in Novato, CA, is more than just a repair shop; it's a testament to honesty and quality in the auto service industry. For years, owner Steve Lite has cultivated a reputation not only for expert vehicle repairs but also a community-focused approach that prioritizes genuine service over quick profits. Yelp reviewer Christine P shares how trust and integrity won her business, and made her a customer for life.

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Branching Out: City Tree Delivery's Seasonal Success

Thu, 30 May 2024 07:00:00 -0000

City Tree Delivery isn’t just providing holiday cheer with Christmas trees. It’s a service revolutionizing the way busy urban dwellers decorate for the season. Founded by Chris Hohenstein, this business caters to convenience, delivering not only trees but also a full holiday spirit directly to your door, with special features like installation, decoration, and pick-up. Customer Ojus, a Yelp Elite, also shares how the hassle-free service has transformed his family’s Christmas experience.

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From Beige Walls to Beautiful Chaos: The Evolution of Tattooed Mom

Thu, 16 May 2024 07:00:00 -0000

It should come as no surprise that a restaurant called Tattooed Mom is as eclectic as the name implies. Open for 27 years in Philadelphia, Tattooed Mom serves great food for everyone — omnivores, vegetarians, and vegans alike. Owner Robert Perry has built a community-first space by holding as many local events as he can for local activist and creative groups, hosting art shows, poetry nights, all while serving delicious food. Reviewer Al shares his experience and what makes TMOMs review worthy.

Tattooed Mom More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Books and Business: The Evolution of Powell’s City of Books

Thu, 09 May 2024 07:00:00 -0000

Powell's City of Books is no mere bookstore; it's an institution, community, and treasure for bibliophiles. This literary haven offers new, used, and rare finds that beckon readers from every corner of the globe. Store Manager Bry Hoag helped Powell's flourish into a cultural icon with its unique blend of history, sustainability, and unwavering commitment to the written word. Yelp Elite reviewer Chelsea G. also shares the magic that makes Powell’s a cornerstone of Portland's vibrant community.

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Starting a Business That Aligns With Your Passions

Fri, 03 May 2024 07:00:00 -0000

Bonnie Mauldin has been hustling since she was a kid. At eight years old, she was knocking on doors offering to shovel driveways. After graduation, she entered the medical field, but quickly discovered it was not for her. Now, Bonnie owns two successful businesses, The Mauldin Group and Mauldin Production Company. Having learned a lot along the way, Bonnie shares her tips on changing careers, side hustles, and running multiple businesses.

Listen to the Side Hustle to Small Business podcast on Apple Podcasts or Spotify, or visit: entm.ag/hiscox

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Marketing Mastery: A Conversation with Marketing Happy Hour Podcast Hosts

Thu, 02 May 2024 07:00:00 -0000

Erica Spitzley and Cassie Tucker are crazy about two things: marketing and happy hour. So when one happy hour turned into a four-hour conversation about the best and brightest marketing ideas, they knew they had to build a bigger table, so to speak. They created the Marketing Happy Hour podcast, where they have built a community of some of the best minds in marketing to share insights and strategies for businesses of all sizes. In this episode they chat with Behind the Review host Emily.

Marketing Happy Hour Podcast Theme Music by Ali Schwartz and Meserole Sound More about the episode

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Vegan Chef Turns Food Network Title Into Championship Career

Thu, 25 Apr 2024 07:00:00 -0000

Chef Priyanka Naik took a very non-traditional route to success as a Food Network Champion. When culinary school didn’t align with her vegetarian upbringing, she didn’t let that stop her from pursuing her dreams of cooking on TV. Instead, she took a tech job to support her while working on becoming the best vegan chef she could. Her tireless self-promotion and not taking no for an answer landed her a dream chance on the Food Network, a cookbook, and so much more.

Chef Priyanka Theme Music by Ali Schwartz and Meserole Sound More about the episode

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Three Lists in Three Years: How Il Canale Uses Yelp to Fuel Growth and Inspire Change

Thu, 18 Apr 2024 07:00:00 -0000

Alessandro Farruggio and his family, owners of Il Canale in Washington D.C., are experts in the pizza business. Since Alessandro’s father immigrated from Italy in the 1970s, the family has been serving authentic Italian recipes in the D.C. area. Their delicious food, consistent customer engagement, and knack for adaptability has earned them recognition on three Yelp Top 100 lists since 2022. Reviewer Sydney G. shares how the restaurant became one of her go-to dinner spots.

Il Canale Theme Music by Ali Schwartz and Meserole Sound More about this episode

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Tea and Milk Owner Expands Both His Business and Customer Horizons

Thu, 11 Apr 2024 07:00:00 -0000

Tea and Milk owner Mathew Wong has gone to great lengths to create the best bubble tea possible, traveling as far as Japan to research and source his tea. He uses only the highest quality ingredients in all of his products, but found that they weren’t always popular with customers, who had grown used to inferior ingredients. In order to expand, Wong first had to educate himself, his team, and his customers on the intricacies of tea making.

Tea & Milk More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Building Community Intentionally: A Conversation With 3 Yelp Community Managers

Thu, 21 Mar 2024 07:00:00 -0000

It takes a village to raise a small business, as any entrepreneur will tell you. It sounds like a solo act, but the more advocates in a business’s corner, the more likely their success. This week Emily sits down with three of Yelp’s community managers to talk about their roles and what they can do to help make a small business successful — everything from making connections in the community, hosting events on site, to promoting the business on Yelp’s local social media pages.

Roundtable Discussion with 3 Community Managers More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Counter Service and Community Building: Yo’ Mama’s Recipe for Success

Thu, 14 Mar 2024 07:00:00 -0000

Crystal Peterson, owner of Yo’ Mama’s, has kept service at the forefront of her strategy from day 1. Located in downtown Birmingham, the family-run comfort food restaurant targets the city’s busy visitors and workers during lunch hour with quick and friendly counter service. Reviewer Delia S. shares how her first experience in Yo’ Mama’s welcoming community space made the restaurant a staple in her rotation.

Yo' Mama's More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Brewing Community : Nirvana Soul's Mission of Connection

Thu, 07 Mar 2024 08:00:00 -0000

Nirvana Soul in San Jose isn’t your ordinary coffee shop. It’s loud, vivacious, and encourages community expression, whether in their regular open-mic nights or the colorful art on the walls. Sisters and co-owners Jeronica and Be’Anka created their coffee shop to serve up unique flavors like the White Rose Latte and a Hazelnut Mocha. But the more important mission is to combat one of the big epidemics facing our country — loneliness. Customer Camy shares what she loves about Nirvana Soul.

Nirvana Soul More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Serving Salsa With a Smile: How Lisa and Miguel Became Local Food Celebrities

Thu, 29 Feb 2024 08:00:00 -0000

Lisa and Miguel Segura, owners of Miguel’s Artisan Recipes, always have an open seat at their table. The couple has spent the last three years finding new ways to share their jarred salsas and fresh Mexican recipes with their community. What started as pandemic deliveries to their circle of friends turned into a full-fledged brick-and-mortar operation in Clovis, CA. Yelp user and Community Director Nathen M. shares his experience meeting Miguel and Lisa and falling in love with their business.

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Biz Bites #8 : How to Get Yelp Reviews Without Asking

Tue, 27 Feb 2024 08:00:00 -0000

In ep. 8 of the “Biz Bites'' series, we talk about how to get reviews without asking. An important part of managing your online reputation, especially on Yelp. From providing memorable experiences, responding to reviews publicly, and making the most of Yelp’s free features, this episode breaks down 5 things businesses can do to encourage customers to share their experiences in a review. We also dig into creating photo opportunities for customers, and weaving Yelp into your marketing materials.

How to get Yelp reviews without asking blog post More about the episode Theme Music by Ali Schwartz and Meserole Sound

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A Farmers Market with a Mission to Nourish and Educate the Community

Thu, 22 Feb 2024 08:00:00 -0000

Located in Humble, TX, Fall Creek Farmers Market is the perfect place to pick up produce and fresh foods while learning more about sustainable agriculture. Jonathan and Andrea, the husband-and-wife duo behind the market, integrate integrity and education about sustainable farming and the importance of food quality into everything they do. Reviewer Forest shares what stood out during his visits to the market. And what keeps him coming back.

