Behind the Review

A Crash Course on Writing Yelp Reviews with Impact

27 Jul 2023

Contributed by Lukas

When customers write reviews on Yelp, they help others find great local businesses and provide business owners with valuable constructive feedback. Th...

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

20 Jul 2023

Contributed by Lukas

This week, Yelp Small Business Expert Emily Washcovick sits down with three of the inaugural Yelp Luminary Fellows, female entrepreneurs who have buil...

Starbright Floral Bloomed Into Big Business by Asking the Right Questions

13 Jul 2023

Contributed by Lukas

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 o...

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

29 Jun 2023

Contributed by Lukas

Located in Queens, NY, Aigner Chocolates has been serving chocolate treats and sweets for 93 years. When Rachel Kellner bought the longstanding chocol...

Mexican Mom Welcomes Guests into her Restaurant as Family

22 Jun 2023

Contributed by Lukas

Mexican Mom, Gina, started her restaurant from her home, canning sauces, catering to different events, and cooking for those around her. She touches p...

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

15 Jun 2023

Contributed by Lukas

Earth & Me owner Kayli Kunkel brought her mission of sustainability to New York City, creating the first zero-waste store in Queens. The store encoura...

A Strong Social Media Presence Is Boosted with Yelp Business Page

08 Jun 2023

Contributed by Lukas

A powerful social media presence helped build MF Strong, a personal training business, from a one-woman operation to a network of professional trainer...

Elevating the Cookie to New Heights Leads to 5* Reviews

01 Jun 2023

Contributed by Lukas

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 busines...

Making Your Social Media Strategy Crystal Clear

11 May 2023

Contributed by Lukas

Social media strategy can seem daunting to small business owners, or like just another task that takes attention away from increasing revenue. In this...

Keeping It Sweet and Simple Makes This Coffee House Stand Out

04 May 2023

Contributed by Lukas

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 ...

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

27 Apr 2023

Contributed by Lukas

Around 15 miles away from Disneyland, Sunbliss Cafe echoes the bright happy energy of the theme park. With an Instagrammable interior and colorful dis...

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

20 Apr 2023

Contributed by Lukas

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 inevi...

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

13 Apr 2023

Contributed by Lukas

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

06 Apr 2023

Contributed by Lukas

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...

Season 2 Trailer

30 Mar 2023

Contributed by Lukas

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

Behind the Review at 100 (Episodes)

09 Mar 2023

Contributed by Lukas

Emily takes a walk down memory lane as Behind the Review celebrates 100 episodes of small business experience, talking about everything from review re...

How Dogpatch Games Wrote the Rulebook for Tabletop Gaming Customer Service

02 Mar 2023

Contributed by Lukas

Growing up, Dogpatch Games owner Shannon Newton played board games as a way to connect with his busy family. Years later, Shannon created Dogpatch Gam...

Putting You in Your Business

23 Feb 2023

Contributed by Lukas

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 so...

The Impact of Adding a Personal Touch

16 Feb 2023

Contributed by Lukas

Reputation is important for any business, and especially so when selling through an online platform only. Since customers can’t enter your storefron...

Expecting the Unexpected in Small Business Expansion

09 Feb 2023

Contributed by Lukas

First, build—then, expand. Most small business owners dream that their business will become successful enough for them to open another location; tha...

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

02 Feb 2023

Contributed by Lukas

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 int...

Behind the Reviewers: What Makes a Reviewer Tick?

26 Jan 2023

Contributed by Lukas

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. S...

Building Community and Creating Repeat Customers in the Fitness Industry

19 Jan 2023

Contributed by Lukas

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 C...

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

15 Dec 2022

Contributed by Lukas

Boite de Fleurs in Phoenix, Arizona, is the perfect example of why small businesses are so important to communities. Business owner Tina keeps the sam...

Infusing Family Recipes with Innovative Dining

08 Dec 2022

Contributed by Lukas

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 lea...

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

01 Dec 2022

Contributed by Lukas

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 Lu...

San Angelo is Sweet on This Unique Donut Shop

17 Nov 2022

Contributed by Lukas

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 thei...

Leveraging Technology for a Better Consumer Experience

10 Nov 2022

Contributed by Lukas

Technology can be a tricky thing for a small business. Used correctly, it can increase revenue and streamline operations. But bad technology can be de...

Great Customer Service is Always On Tap at San Angelo Brewpub

20 Oct 2022

Contributed by Lukas

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, Tex...

Using Customer Behavior to Maximize Your Online Presence

13 Oct 2022

Contributed by Lukas

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 ...

