Behind the Review
156 episodes - English - Latest episode: 11 days ago - ★★★★★ - 40 ratingsIt’s no secret that business owners want to receive positive reviews and customers want to have a positive experience. In Behind the Review, Yelp and Entrepreneur dig a little deeper on both accounts. Hosted by Yelp’s Small Business Expert, Emily Washcovick, Behind the Review features conversations with reviewers and business owners about their experiences—whether it was one star or five stars—giving listeners behind-the-scenes insights into what was really going on.
Restaurants, plumbers, florists, salon owners, fitness entrepreneurs, and more share how they create unique customer experiences that generate reviews and offer real-life lessons that business owners in any industry can apply to their own operations.
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Episodes
Strip Mall Gourmet: How to Surprise and Delight in Any Location
April 13, 2023 07:00 - 30 minutes - 42 MBThoughtfulness is key at Think Greek restaurant in Port Saint Lucie, Florida, two-time winner of Yelp's Best Bite on the Beach. Everything, from the wood on the walls to the spanakopita, comes with a story. The level of effort and care stems from the team’s genuine enthusiasm for sharing their Greek culture. The result is many satisfied customers, both from the local community and those just passing through town, like reviewer Andi P. Sunbliss Cafe More about the episode Theme Music by ...
How Adela’s Earned the #5 Spot on Yelp’s Top 100 Places to Eat
April 06, 2023 07:00 - 21 minutes - 19.6 MBLocated 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. Adela's ...
Season 2 Trailer
March 30, 2023 07:00 - 1 minute - 2 MBA sneak preview of Season Two of Behind the Review. The first episode drops on April 6!
Behind the Review at 100 (Episodes)
March 09, 2023 08:00 - 15 minutes - 13.9 MBEmily 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
How Dogpatch Games Wrote the Rulebook for Tabletop Gaming Customer Service
March 02, 2023 08:00 - 24 minutes - 56.6 MBGrowing 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 G...
Putting You in Your Business
February 23, 2023 08:00 - 22 minutes - 20.7 MBSmall 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
The Impact of Adding a Personal Touch
February 16, 2023 08:00 - 33 minutes - 30.4 MBReputation 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 ca...
Expecting the Unexpected in Small Business Expansion
February 09, 2023 08:00 - 35 minutes - 64.4 MBFirst, 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 :...
Problem Solvers: How I Won This Angry Customer's Business Back
February 02, 2023 08:00 - 18 minutes - 16.6 MBIn 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.
Behind the Reviewers: What Makes a Reviewer Tick?
January 26, 2023 08:00 - 20 minutes - 18.7 MBIn 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/
Building Community and Creating Repeat Customers in the Fitness Industry
January 19, 2023 08:00 - 23 minutes - 21.7 MBClass-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 St...
The Recipe For Making a Customer For Life: Personalization, Quality, and Care
December 15, 2022 08:00 - 19 minutes - 17.7 MBBoite 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
Infusing Family Recipes with Innovative Dining
December 08, 2022 08:00 - 29 minutes - 27.3 MBChef 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.
By Women, For Women: A Space To Build Your Career
December 01, 2022 08:00 - 31 minutes - 28.8 MBCate 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.
San Angelo is Sweet on This Unique Donut Shop
November 17, 2022 08:00 - 25 minutes - 23.3 MBAsh 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
Leveraging Technology for a Better Consumer Experience
November 10, 2022 08:00 - 32 minutes - 30.1 MBTechnology 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
Great Customer Service is Always On Tap at San Angelo Brewpub
October 20, 2022 07:00 - 32 minutes - 26.4 MBBrandon 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 ...
Using Customer Behavior to Maximize Your Online Presence
October 13, 2022 07:00 - 30 minutes - 28.2 MBWe 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 operat...
The Beauty of Patiently Developing Brand Awareness
October 06, 2022 07:00 - 24 minutes - 22.5 MBBusiness 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
Business Owners Make a Strong Case for Responding to Online Reviews
September 15, 2022 07:00 - 25 minutes - 23.5 MBOnline 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
Putting Mental Health On The Table with Skull and Cakebones
September 08, 2022 07:00 - 26 minutes - 24.1 MBFor 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. ...