Fall Creek Farmers Market

More about the episode

Theme Music by Ali Schwartz and Meserole Sound

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Serving Happiness: Building a Business on Customer Feedback

Thu, 15 Feb 2024 08:00:00 -0000

Most people open their own business with a solid plan and a firm idea of what that business offers. Tomeka Wallace opened Happy Cafe with exactly that, but her ability to learn as she goes, pivot when needed, and “just roll with it,” as she says, led to many changes to her menu and her operating hours. Listening to her customers and reviewers gave her new ideas, has expanded her offerings, and is one of the keys to the success of her beach town sandwich shop.

Happy Cafe More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Making Waves in the Community Means Sweet Success

Thu, 08 Feb 2024 08:00:00 -0000

Sundae Scoop is an ice cream shop and community gathering place in Virginia Beach. Sibs and Philip Harrell opened the doors in 2021, bringing diverse flavors, and a fun environment for people to come together and try something new. Yelp Elite Aneesa P shares her first time at the business and what was so memorable about the entire experience. She drove pretty far to enjoy some ice cream, but the Sundae Scoop team made it well worth the trip.

Sundae Scoop More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Biz Bite Episode 7 : Black History Month & Identity Marketing

Tue, 06 Feb 2024 08:00:00 -0000

In ep. 7 of the “Biz Bites'' series, we celebrate Black History Month and discuss identity marketing. Consumers want to connect with the businesses they support, and sharing your story and identity as the business owner is a way to create deeper connections - particularly when relevant to your business and offerings. Learn about ways to leverage heritage months and other times of celebration that align with your business and background.

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Chef JJ on leading a rice renaissance in Harlem

Thu, 01 Feb 2024 08:00:00 -0000

James Beard Award-winning Chef JJ Johnson knows that the best things in life start simply, so he built his restaurant around one of life’s basic grains—rice. He then took his clean and healthy cooking to unlikely neighborhoods to make sure everyone has access to healthy and affordable food. That great tasting food plus data gathering and studying his customer base turned into a recipe for success. Reviewer Sonya H shares her first time at FIELDTRIP and what made the experience memorable.

FIELDTRIP More about the episode Theme Music by Ali Schwartz and Meserole Sound

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MT Noodles: The Intersection of Heritage, High Quality Ingredients, and Community Through Vietnamese Food

Thu, 25 Jan 2024 08:00:00 -0000

Located in a strip mall in a Minnesota suburb, MT Noodles has become a local favorite. Justin and the team at MT Noodles integrate their Vietnamese heritage into everything they do, making sure that all customers can find homemade dishes that they will enjoy, regardless of whether or not they’ve tried Vietnamese dishes before. Hear how the staff maintains their founding mission of serving fresh and authentic cuisine, while reviewer Robby shares what stood out for him.

MT Noodles More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Biz Bite Episode 6 : AI & ChatGPT for Business Owners

Tue, 23 Jan 2024 08:00:00 -0000

In ep. 6 of the “Biz Bites'' series, we discuss how small businesses can utilize ChatGPT & AI as tools to help them with things like preparing their taxes, or putting together a social media content calendar. We also dig into some of the limitations of the technology and the importance of human oversight and a personalized touch. ChatGPT and AI will never replace humans in your business, but it can help enhance your operations.

More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Tapping Into Relaxation: The Creation of Oakwell Beer Spa

Thu, 18 Jan 2024 08:00:00 -0000

The path between the entrepreneurial spark and finding that first great business opportunity was long and winding for Oakwell Beer Spa owners Jessica French and Damien Zouaoui. In fact, it was 14 months long and 25 countries winding. After trying out experiences across the globe, they settled on their business concept — a beer spa — and have been brewing plans to expand the business since day one. Yelp user Jessica shares her experience at the business, and what made it so review worthy.

Oakwell Beer Spa More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Scooping Success: How Salt & Straw Expanded to Miami With Community and Creative Flavors as the Focus

Thu, 11 Jan 2024 08:00:00 -0000

Ice cream is elevated to new and delicious heights at Salt & Straw Ice Cream shops, with flavors like honey lavender and peanut butter brittle caramel fudge. When the time came to expand beyond the shop’s West Coast roots, co-owner Kim Malek decided to embrace a new city — Miami — and introduce her unique ice cream brand through established local businesses. Miami based Yelp Regional Manager, Diandra shares her experience as a Salt & Straw consumer, and what keeps her coming back.

Salt & Straw (Coconut Grove location)More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Biz Bite Episode 5 : New Year, New Business Goals

Tue, 09 Jan 2024 08:00:00 -0000

In ep. 5 of the “Biz Bites'' series, we discuss tactical advice for small businesses on setting achievable goals for the new year. There needs to be a balance of both big-picture objectives and detailed planning. First, select a manageable number of goals, and break them into actionable steps. Regular check-ins and adjustments along the way ensure these goals remain on track. The episode also takes you inside a year of goal tracking with language services company, Diàfano.

More about the show Theme Music by Ali Schwartz and Meserole Sound

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Using Collaboration to Unlock Your Entrepreneurial Potential

Thu, 14 Dec 2023 08:00:00 -0000

With hectic work hours and unique challenges, entrepreneurship can often feel like a lonely endeavor. After experiencing the struggles of solo entrepreneurship first-hand, Jill Salzman was inspired to create The Founding Moms, a community with the goal of connecting mom entrepreneurs. On this week’s episode, Jill shares her takeaways from her journey of “serial entrepreneurship” spanning almost 20 years and how she used networking and collaboration to unlock her potential.

Jill Salzman Founding Moms More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Customer-Centric Hospitality: How Wild Horse Pass elevates service standards for their guests

Thu, 07 Dec 2023 08:00:00 -0000

Located in Chandler, AZ, the Sheraton Grand at Wild Horse Pass is a resort for any kind of trip—families, couples, and golfers alike can find exactly what they’re looking for during their time at the resort. Bill and the Wild Horse Pass team integrate customer service and a “can-do spirit” into everything they do. Hear how the staff uses teamwork and collaboration to maintain a multidimensional space for over 500 guests. Reviewer Jessica shares what stood out for her and her family.

Sheraton Grand at Wild Horse Pass More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Booking New Clients & Turning Them Into Lifelong Customers With Bronco Pro Kleen

Thu, 30 Nov 2023 08:00:00 -0000

Over the past decade, Bronco Pro Kleen Carpet Cleaners has become known as a reliable and efficient team within the Denver area. Travis and the Bronco Pro Kleen Carpet Cleaners team integrate customer service into each of their team’s actions, making customers feel like they can rely on the team for repeat services. Hear from owner Travis on Bronco Pro Kleen’s beginnings, and how they maintain success, as well as how that impacts customers like Stacey L.

Bronco Pro Kleen Carpet Cleaning More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Made From Scratch: How Mignon Francois Grew Her Cupcake Business and Inspired Others Along The Way

Thu, 16 Nov 2023 08:00:00 -0000

Mignon Francois started her cupcake business, The Cupcake Collection, with the $5 she had left to feed her family for the week. 15 years later, The Cupcake Collection is a multi-million dollar operation, with Mignon still serving as CEO and “Director of Joy.” In this live episode, Emily brings Mignon back to the podcast to talk about her inspiring business journey and empowering new book Made from Scratch: Finding Success Without a Recipe. You can listen to the first episode with Mignon here.

The Cupcake Collection (original location) More about the episode Theme Music by - Ali Schwartz and Meserole Sound

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Driving 5-Star Customer Experiences: The Boho Camper Vans Journey

Thu, 09 Nov 2023 08:00:00 -0000

Boho Camper Vans co-owner David Sodemann was inspired to start his business after a trip to Maui when he realized traveling could become expensive quickly due to lodging. Fast forward to the pandemic, Boho Vans blew up when camper vans became the ideal way to travel while socially distanced. Hear how David uses communication with his customers to make them feel comfortable and cared for even while on the road. Also hear what drove reviewer David A. to leave Boho Vans a five-star review.

Boho Camper Vans More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Biz Bite Episode 4 : Encouraging Engagement With Your Customers Online

Tue, 07 Nov 2023 15:34:27 -0000

In ep. 4 of the “Biz Bites'' series, we discuss ways to connect with your customers online, and encourage them to share experiences with your business digitally! It starts by creating memorable in-person experiences, and then having your customers share that online. When they do, make sure you engage back! Also, collect contact information whenever you can - so you can communicate with your customers directly. Lastly, let engagement happen naturally, and don’t ask customers for Yelp reviews.

