Retailers · Reputation management
The review about a refused exchange is read by everybody deciding today.
Reputation for a shop is the handful of reviews somebody reads while standing on the road, deciding which door to walk through. GullySales builds a review request your staff can make at billing, writes the replies to complaints about exchange or service, and keeps the listings watched.
What reputation management means
Reputation management is watching what is said about your business across Google, social media and review sites, and responding to it before it changes a buyer's mind. GullySales monitors mentions, drafts responses to negative reviews and flags recurring complaints back to your team.
For retailers
Where it usually goes wrong, and what we would do.
“Exchange and return is what people write about”
Almost no review is about the product. It is about what happened when somebody came back with it, which makes your counter policy your reputation.
“Old reviews with no reply look like a closed shop”
Three complaints from two years ago with silence underneath tell a shopper that nobody is running the place.
“Staff get named personally”
Reviews name the man at the counter. That is uncomfortable, and it is also the most useful feedback an owner gets all month.
“A wrong timing becomes a one-star”
Somebody drove over on a festival evening and found the shutter down. They rarely write about the shutter. They write about the shop.
What we do
What we deliver for retailers.
Every deliverable, what it covers for you, and the result it is there to produce. Nothing here is an extra.
A review request staff can make at billing
One line at the counter, a printed link or code on the bill, and the rule that it is asked of the shoppers who were pleased.
Result: Recent reviews keep arriving without anybody chasing.
Replies written for the complaints a shop gets
Wording for a refused exchange, a sharp reply at the counter, a billing error, parking and somebody who found the shop shut.
Result: Every review has an answer under it in your words.
The exchange policy written down and displayed
What can be exchanged, in what period, with what proof, printed at the counter, on the bill and stated on the listing.
Result: An argument at the counter has a rule to point at.
Alerts wherever the shop is listed
Notifications for Google, JustDial and the misspellings shoppers type, so nothing waits a month before anybody sees it.
Result: A complaint is answered while it is still recent.
Staff feedback taken from the reviews
What reviews say about people and process gathered each month and taken to the team without naming and shaming anybody.
Result: The counter improves where the complaints actually are.
Rating and reply rate reported monthly
New reviews, the rating, how many were answered and what the complaints were about, read against the position at the audit.
Result: The shop's page looks better than it did last quarter.
How the result is measured
- Average rating
- Response time to reviews
- Negative mentions resolved
Recorded as a baseline before work starts, then reported every month against it.
Who it is for
This is written for these retailers.
- Apparel and footwear stores
- Electronics and appliance retailers
- Grocery and kirana stores
- Home decor and furnishing stores
- Jewellery and gifting retailers
- Multi-brand outlet stores
Not for
It is not the right fit if.
- You want a guaranteed Google ranking or a guaranteed number of leads. Nobody honest can promise either.
- You need enquiries by next week and have nobody to answer them.
- You want posts and reach reported, not enquiries and orders.
How it works
From your first message to the first monthly report.
No open-ended retainer. Each step has a point in time and something you receive.
01 · Day 1
Free audit call
45 minutes with whoever handles your enquiries: how they arrive, how fast they are answered, where they are lost.
02 · Within a few working days
Written, scored report
Six areas scored, fixes ranked by return and cost. If you want our help, the scope and fee come with it, in writing.
03 · Before work starts
Baseline recorded
Enquiries by source, reply time, conversion and cost per order, written down so every later month has an honest comparison.
04 · Month 1
The first fix goes live
Usually the cheapest one on the report: reply time, a follow-up sequence or the marketing-to-sales handover.
05 · Every month
Report against the baseline
What moved, what did not, and what changes next, in plain words.
06 · Month 3 to 6
Renew on the numbers
The term ends and you decide whether to continue from the results. No twelve-month lock.
How the work runs for retailers
- 1
Assess
We look at your Google Business Profile, your reviews, whether customer numbers are captured at billing, and how repeat customers are currently reached, if at all.
- 2
Fix the profile
Google Business Profile completed with current photographs, hours and categories, kept correct through every festive change in timing or stock.
- 3
Build the repeat-customer list
A simple way to capture a phone number at billing, and a WhatsApp catalogue that goes out for new arrivals and festive offers.
- 4
Bring shoppers in
Local search, reviews from real customers, and festive-season campaigns timed to when the buying actually happens.
- 5
Keep them coming back
A reminder to a customer who has not returned in a while, and a loyalty offer for the ones who shop most often.
Proof
What happened when owners fixed this.
Real clients, the work we did, and the result as it was recorded. Where no number was recorded, none is claimed.
France Fox
- Situation
- Eco claims are common enough in menswear that buyers discount them on sight. France Fox had a real production story and nowhere to set it out, which is the wrong way round.
- What we did
- A website built for a launch
- Social designs and captions
- Print for the launch
- One tone at every touchpoint
- Result
- No numbers were recorded for this engagement. The work is described in full in the case study.
Chord Road Hospital
- Situation
- Patients who knew the hospital trusted it. Patients who searched for a department or a treatment in the area did not find it.
- What we did
- Website rebuilt around patient needs
- Search visibility
- Social media on a schedule
- Review management
- Result
- Organic traffic increased 60% within six months
- Online appointment bookings increased 40%
- Social following grew 45%, and engagement on it rose 70%
Also worked with
Curtain Label · Difesa Security Services · Felicity Inn · Hands On CSR · Implevista · Kambar Group · Kalessi · Kerur Pain Clinic · LL Trust · Lucky Deals · Natural Gases · NavaShakthi Souhardha · NewCom Logistics · Proton Technical Services · SB Engineering · Shakthi Foundation · Shakthi Group · Urbanest · Insyde Studio · Venkateshwara Laser Tech · Vivara Studios
Why us
Why owners pick GullySales over an agency.
Marketing and sales, as one job
Most agencies stop at the enquiry. We also fix what happens after it: the reply, the follow-up, the quote and the CRM.
The person on the first call does the work
No account managers in between. You are never handed to someone you have not met.
A baseline before anything starts
Your numbers are written down on day one, so every monthly report compares against something honest.
The fee in writing, split three ways
Our time, your media spend and production on separate lines. You always see what goes to us.
No lock-in, no guarantees we cannot keep
Three to six months at a time. We never promise a ranking or a lead count, because nobody controls those.
One office, and we say so
Nagarbhavi, Bengaluru. We work across India by call and WhatsApp and travel when a session needs to be in person.
#257, 3rd floor, Sri Nanjundeshwara Complex, Nagarbhavi 8th Block, Outer Ring Road. How we work.
The offer
Start with a free audit of how you sell.
It is useful on its own, whether or not you hire us.
What you receive
- A 45-minute call with the person who will do the work
- A written, scored report on the six places orders leak, within a few working days
- Every fix ranked by what it returns and what it costs
- The one thing to do first, and why
- An honest line on whether you need outside help at all
- If you do, the scope and the fee in writing
No invoice. No obligation. No sales script.
FAQ
Questions owners ask before they call.
Not here? More answers, or ask on WhatsApp.
Can we get a bad review removed?
Should we offer a discount for a review?
Do we need to advertise?
Should we also sell on Amazon and Flipkart?
How much does it cost?
How long is the contract?
How soon will we see results?
Who will actually do the work?
What do you need from us?
What if we are not happy with the work?
More for retailers
Everything else we would do for you.
Or start from the overview: sales and marketing for retailers.