Duran’s is the Best Prescription for a New Mexican Food Craving
September 01, 2022 07:00 - 27 minutes - 25.5 MBDuran Central Pharmacy has been around more than 80 years, but it’s more than just a place to pick up a prescription. It's an established New Mexican restaurant that hasn’t changed its menu in more than 50 years, but that consistency doesn’t mean it’s stuck in the past. Duran’s owner Mona Ghattas has kept what works — the food — but rebranded and renovated to keep up with the times. Duran Central Pharmacy Ali Schwartz Meserole Sound
Building an Emotionally-Invested Customer Base
August 25, 2022 07:00 - 24 minutes - 22.4 MBCombining 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 Mes...
Building Competency as a Boss While Growing a Business
August 18, 2022 07:00 - 25 minutes - 23.3 MBFrom 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 Mes...
The Secret to get Business Blooming From a New York Florist
August 11, 2022 07:00 - 41 minutes - 38.2 MBStarbright 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 Des...
Sometimes Change is the Best Ingredient in Small Business Success
August 04, 2022 07:00 - 31 minutes - 28.9 MBSometimes 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
Baking Your Experiences and Beliefs Into Your Business
July 28, 2022 07:00 - 28 minutes - 26.2 MBOwners 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. S...
Developing a Customer Relationship with Longevity
July 21, 2022 07:00 - 20 minutes - 18.5 MBRobbins 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 Br...
Mapping Out Your Social Media Strategy With Yelp’s Lara Betthauser
July 14, 2022 07:00 - 15 minutes - 14.1 MBThis 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.
The Power of Educating Your Customer Base
July 07, 2022 07:00 - 26 minutes - 24 MBKeith 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 Schw...
Going Back to School for a Really Good Beer
June 30, 2022 07:00 - 32 minutes - 30 MBFarm 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.
Behind the Community: Spotlight on Your Local Yelp Team
June 23, 2022 07:00 - 27 minutes - 25.3 MBHave 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.
Working the Kinks out of the Customer Experience
June 16, 2022 07:00 - 22 minutes - 21 MBNola 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
Strategizing for Social: The Video Edition
June 09, 2022 07:00 - 17 minutes - 16.2 MBIf 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 Me...
Aligning Brand Evolution with Tradition
June 02, 2022 07:00 - 24 minutes - 22.3 MBWhen you’re short-staffed, it's easy to want to hire the first applicant. But holding out for the right candidate pays off—not just in quality of work, but in the contribution to your culture. Employees are your best brand ambassadors; they spread the mission and values, and they play a role in creating a great place to work. Join the celebrated winery Cakebread Cellars in this episode to learn about developing workplace culture, hiring practices, and implementing team values in business. ...
Stellar Customer Service Starts with the Hiring Process
May 26, 2022 07:00 - 22 minutes - 20.9 MBA 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 Mes...
Prioritizing Your Mental Health to Impact Your Bottom Line
May 19, 2022 07:00 - 18 minutes - 16.9 MBFor 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.
Build the Plane as You're Taking Off
May 12, 2022 07:00 - 23 minutes - 21.3 MBBecoming 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. T...
The Key to Engaging Your Customer Base
May 05, 2022 07:00 - 23 minutes - 21.5 MBGetting 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
The Rippling Effects of Quality Customer Service
April 28, 2022 07:00 - 29 minutes - 26.9 MBAuto 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 ne...
The Power of Getting Professionally Raw
April 21, 2022 07:00 - 1 hour - 50.6 MBHow 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
How Relationships can Build Business Longevity
April 14, 2022 07:00 - 34 minutes - 31.4 MBRudy’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...
Creating A Review Response Strategy
April 07, 2022 07:00 - 19 minutes - 18 MBWhether 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 busines...
Why Fit In When Your Business Can Stand Out
March 31, 2022 07:00 - 28 minutes - 26 MBAt 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 Trattori...
How to Save Time and Money by Analyzing Your Reviews
March 24, 2022 07:00 - 29 minutes - 27.4 MBOnline 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 ...
Turning Mistakes into Learning Opportunities
March 17, 2022 07:00 - 16 minutes - 15.5 MBPeople 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 stap...
You Could Call It An Adventure
March 10, 2022 08:00 - 25 minutes - 23.4 MBOwning 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. ...
Prioritizing Relationships Over Sales
March 03, 2022 08:00 - 18 minutes - 16.6 MBSometimes 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. A...
The Unexpected Benefits of Competition
February 10, 2022 08:00 - 22 minutes - 20.9 MBPurchasing 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.
Shaping a Healthy Workplace Culture
February 03, 2022 08:00 - 18 minutes - 17.1 MBHaving 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 ...