More about the show Theme Music by Ali Schwartz and Meserole Sound

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Exterminating the Hassle From the Pest Control Experience

Thu, 02 Nov 2023 07:00:00 -0000

When Ben and Jenny McAvoy struggled to get in touch with pest control providers in the Phoenix area, they took matters into their own hands. The couple created Insectek, a pest control business that puts communication and customer service at the forefront. And their efforts paid off — hear from reviewer Rosie P on how Insectek turned a stressful pest encounter into a seamless experience. You’ll also hear more from Ben and Jenny about the values that guide their hiring and training processes.

Insectek Pest Solutions More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Biz Bite Episode 3 : Planning For Seasonality & Holiday Bursts

Tue, 31 Oct 2023 07:00:00 -0000

In ep. 3 of the “Biz Bites'' series, we discuss strategies for maximizing the holiday season. Like engaging with customers through social media, creating excitement around holiday offerings, and promoting your hardworking staff. We also dig into how to effectively collaborate with other businesses, participate in local events, and capture more content for promotion you can use year round. Get advice and tips for using the holidays to connect with customers and generate support for your business.

More about the show Theme Music by Ali Schwartz and Meserole Sound

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Picking a Yelp Elite’s Brain on Reviews

Thu, 26 Oct 2023 07:00:00 -0000

Yelp Elite Gwyn C talks about how she evaluates businesses and how she chooses a star rating. Ranging from occasional freebies to general customer service, Gwen gives insight on how to form a great relationship with customers. She provides clarity on how she writes reviews, as well as the rationale behind each review. In this episode, hear why the smallest details really do matter. And the impact and importance of responding to customer reviews - both positive and negative.

Gwyn C. Yelp Profile More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Biz Bite Episode 2 : Tapping Into Culture, Trends & Local Events

Tue, 24 Oct 2023 07:00:00 -0000

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Jumping In: How Taking Risks is a Necessary Part of Growing Your Business

Thu, 19 Oct 2023 07:00:00 -0000

When Nate Bennett and Thanat Tanachon first decided to open their martial arts facility, they wanted to shatter the misconception that martial arts is a violent and aggressive sport by revolving their business around building a community based on respect. Now, Little Giant is a 5-star business on Yelp with tons of glowing reviews. Reviewer Samantha N shares what sets Little Giant apart, and why she travels so far with her kids to be a part of their community.

Little Giant Muay Thai More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Biz Bite Episode 1 : Translating Your In-Person Experience Online

Tue, 17 Oct 2023 07:00:00 -0000

Our first "Biz Bites" episode explores the critical concept of translating your in-store consumer experience into a compelling online presence. Creating connections with your customers in-person is crucial, but the next step is to leverage online listings, review sites, and social media to reflect your uniqueness and attract new customers. By responding to reviews and showing up online, you build trust. This digital consistency ensures you make a lasting impression and attract future customers.

More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Savoring the Small Business Journey With Angela Shen

Thu, 12 Oct 2023 07:00:00 -0000

Two years ago, Behind the Review featured Angela Shen and her longstanding food tour business, Savor Seattle. Since then, Angela sold Savor Seattle and started a new tour business, Savor the Wild, this time focused on novel food experiences in the wild, such as oyster shucking and mushroom foraging. Hear from Angela on what inspired her decision to leave behind her successful first venture and start again from scratch.

Savor the Wild Tours More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Building a Legacy One Restaurant at a Time

Thu, 05 Oct 2023 07:00:00 -0000

Kei Concepts CEO Viet Nguyen takes the inspiration for his restaurant group from an unusual source — 14th century Italian banking dynasty Medici family — to build his own dynasty of eight restaurants, with more on the way, in Orange County. While the different restaurants are all separate concepts with their own menus, the consistency in service and experience can be felt across the brand. Customer Sabrina has dined at multiple concepts in the group and shares what really makes them special.

Kei Concepts More about the episode Theme Music by Ali Schwartz and Meserole Sound

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The Ultimate Guide to Teach Your Team Stellar Customer Service

Thu, 28 Sep 2023 07:00:00 -0000

Stellar customer service is the core of every successful business. But the journey to get there is not always the easiest. How do you balance the resources, time, and methods to ensure that your employees are going above and beyond to provide customers with what they need? In this episode of Behind the Review, Jeff Toister, a service culture guide, shares his tips on teaching employees how to offer a service that keeps customers coming back.

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The Trick to Getting 5-Star Reviews? A Little Bit of Magic.

Thu, 21 Sep 2023 07:00:00 -0000

As the owner and solo employee at Trickery, a magic & comedy show in Chicago, Aaron Rabkin wears many hats — and not just ones with rabbits inside. To keep the show fresh and maintain his energy, Aaron adopts the motto “less is more,” creating intimate shows for audiences of up to 35 people. Hear from one of these attendees, reviewer Jackie M., about her experience at the show and from Aaron about how his hard work has achieved Trickery a perfect record of 5-star reviews, including Jackie’s.

Trickery More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Using Feedback to Guide the Direction of Your Business

Thu, 31 Aug 2023 07:00:00 -0000

Implementing feedback from all the reviews you receive as a business owner can be an overwhelming task but don’t make the mistake of overlooking their importance. In this episode of Behind the Review, Alok Ahuja, founder of Trexity, shares how he utilizes constructive criticism to guide the direction of his business. Even after finding success as a CEO, the voices of his customers is something he’ll never let go unheard.

Trexity More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Ambitious Athletics Creates Community & Helps People Reach Their Goals

Thu, 24 Aug 2023 07:00:00 -0000

From reaching out after one of his clients misses a class, to providing an affordable one week trial for new clients, Ambitious Athletics makes connecting with clients their top priority. Ambitious Athletics strives to provide clients the tools they need to reach their goals, using a more personal approach for each individual. Hear from owner Carmen Sturniolo on how he makes sure he creates a safe and friendly environment for his clients; he’s joined by Steven C, a satisfied customer.

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Success Is No illusion For A Baltimore Magic Show

Thu, 17 Aug 2023 07:00:00 -0000

Emily chats with Spencer Horsman & Nicole Bailey, creators of an intimate magic experience that was ranked #2 in Arts & Entertainment on Yelp + Entrepreneur Media's first ever Top 150 Mom & Pop Shops list. Discover their captivating journey, engaging tricks on and off the stage, and how a personal touch creates memorable experiences. Delve into the role of reviews in shaping their success, and what clients like Derick Y think of the show.

Illusions Bar & Theater More about the episode Theme Music by: Ali Schwartz and Meserole Sound

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Learning to Adapt to the Changing Market

Thu, 10 Aug 2023 07:00:00 -0000

Wade Dickinson has been passionate about engraving since he was a young adult. He opened his business Heirloom Engravers and started taking on various clients, from large scale companies to individual projects. In this episode, Wade talks about his personal business philosophy and how he has learned to utilize online forums for communicating with his clients despite his initial reservations. He’s joined by Sarah R., a reviewer who made a pivotal recommendation for the business.

Heirloom Engravers More about the episode Theme Music by Ali Schwartz and Meserole Sound

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Passion and Persistence: Sandra's Next Generation's Journey to 34 Years

Thu, 03 Aug 2023 07:00:00 -0000

Sandra’s Next Generation, a soul food restaurant in New Haven, is #56 on Yelp’s Top 100 Places to Eat in the US in 2023. It’s not just the great food, like the famous fried chicken or rasta pasta, that makes Sandra’s a go-to place for good eating for more than 34 years. It’s the purposeful positive vibes that Sandra and her husband Miguel share with employees and diners alike that keeps people coming back for seconds.

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A Crash Course on Writing Yelp Reviews with Impact

Thu, 27 Jul 2023 07:00:00 -0000

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

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A Deep Dive into Small Business with 3 of Yelp's 2023 Luminary Fellows

Thu, 20 Jul 2023 07:00:00 -0000

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

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Starbright Floral Bloomed Into Big Business by Asking the Right Questions

Thu, 13 Jul 2023 07:00:00 -0000

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

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Joy, Magic, and Fun: Revitalizing a 93-Year-Old Chocolate Shop

Thu, 29 Jun 2023 07:00:00 -0000

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

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Mexican Mom Welcomes Guests into her Restaurant as Family

Thu, 22 Jun 2023 07:00:00 -0000

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

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Queens of Sustainability: A Woman-Owned Business Makes Zero Waste Its #1 Priority

Thu, 15 Jun 2023 07:00:00 -0000

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

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A Strong Social Media Presence Is Boosted with Yelp Business Page

Thu, 08 Jun 2023 07:00:00 -0000

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

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Elevating the Cookie to New Heights Leads to 5* Reviews

Thu, 01 Jun 2023 07:00:00 -0000

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

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Making Your Social Media Strategy Crystal Clear

Thu, 11 May 2023 07:00:00 -0000

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

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Keeping It Sweet and Simple Makes This Coffee House Stand Out

Thu, 04 May 2023 07:00:00 -0000

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

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How Sunbliss Cafe Earned The #6 Spot on Yelp’s Top 100 Places to Eat

Thu, 27 Apr 2023 07:00:00 -0000

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

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Changing Your Mind About Change: A Chat with Entrepreneur’s Jason Feifer

Thu, 20 Apr 2023 07:00:00 -0000

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.

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Strip Mall Gourmet: How to Surprise and Delight in Any Location

Thu, 13 Apr 2023 07:00:00 -0000

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How Adela’s Earned the #5 Spot on Yelp’s Top 100 Places to Eat

Thu, 06 Apr 2023 07:00:00 -0000

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.

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Season 2 Trailer

Thu, 30 Mar 2023 07:00:00 -0000

A sneak preview of Season Two of Behind the Review. The first episode drops on April 6!

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Behind the Review at 100 (Episodes)

Thu, 09 Mar 2023 08:00:00 -0000

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

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How Dogpatch Games Wrote the Rulebook for Tabletop Gaming Customer Service

Thu, 02 Mar 2023 08:00:00 -0000

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

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Putting You in Your Business

Thu, 23 Feb 2023 08:00:00 -0000

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

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The Impact of Adding a Personal Touch

Thu, 16 Feb 2023 08:00:00 -0000

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

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Expecting the Unexpected in Small Business Expansion

Thu, 09 Feb 2023 08:00:00 -0000

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

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Problem Solvers: How I Won This Angry Customer's Business Back

Thu, 02 Feb 2023 08:00:00 -0000

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.

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Behind the Reviewers: What Makes a Reviewer Tick?

Thu, 26 Jan 2023 08:00:00 -0000

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/

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Building Community and Creating Repeat Customers in the Fitness Industry

Thu, 19 Jan 2023 08:00:00 -0000

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

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The Recipe For Making a Customer For Life: Personalization, Quality, and Care

Thu, 15 Dec 2022 08:00:00 -0000

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

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Infusing Family Recipes with Innovative Dining

Thu, 08 Dec 2022 08:00:00 -0000

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.

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By Women, For Women: A Space To Build Your Career

Thu, 01 Dec 2022 08:00:00 -0000

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.

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San Angelo is Sweet on This Unique Donut Shop

Thu, 17 Nov 2022 08:00:00 -0000

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

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Leveraging Technology for a Better Consumer Experience

Thu, 10 Nov 2022 08:00:00 -0000

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

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Great Customer Service is Always On Tap at San Angelo Brewpub

Thu, 20 Oct 2022 07:00:00 -0000

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

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Using Customer Behavior to Maximize Your Online Presence

Thu, 13 Oct 2022 07:00:00 -0000

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

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The Beauty of Patiently Developing Brand Awareness

Thu, 06 Oct 2022 07:00:00 -0000

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

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Business Owners Make a Strong Case for Responding to Online Reviews

Thu, 15 Sep 2022 07:00:00 -0000

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

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Putting Mental Health On The Table with Skull and Cakebones

Thu, 08 Sep 2022 07:00:00 -0000

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

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Duran’s is the Best Prescription for a New Mexican Food Craving

Thu, 01 Sep 2022 07:00:00 -0000

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Building an Emotionally-Invested Customer Base

Thu, 25 Aug 2022 07:00:00 -0000

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

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Building Competency as a Boss While Growing a Business

Thu, 18 Aug 2022 07:00:00 -0000

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

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The Secret to get Business Blooming From a New York Florist

Thu, 11 Aug 2022 07:00:00 -0000

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

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Sometimes Change is the Best Ingredient in Small Business Success

Thu, 04 Aug 2022 07:00:00 -0000

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

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Baking Your Experiences and Beliefs Into Your Business

Thu, 28 Jul 2022 07:00:00 -0000

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

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Developing a Customer Relationship with Longevity

Thu, 21 Jul 2022 07:00:00 -0000

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

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Mapping Out Your Social Media Strategy With Yelp’s Lara Betthauser

Thu, 14 Jul 2022 07:00:00 -0000

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.

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The Power of Educating Your Customer Base

Thu, 07 Jul 2022 07:00:00 -0000

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

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Going Back to School for a Really Good Beer

Thu, 30 Jun 2022 07:00:00 -0000

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.

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Behind the Community: Spotlight on Your Local Yelp Team

Thu, 23 Jun 2022 07:00:00 -0000

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.

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Working the Kinks out of the Customer Experience

Thu, 16 Jun 2022 07:00:00 -0000

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

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Strategizing for Social: The Video Edition

Thu, 09 Jun 2022 07:00:00 -0000

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

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Aligning Brand Evolution with Tradition

Thu, 02 Jun 2022 07:00:00 -0000

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Stellar Customer Service Starts with the Hiring Process

Thu, 26 May 2022 07:00:00 -0000

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

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Prioritizing Your Mental Health to Impact Your Bottom Line

Thu, 19 May 2022 07:00:00 -0000

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.

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Build the Plane as You're Taking Off

Thu, 12 May 2022 07:00:00 -0000

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

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The Key to Engaging Your Customer Base

Thu, 05 May 2022 07:00:00 -0000

Getting your customers or clients to write reviews is no easy task. And on Yelp specifically, it’s against terms of service and content guidelines to solicit or ask for a review. So how can you naturally encourage them to share their experiences? Marketing expert Elizabeth Sexton shares how Aligned Modern Health, the multi-location holistic wellness business, manages their online presence while subtly showing their customers the power of online reviews.

Ali Schwartz Meserole Sound

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The Rippling Effects of Quality Customer Service

Thu, 28 Apr 2022 07:00:00 -0000

Auto House goes beyond lukewarm customer service, prioritizing one-on-one bonds between buyers and sales partners to integrate themselves into the lives of the community they serve. Auto House has changed the car industry's narrative by implementing thoughtful, personalized help, whether it's loaning out a minivan to let a mom try out at practice or making connections with clients long after the sale. Reviewer Amber P. shares how Auto House became her family’s first choice for their auto needs.

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The Power of Getting Professionally Raw

Thu, 21 Apr 2022 07:00:00 -0000

How a business shows up online is a reflection of who they are in person. Oftentimes business owners worry more about coming across polished than being themselves. In this episode hear from Shawn Walchef on the importance of being authentic and professionally raw online. Shawn hosts a podcast in partnership with Yelp and Entrepreneur Media called Restaurant Influencers. Tune in to episode 1 at the end of this conversation.

Cali BBQ Ali Schwartz Meserole Sound

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How Relationships can Build Business Longevity

Thu, 14 Apr 2022 07:00:00 -0000

Rudy’s Bakery in Queens has been open since the 1930s. 40 years ago, Toni and her uncle bought it and kept many of the recipes alive. Now, they pride themselves on remaining non-commercial with seasonal items and an extensive list of gluten free and vegan pastries and deserts. Toni admits it hasn’t always been easy, and change has been inevitable. But she’s a staple in the community. Hear what reviewer Samantha loves most in this unique episode where we chat with reviewer and owner together.

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Creating A Review Response Strategy

Thu, 07 Apr 2022 07:00:00 -0000

Whether it’s a Yelp listing or another online review site, your reputation matters and is a reflection of the work you do in person with your customers. Having a strategy in place for responding to reviews can help you maximize that online presence, and spread the word about who you are and what you do like word of mouth, but amplified. In this episode hear advice from business owners and consumers about how to engage with your online presence and build a strategy that reflects your business.

Ali Schwartz Meserole Sound

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Why Fit In When Your Business Can Stand Out

Thu, 31 Mar 2022 07:00:00 -0000

At the mouth of Monterey Fisherman’s Wharf lies Paluca Trattoria, a “coastal chic” restaurant focused on keeping the history and authenticity of its location alive. Customers can watch aquatic life swim in the bay while eating delicious meals, and also observe the sense of community and camaraderie in the restaurant. Reviewer Valerie A. shares her experience utilizing Yelp to find this classic Italian meal amidst a relatively touristy location, and what made it stand out.

Paluca Trattoria Ali Schwartz Meserole Sound

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How to Save Time and Money by Analyzing Your Reviews

Thu, 24 Mar 2022 07:00:00 -0000

Online reviews can be an important source of feedback to help improve your business. They’re a signal to what’s going well and what areas could be worked on. In this conversation with Jeff Toister, author of The Service Culture Handbook, you’ll learn how evaluating your reviews can save you time, and improve your business. Digging into what people are saying about you online can help improve customer service, increase sales and pinpoint problems that are costing you money.

Jeff Toister Ali Schwartz Meserole Sound

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Turning Mistakes into Learning Opportunities

Thu, 17 Mar 2022 07:00:00 -0000

People are at the center of Norm Theard’s life, and his restaurant The Quarter Creole Cuisine is another example of that. As the youngest of six, Norm spent time helping his mom recreate recipes from generations past that he brings to life in his restaurant with innovative twists. Hear how Norm continues his family’s legacy through authentic comfort food and service to match. Reviewer Stef B shares her memorable dining experience at and what left her longing to return to this Claremont staple.

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You Could Call It An Adventure

Thu, 10 Mar 2022 08:00:00 -0000

Owning a small business can be an adventure, but according to Paper Route Bakery owner Aaron Seriff-Cullick, it can quickly turn into a crisis. When he made changes to the menu, many customers were disappointed to see favorites disappear, so Aaron showed them other wonderful treats he had cooked up. Aaron shares his experiences — both the good and the not so good — in taking his business from his tiny apartment in Austin to a full-fledged bakery, and the lessons he learned along the way.

Paper Route Bakery Ali Schwartz Meserole Sound

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Prioritizing Relationships Over Sales

Thu, 03 Mar 2022 08:00:00 -0000

Sometimes service can feel forced. At Alpenglow Sports, owner Brendan says 'if you don't love to help people you're not hired.' And that culture creates a customer forward approach to the atmosphere in the shop. Reviewer Sheena wanted to support a local business, and get some gear for a trip. The knowledge and expertise shared by the staff instilled confidence in her, and she appreciated that the guidance wasn’t towards the most expensive product, but the product that suited her needs.

Alpenglow Sports Ali Schwartz Meserole Sound

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The Unexpected Benefits of Competition

Thu, 10 Feb 2022 08:00:00 -0000

Purchasing a home is complicated, and realtor Brad Davis knows it. In fact, his career in real estate first began as a side hustle after buying his first home. Now, after years of working full time at Just Real Seattle, Brad shares his tips and tricks for navigating such a dynamic market. From maintaining organized communication with clients to collaborating with competitors, building relationships is crucial for any business. We’ll also hear from Karen on what stood out working with Brad.

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Shaping a Healthy Workplace Culture

Thu, 03 Feb 2022 08:00:00 -0000

Having been around since before the Great Depression, Chicago’s Music Box Theatre has seen a lot over the decades. From adding social spaces in the building to establishing seasonal events, current senior operations manager Buck LePard discusses the evolution of the historic venue, and how they’ve built such a tight-knit workplace culture. We’ll also hear from Carly, a resident of the neighborhood, about her experience as a moviegoer during the pandemic.

Music Box Theatre Ali Schwartz Meserole Sound

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Clear Communication is Always Key

Thu, 27 Jan 2022 08:00:00 -0000

Whether it be at weddings or quinceañeras, Tempoe Entertainment DJs in Southern California seeks to create a party atmosphere anywhere and anytime. Ryan, or DJ Tempoe, shares how teamwork, cross-training, and clear communication with clients are key to curating the perfect mood for any event. Reviewer Cassandra shares her experience with Tempoe, where the whole team went above and beyond at her daughter’s 16th birthday party.

Tempoe Entertainment DJs Ali Schwartz Meserole Sound Our sponsor: Nearside

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Your Expert Opinion vs. the Customer’s Wants

Thu, 20 Jan 2022 08:00:00 -0000

Shear Bliss Hair Salon owner Lana Kurayeva has qualifications under her belt, being a board certified colorist with over a decade of experience. Despite this, the thing that keeps her customers coming back isn’t just her knowledge of hair care, but the way she shares that knowledge and listens to their wants. In this episode, hear from Lana as well as reviewer Jenn, who discusses all the factors that made her very first hair coloring experience a successful one and what kept her coming back.

Shear Bliss NYC Salon Ali Schwartz Meserole Sound Our sponsor: Nearside

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Building a Lasting Local Presence

Thu, 13 Jan 2022 08:00:00 -0000

With friendly and attentive service, an eccentric selection of signature donuts, partnerships with other local businesses, and an expansive breakfast menu, Cranky Al’s is undoubtedly a staple of the Milwaukee area. Managed by Joey Carioti, the nephew of the original owners, Cranky Al’s has weathered the pandemic and successfully adapted to changing times. In this episode, hear from Joey and reviewer Chadrick about what makes this small local business special and how it continues to thrive.

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The Best Advice from Year One

Thu, 16 Dec 2021 08:00:00 -0000

This episode takes a look at the best advice shared on Behind the Review in its first year. Business owners talk about the stressors and reality of online reviews, and consumers share what makes them want to write a review. You’ll also hear how entrepreneurs handle critical reviews, and what they consider the key to a solid response. Reviews are a form of marketing, and engaging with those online reviews is a great way to reflect your customer service practices and humanize your brand.

Ali Schwartz Meserole Sound

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A Combination of Communication and Organization

Thu, 09 Dec 2021 08:00:00 -0000

Closet America is all about organization, beauty and joy. It’s what they do, and how they do it, and each department works together to create a memorable customer experience. With communication at the center of their success, owner Skip shares how they stay connected over the extended process from getting a quote, to the final installation day. Reviewer Rae shares what stood out most about her interactions with the company, and how her life has improved since hiring their services.

Closet America Ali Schwartz Meserole Sound

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Making the Details Count

Thu, 02 Dec 2021 08:00:00 -0000

After embarking on countless memorable trips together to Greece and Turkey, Rob van den Blink and two of his friends had the idea of bringing the Aegean dining experience to their home in Miami. This resulted in DOYA, a unique meze style restaurant in the heart of Wynwood. In this episode, you’ll hear from Rob as well as reviewer Joe, who discusses how Doya’s ambience, menu, and service have made him a regular at the restaurant.

DOYA Ali Schwartz Meserole Sound

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The Importance of Communication

Thu, 18 Nov 2021 08:00:00 -0000

According to Megan and Tom Gibbings, communication is the most important component of their successful veterinary practice. They’ve found it’s what sets them apart, and when there’s been a challenge or a sticking point, it boils down to a lapse or failure in communication. Patient Courtney shares what stood out to her about West Coast Animal Hospital, and what called her to write a review. She drives hours to West Coast, but that’s the unparalleled trust that’s been instilled by the team.

West Coast Animal Hospital Ali Schwartz Meserole Sound

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This is Fun for Us

Thu, 11 Nov 2021 08:00:00 -0000

Three years in, Bird Bird Biscuit has never stopped trying to make their biscuit just a little bit better. And this is representative of how they approach everything. From the customer experience, down to the employee experience, owner Brian Batch explains that with a core value of “this is fun for us,’ it’s important that team members feel happy and supported; which ultimately translates to great consumer experiences as well. Like reviewer Casey who can’t say enough about the business.

Bird Bird Biscuit Ali Schwartz Meserole Sound:

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Taking Advantage of Going Virtual

Thu, 04 Nov 2021 07:00:00 -0000

What happens when two interior designers from opposite coasts merge somewhere in the middle? Adriele Graham and Elizabeth Berry, the duo behind interior design firm House Meraki, have been serving the Denver area since 2018. Over the years, they’ve established themselves as a client-driven firm and have adapted their practices to weather the pandemic. In this episode, hear about how Adriele and Elizabeth helped reviewer Jéssica make the most out of her rental bedroom...entirely virtually.

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Social Media is Here to Stay

Thu, 28 Oct 2021 07:00:00 -0000

Nestled in the crossroads of downtown Kansas City, Missouri, KC Wineworks is not your typical winery. Owner Lindsay Clausen takes advantage of the shop’s unique Midwestern location and multifaceted wines in order to create a welcoming, friendly wine tasting experience for customers of all experience levels. In this episode, Yelp reviewer Kristina discusses the atmosphere and customer service that has made her a WineWorks regular.

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The Importance of Lifelong Learning

Thu, 21 Oct 2021 07:00:00 -0000

Self development and lifelong learning is Josh Campbell’s key to success. Tune in to hear former guest, and owner of multi-million dollar HVAC company - Rescue Air Heating & Cooling share what leadership means to him, and how developing that leadership in yourself and your team can help your company grow exponentially. You’ll hear first hand advice, as well as a list of book recommendations that you can leverage to further your own leadership.

Rescue Air Heating and Cooling Ali Schwartz Meserole Sound

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A Chance to Make it Right

Thu, 14 Oct 2021 07:00:00 -0000

Customer experiences aren’t always going to be five-star, but it’s what you do with those imperfect experiences that matters. Lush Nail Bar admits that in their industry, imperfections happen. In the case of reviewer Maegen, pointing out those imperfections is what led her to become such a loyal customer. The Lush team was grateful to Maegen for bringing her concerns to their attention, and they did everything they could to turn the experience around.

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Putting People First in Your Business

Thu, 07 Oct 2021 07:00:00 -0000

When Alissa Bayer first opened Milk + Honey in downtown Austin, TX, she set out to prove that you can take great care of your employees and still be a profitable, successful company. By focusing on employees and making sure they’re happy, they will take care of your customers. And your customers can ensure your bottom line is profitable. Hear how the spa concept has grown into seven locations in Texas and Los Angeles, and how Milk + Honey creates memorable experiences for customers like Melissa.

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Consistency That Keeps Customers Coming Back

Thu, 30 Sep 2021 07:00:00 -0000

Brick 3 Pizza has a lot of repeat business, and it’s not simply the fresh ingredients or the friendly faces that keeps customers coming back. It’s the consistency in both the food quality and the customer service. Reviewer Daniela shares what made Brick 3 stand out for her, and how it’s become her favorite pizza place in the city, hands down. Owner Demetri shares the secret behind making food your customers want to eat 6 days a week and managing a staff that welcomes customers in like family.

Brick 3 Pizza Ali Schwartz Meserole Sound

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Mastering the Art of Customer Service

Thu, 23 Sep 2021 07:00:00 -0000

A quality product is important, especially when it comes to a New York bagel. But even with the best flavor, customer service is still key. In this episode, Vadim Nayman, owner of Bagel Master, shares how he believes he can solve any problem without saying no to his customers. He also shares the inside scoop on using social media to stay top of mind. Reviewer Karen shares her experience with the business and what made her keep coming back for over 20 years ago.

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Using Reviews to Unlock Your Competitive Advantage

Thu, 16 Sep 2021 07:00:00 -0000

Jeff Toister is an author, consultant and trainer who helps companies develop customer focused cultures. In this conversation he shares ways that business owners can glean insights and learnings from their online reviews, as well as best practices for responding and engaging with reviews. Discover the true impact of critical reviews on your online reputation, and how to play an active role in the conversation.

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Creating the Perfect Pizza Experience

Thu, 09 Sep 2021 07:00:00 -0000

Perfect Pizza’s Tashia Robinson shares the elements—consistency, customer service, and community— that make her franchise a success.

Perfect Pizza Ali Schwartz Meserole Sound

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Getting Back in Touch With Customers

Thu, 02 Sep 2021 07:00:00 -0000

Keene Addington shares his journey from selling his established restaurant chain to returning to his restaurateur roots by founding Tortoise Supper Club, a family-owned restaurant located in downtown Chicago.

Tortoise Supper Club Ali Schwartz Meserole Sound:

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Manifesting Growth

Thu, 26 Aug 2021 07:00:00 -0000

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Checking in With Your Crew and Customers

Thu, 19 Aug 2021 07:00:00 -0000

This week we speak to Rey Alaniz, third generation roofer and franchise owner of Eagle Eye Contracting Services, on what it takes to get repeat business from customers.

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Creating Consistency by Putting Employee Culture First

Thu, 12 Aug 2021 07:00:00 -0000

Aligned Modern Health takes pride in its exemplary customer service and attention to detail. To achieve this across 17+ locations, it takes the right staff and a positive employee culture. Hear from the health and wellness center’s marketing director Elizabeth, plus reviewer Atiya who shares her experience with other providers before finding her team at Aligned.

Aligned Modern Health Ali Schwartz Meserole Sound

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A Fitness Community Rooted in Experience and Education

Thu, 05 Aug 2021 07:00:00 -0000

After struggling to find a gym that felt like home, partners Juan and Amanda decided to open their own strength training gym and nutrition business. With a focus on giving back to the military members and first responders in their community, they’ve built a welcoming place for their members, like our reviewer Josh. Josh shares his experience at the gym and how the strong sense of community there inspired him to spend even more time with his new fitness family.

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The Playbook to Negative Reviews

Thu, 08 Jul 2021 07:00:00 -0000

Nic Faitos, Owner of Starbright Floral Design, shares his approach to critical reviews.

Starbright Floral Design Ali Schwartz Meserole Sound

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Creating an Out-of-This-World Experience

Thu, 01 Jul 2021 07:00:00 -0000

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Finding a Community Need and Creating the Solution

Thu, 17 Jun 2021 07:00:00 -0000

A great business idea solves a hole in the marketplace, creating something that solves a problem that no one had previously been able to solve. This doesn’t always mean coming up with a new idea, sometimes it just means identifying where an existing business could meet a need and starting there. That is what Shelly Walker, owner of Fairmount Bicycles in Philly did - and it paid off. Her business is more than a business - it’s a place people want to be, according to this week’s Yelp reviewer.

Fairmount Bicycles Ali Schwartz Meserole Sound

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The Importance of Learning from the Competition

Thu, 10 Jun 2021 07:00:00 -0000

Uncovering why you want to start a business or what kind of business you want to start can be as easy as finding something you enjoy and not wanting that to end. And it’s the story of how co-owner James Morro started Urban Kayaks. They were dedicated to creating a great experience and learned from what the competition was doing wrong to bring the best possible outcome to life. This week’s Yelp reviewer, Michelle S. echoes those points precisely after her experience with them.

This episode is sponsored by DoorDash for Work. Get DoorDash for Work and make work delicious. Go to: work.doordash.com/BTR

Urban Kayaks Ali Schwartz Meserole Sound

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The Solo Entrepreneur Experience

Thu, 03 Jun 2021 07:00:00 -0000

Being a true solo entrepreneur is not an easy job because, in essence, it’s all of the jobs. It’s never simple to start or run a business, but there is an added element of responsibility and often stress that comes with being the sole proprietor. Victoria Gasparro, owner of The Party Nail, shares what it means to not only own a business but to also be the business and Yelp reviewer, Naomi Y, discusses how it’s really about the value you get that makes an experience worth the cost.

This episode is sponsored by DoorDash for Work. Get DoorDash for Work and make work delicious. Go to: work.doordash.com/BTR

The Party Nail Ali Schwartz Meserole Sound

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A Business Built on a Foundation of Value and Trust

Thu, 27 May 2021 07:00:00 -0000

Sometimes as a business owner you’re involved in a very pivotal moment in a consumer’s life. They are coming to you in a moment of need and have to trust that you’re going to help them through to the other side. Tim Lo, co-founder of career counseling service, Your Next Jump, finds himself in that position daily. He knows that developing trust, right off the bat, is essential and his entire business is built off of that foundation - something this week’s Yelp reviewer, Heather C. knows well.

Your Next Jump Ali Schwartz Meserole Sound

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The Importance of Passion and Authenticity

Thu, 20 May 2021 07:00:00 -0000

Creativity and authenticity are two key factors in creating a successful business. For Matthew Wong, Co-Founder and CEO of Tea and Milk in NYC, channeling passion into creativity is a core operating principle. To create a product that could be a dime-a-dozen, but somehow rises above, is not an easy feat. This week hear from Yelp reviewer Jando S. on how the business has managed to stand out in a crowd and from Matthew about the importance of leveraging your true passion.

Tea and Milk Ali Schwartz Meserole Sound

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Creating a Community

Thu, 13 May 2021 07:00:00 -0000

Business owners have enormous responsibilities and often have to navigate challenging situations. But when it comes to addiction and mental health counseling, the responsibilities go far beyond running a successful business. Dr. Church founded Wholeview Wellness because she felt there was a need not being met in the therapeutic community. Our Yelp reviewer Glori M. was kind enough to share her story and through herself & Dr. Church, we explore many learnings for businesses in any industry.

Wholeview Wellness Ali Schwartz Meserole Sound

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Striking the Perfect Balance: Cultural Integrity and Customer Expectations

Thu, 06 May 2021 07:00:00 -0000

Customer expectations can be tricky sometimes and, as a business owner, they aren’t always in line with what you think they should be. Lucas Sin, owner of Nice Day Chinese in New York, has been expertly managing these challenges. Maintaining cultural integrity while meeting customer expectations is not easy - it takes work and dedication and this week’s reviewer, Morlene C. took notice. Learn how you can strike the balance in this week’s episode.

Nice Day Chinese

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High Stakes and Heightened Customer Experiences

Thu, 29 Apr 2021 07:00:00 -0000

Some industries have higher stakes than others. As someone who deals with the pressure of such a high stakes business - in addition to all of the other elements that go into running a successful operation - Nahuel Hilal, owner of Iris Tattoo, has plenty of insights to share. We talk a lot about the importance of customer experience and this week is no exception. When it comes to getting a tattoo - something that will be with you forever - the experience has to match the heightened moment.

Iris Tattoo: https://www.yelp.com/biz/iris-tattoo-miami-2 Ali Schwartz: https://linktr.ee/alischwar Meserole Sound: https://www.meserolesound.nyc/

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Take a Walk in Your Customer’s Shoes

Thu, 22 Apr 2021 07:00:00 -0000

Taking a walk in someone else’s shoes can have so many benefits. This week’s guest, owner and founder of Ritual Hot Yoga, uses that method in almost every aspect of her business. From a customer’s first interaction on the website, to the class itself, owner and founder, Lindsey Kaalberg, put extreme thought & care into building a memorable experience - an experience “like no other,” according to Yelp reviewer, Jane C. Find out how Lindsey’s approach can be applied to all business models.

Ritual Hot Yoga: https://www.yelp.com/biz/ritual-hot-yoga-chicago-chicago-2 Ali Schwartz: https://linktr.ee/alischwar Meserole Sound: https://www.meserolesound.nyc/

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We Set The Temperature, We Don’t Adjust To It

Thu, 15 Apr 2021 07:00:00 -0000

Anticipating diverse customer needs takes thought, intention and mindfulness. It’s not something that comes without work and Alex Bradberry, owner and founder of The Sparkle Bar, is well aware of what it takes to create a truly inclusive experience for her customers. In this week’s deep dive, Alex, who we heard from in episode three, lends us her expertise on the matter.

The Sparkle Bar: https://www.yelp.com/biz/the-sparkle-bar-scottsdale?osq=sparkle+bar Ali Schwartz: https://linktr.ee/alischwar Meserole Sound: https://www.meserolesound.nyc/

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Taking Your in-Person Experience Into the Digital World

Thu, 08 Apr 2021 07:00:00 -0000

It’s nothing new to hear that hospitality should be a big priority for all business owners. But, for Cali BBQ, it’s all about Digital Hospitality. While that may sound like just another buzzword, it’s something that all businesses should be prioritizing. In this ‘Deep Dive’ episode, Shawn Walchef, Owner of Cali BBQ & Founder of Cali BBQ Media, talks about what Digital Hospitality is, why it’s so important and what steps business owners can take to implement an effective digital strategy.

Cali BBQ: https://www.yelp.com/biz/cali-comfort-bbq-spring-valley-4 Ali Schwartz: https://linktr.ee/alischwar Meserole Sound: https://www.meserolesound.nyc/

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Hire Slow, Fire Fast

Thu, 01 Apr 2021 07:00:00 -0000

This week we’re trying something a bit different and are introducing a Deep Dive episode where we’ll go deeper on one topic with one of our previous podcast guests. This week: Hiring and Firing with The Candle Pour’s Misty & Dennis Akers. They share their expertise and help business owners with how they might want to think about staffing and why who you hire is essential to creating an unforgettable experience.

The Candle Pour: https://www.yelp.com/biz/the-candle-pour-tampa Ali Schwartz: https://linktr.ee/alischwar Meserole Sound: https://www.meserolesound.nyc/

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How Supporting Local Businesses and Philanthropic Causes Helped This Business Owner Find Success

Thu, 25 Mar 2021 07:00:00 -0000

Many people care about small businesses and philanthropic causes, but truly making a difference takes a little something more. In our final episode during Women’s History Month, I spoke with Angela Shen, owner and founder of Savor Seattle. Angela cares deeply about her local community, advocates for a number of social causes, and actively supports women-owned businesses. Yelp reviewer, Vy M. connected immediately with Savor Seattle because of Angela’s customer service & mission.

Savor Seattle: https://www.yelp.com/biz/savor-seattle-food-tours-seattle-2 Ali Schwartz: https://linktr.ee/alischwar Meserole Sound: https://www.meserolesound.nyc/

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When Thinking Outside the Box Pays Off

Thu, 18 Mar 2021 07:00:00 -0000

This week we talked with Amanda Scotese, owner + founder of Chicago Detours - a touring company that is always pushing the limits of what is expected to create an unforgettable - and more importantly, irreplicable - experience for their customers. That mindset enabled them to thrive during a pandemic when in-person tours are out of the question. Our Yelp reviewer, Michelle R., experienced the Chicago tour from her living room in Orlando - an offering Amanda hadn’t dreamed of just one year ago.

Chicago Detours: https://www.yelp.com/biz/chicago-detours-chicago-3 Ali Schwartz: https://linktr.ee/alischwar Meserole Sound: https://www.meserolesound.nyc/

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Using Pies as the Vessel for Important Conversations

Thu, 11 Mar 2021 08:00:00 -0000

When you create a business for the community, it’s the community that can make you successful-even when you open during a pandemic. Natasha Burton, founder & owner of Mixed Fillings Pie Shop in Jacksonville, FL, prides herself on her customer service and connection to the local community. It’s her “brand,” combined with the delicious, uniquely named pies that sold reviewer, Natalia, on the shop. Learn how creating a space for meaningful conversations & being accessible brought Natasha success.

Mixed Fillings Pie Shop: https://www.yelp.com/biz/mixed-fillings-pie-shop-jacksonville Ali Schwartz: https://linktr.ee/alischwar Meserole Sound: https://www.meserolesound.nyc/

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Creating and Inspiring Confidence Through a Business Model

Thu, 04 Mar 2021 08:00:00 -0000

Building a business where people go to feel inspired and confident is much easier said than done. Replicating and franchising that concept, all while making the important things stick, is even harder. Jami Stigliano, owner and founder of dance studio franchise, DivaDance, managed to make it happen. This week’s Yelp reviewer, Emily A., shares her story of how the Austin studio gave her a sense of empowerment and community.

DivaDance (Austin location): https://www.yelp.com/biz/divadance-austin-3 Ali Schwartz: https://linktr.ee/alischwar Meserole Sound: https://www.meserolesound.nyc/

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The Business of Creating a Cultural Exchange

Thu, 25 Feb 2021 08:00:00 -0000

Creating a business isn’t always about the endgame of selling a product. For Clinton Jones, owner of Magnum Opus Hair Salon in D.C., it’s about creating a cultural exchange. In this week’s episode we take a look at the journey of Yelp reviewer, Diane M., who went seven months without a haircut in the pandemic, turned to Yelp to find a new local business and came out the other side with a growing discussion - in addition to a stylish cut.

Magnum Opus Hair Salon: https://www.yelp.com/biz/magnum-opus-hair-salon-arlington Ali Schwartz: https://linktr.ee/alischwar Meserole Sound: https://www.meserolesound.nyc/

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Living Up to Your Online Reputation

Thu, 18 Feb 2021 08:00:00 -0000

Some businesses are centered around a great product - others are about dependability, reliability and honesty. A great locksmith focuses on the latter. This week we talk with Jay Stofer, founder and CEO of NYC business, Lockbusters, who knows that his reputation is everything. This week’s reviewer, Charlotte B., turned to Yelp in a moment of need. Jay finds many of his clients in moments of vulnerability - find out how he earns his exceptional reputation & what others can learn from it.

Lockbusters:https://www.yelp.com/biz/lockbusters-new-york Ali Schwartz: https://linktr.ee/alischwar Meserole Sound: https://www.meserolesound.nyc/

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Turning a Passion Into a Product

Thu, 11 Feb 2021 08:00:00 -0000

Having a product worth waiting in line for is something many business owners aim for - knowing that what you’re offering is worth both a consumer’s time and money. That’s what co-owners Sam Butarbutar + Wenter Shyu have achieved with Third Culture Bakery. We talk with Sam about how their commitment to quality has helped them find success and how they build impressive customer loyalty. To exemplify this, we spoke with cross-country Yelp reviewer, Cherie C., about her not one, but two reviews.

Third Culture Bakery: https://www.yelp.com/biz/third-culture-bakery-aurora-aurora Ali Schwartz: https://linktr.ee/alischwar Meserole Sound: https://www.meserolesound.nyc/

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Overnight Success Takes Ten Years

Thu, 04 Feb 2021 08:00:00 -0000

“The celebration is still on. Your birthday doesn’t care that it’s COVID.” In this week’s episode, we talk to Mignon Francois, owner of the Cupcake Collection about pandemic pivots but, more importantly, we hear from her on how she turned a business - started from nothing - into a two location success. Yelp reviewer and creative entrepreneur, Monica S. reminds us how much joy something simple - like a sweet potato cupcake - can bring. It will leave you inspired and hungry.

The Cupcake Collection: https://www.yelp.com/biz/the-cupcake-collection-nashville Ali Schwartz: https://linktr.ee/alischwar Meserole Sound: https://www.meserolesound.nyc/

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Ownership Mentality & Meaningful Customer Relationships

Thu, 28 Jan 2021 08:00:00 -0000

When it comes to selling a luxury product, it’s important to cultivate a relationship with your consumer and understand their motivations. Viviana Langhoff, owner of Adornment & Theory, a jewelry shop in downtown Chicago, shares how she created five pillars for her and her staff to live by. Yelp reviewer, Shelby F., saw these pillars come to life in her numerous experiences with the business and shares why it’s so important to focus on a meaningful customer relationship, rather than the sale.

Adornment & Theory: https://www.yelp.com/biz/adornment-and-theory-chicago Ali Schwartz: https://linktr.ee/alischwar Meserole Sound: https://www.meserolesound.nyc/

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Great Leadership Takes Hard Work...And Pays Off

Thu, 21 Jan 2021 08:00:00 -0000

Being a great leader doesn’t come naturally to many - however, as a business owner you are thrown into a leadership role. Josh Campbell, owner of Rescue Air Heating & Cooling in Richardson, TX, gives his all to becoming a great leader - and it pays off. His staff follows his example & his customers notice. Yelp reviewer, Jennifer W., shared her experience with the company, which started out with a late-night Yelp conversation over a broken AC unit. Hear from Josh about what it takes to succeed.

Rescue Air Heating and Cooling: https://www.yelp.com/biz/rescue-air-heating-and-cooling-richardson-4 Ali Schwartz: https://linktr.ee/alischwar Meserole Sound: https://www.meserolesound.nyc/

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Hidden Gems: A Business Owner and a Reviewer’s Guide

Thu, 14 Jan 2021 08:00:00 -0000

Curating an inventory of hidden gems and quality antique pieces takes time, thought and a keen eye. On this week’s episode, we talk with Krisi Hora, owner of Baltimore boutique, Peg Leg Vintage & Yelp reviewer Hannah H., about Hidden Gems - both from a consumer and business owner perspective. Krisi, works to uncover unique, high-quality items for her store and arrange them in an intentional way. Hannah, scours Yelp for “undiscovered” places, hoping to find something special.

Peg Leg Vintage: https://www.yelp.com/biz/peg-leg-vintage-beltsville Ali Schwartz: https://linktr.ee/alischwar Meserole Sound: https://www.meserolesound.nyc/

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Relentless Hospitality

Thu, 07 Jan 2021 08:00:00 -0000

The pandemic has had an impact on all businesses - small, large, restaurants, fitness studios, nail salons, etc. We talked with the minds behind Cali Comfort BBQ in San Diego. Shawn Walchef, Owner, + Stover Harger, Digital Specialist have rethought everything they knew about running a sports BBQ spot + pushed their digital strategy to the limits. Reviewer, Madriel A., talks about the elevated customer experience she’s seen with Cali Comfort BBQ - and many other businesses - during COVID.

Cali Comfort BBQ: https://www.yelp.com/biz/cali-comfort-bbq-spring-valley-4 Ali Schwartz: https://linktr.ee/alischwar Meserole Sound: https://www.meserolesound.nyc/

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Making Something Memorable

Thu, 17 Dec 2020 08:00:00 -0000

Delivering a truly unique and memorable experience is rare. It takes an exceptional amount of thought, time, business acumen, and maybe a little bit of luck. This week, hear from Misty & Dennis Akers—co-owners of The Candle Pour in Tampa, Florida—about how they brought their vision to life and made a hands-on business successful in the time of COVID. Our reviewer, Michelle M., walks us through her experience, and in doing so, showcases how Misty & Dennis have thrived in an unexpected year.

The Candle Pour: https://www.yelp.com/biz/the-candle-pour-tampa

Ali Schwartz: https://linktr.ee/alischwar

Meserole Sound: https://www.meserolesound.nyc/

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Road To The First Review

Thu, 10 Dec 2020 08:00:00 -0000

Honesty may seem like an obvious pillar for business owners to follow, but it’s not always a given. This week we have our first home services business: an HVAC company in North Carolina. Temp Rite built its reputation on honesty, hard work and “word of mouth” marketing. This week’s reviewer, Sam A., a self-described “meat & potatoes” guy, gave the business’ very first Yelp review. Find out how honesty, communication & owning mistakes make Temp Rite a review-worthy business.

Temp Rite Services: https://www.yelp.com/biz/temp-rite-services-yadkinville Ali Schwartz: https://linktr.ee/alischwar Meserole Sound: https://www.meserolesound.nyc/

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It's How You Make Them Feel

Thu, 03 Dec 2020 08:00:00 -0000

Making people feel special can be challenging. It’s a tough personal goal and an even tougher business goal. The Sparkle Bar, a makeup studio in Scottsdale, Arizona, nails it. Hear from founder & owner Alex Bradberry about how her focus on diversity & uniqueness makes her shop so memorable. Our reviewer, Kimberly Vickers-Martin, shares her journey—from booking to post-wedding reception—giving a look at what sets Bradberry’s studio apart and what other businesses should try to replicate.

The Sparkle Bar: https://www.yelp.com/biz/the-sparkle-bar-scottsdale?osq=sparkle+bar Ali Schwartz: https://linktr.ee/alischwar Meserole Sound: https://www.meserolesound.nyc/

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Purpose Matters

Thu, 19 Nov 2020 08:00:00 -0000

Businesses with rooted values show intention and authenticity, and consumers appreciate that. This week, Chris Goode, founder of Ruby Jean’s—a Kansas City juicery—shares the meaning behind his business and how all of his decisions are anchored by his purpose. Our reviewer, Jes Steinberg, a KC educator, shows us how acting with intention makes all the difference in an experience.

Ruby Jean's Kitchen & Juicery: https://www.yelp.com/biz/ruby-jeans-kitchen-and-juicery-kansas-city Ali Schwartz: https://linktr.ee/alischwar Meserole Sound: https://www.meserolesound.nyc/

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It’s In The Details

Thu, 12 Nov 2020 08:00:00 -0000

Nic Faitos spent 15 years in finance before he decided to open a flower shop. Marla Frezza, full-time foodie, part-time cook, was the lucky recipient of one of Nic’s bouquets. The experience left her compelled to leave a review. We catch up with Nic and Marla to learn about why it’s all “in the details.” Nic shares how making small adjustments and investing in the extras can make a big difference - especially when it comes to revenue. Hear how Nic was able to make a lifelong customer out of a recipient.

Starbright Floral Design: https://www.yelp.com/biz/starbright-floral-design-new-york-6

Ali Schwartz: https://linktr.ee/alischwar

Meserole Sound: https://www.meserolesound.nyc/

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