The Beauty of Patiently Developing Brand Awareness

06 Oct 2022

Contributed by Lukas

Business owner Kristin Near knows that patience is a virtue. At Botanica Skin and Brow Studio in Albuquerque, new staff members are trained throughout...

Business Owners Make a Strong Case for Responding to Online Reviews

15 Sep 2022

Contributed by Lukas

Online reviews—positive and negative—can reveal a wealth of benefits for your small business. With the right review response strategy in place, yo...

Putting Mental Health On The Table with Skull and Cakebones

08 Sep 2022

Contributed by Lukas

For most business owners, your business is you—and you are your business. With identities intertwined in business plans and goals, setting boundarie...

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

01 Sep 2022

Contributed by Lukas

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

Building an Emotionally-Invested Customer Base

25 Aug 2022

Contributed by Lukas

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 ...

Building Competency as a Boss While Growing a Business

18 Aug 2022

Contributed by Lukas

From the physical environment to interactions with employees, the Uncommon Closet experience is intentionally inclusive. Business-owner Korri has crea...

The Secret to get Business Blooming From a New York Florist

11 Aug 2022

Contributed by Lukas

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 ...

Sometimes Change is the Best Ingredient in Small Business Success

04 Aug 2022

Contributed by Lukas

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 ca...

Baking Your Experiences and Beliefs Into Your Business

28 Jul 2022

Contributed by Lukas

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 ...

Developing a Customer Relationship with Longevity

21 Jul 2022

Contributed by Lukas

Robbins Brothers prioritizes a long-term relationship with their customers. The staff always aims to connect individuals with their dream piece by pro...

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

14 Jul 2022

Contributed by Lukas

This week, small business expert Emily Washcovick sits down with Yelp social media manager Lara Betthauser for some frank talk about using your social...

The Power of Educating Your Customer Base

07 Jul 2022

Contributed by Lukas

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 ...

Going Back to School for a Really Good Beer

30 Jun 2022

Contributed by Lukas

Farm Ale Brewing stays true to the history of their old schoolhouse, while brewing exceptionally good beer. But they’re keeping things small and loc...

Behind the Community: Spotlight on Your Local Yelp Team

23 Jun 2022

Contributed by Lukas

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 ar...

Working the Kinks out of the Customer Experience

16 Jun 2022

Contributed by Lukas

Nola Bliss Massage Therapy starts making its clients more comfortable before they walk in the door with user-friendly online booking. Once they’re i...

Strategizing for Social: The Video Edition

09 Jun 2022

Contributed by Lukas

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 a...

Aligning Brand Evolution with Tradition

02 Jun 2022

Contributed by Lukas

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

Stellar Customer Service Starts with the Hiring Process

26 May 2022

Contributed by Lukas

A Mediterranean oasis in the middle of the Arizona desert, CALA offers its patrons seasonally-inspired dishes with a carefully curated selection of wi...

Prioritizing Your Mental Health to Impact Your Bottom Line

19 May 2022

Contributed by Lukas

For many entrepreneurs and business owners, it might seem impossible to balance the demands of the business with your own mental health needs and pers...

Build the Plane as You're Taking Off

12 May 2022

Contributed by Lukas

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 sp...

The Key to Engaging Your Customer Base

05 May 2022

Contributed by Lukas

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 t...

The Rippling Effects of Quality Customer Service

28 Apr 2022

Contributed by Lukas

Auto House goes beyond lukewarm customer service, prioritizing one-on-one bonds between buyers and sales partners to integrate themselves into the liv...

The Power of Getting Professionally Raw

21 Apr 2022

Contributed by Lukas

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 bein...

How Relationships can Build Business Longevity

14 Apr 2022

Contributed by Lukas

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 prid...

Creating A Review Response Strategy

07 Apr 2022

Contributed by Lukas

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 custom...

Why Fit In When Your Business Can Stand Out

31 Mar 2022

Contributed by Lukas

At the mouth of Monterey Fisherman’s Wharf lies Paluca Trattoria, a “coastal chic” restaurant focused on keeping the history and authenticity of...

How to Save Time and Money by Analyzing Your Reviews

24 Mar 2022

Contributed by Lukas

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...

Turning Mistakes into Learning Opportunities

17 Mar 2022

Contributed by Lukas

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, No...

You Could Call It An Adventure

10 Mar 2022

Contributed by Lukas

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 h...

Prioritizing Relationships Over Sales

03 Mar 2022

Contributed by Lukas

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 creat...

The Unexpected Benefits of Competition

10 Feb 2022

Contributed by Lukas

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 fi...

Shaping a Healthy Workplace Culture

03 Feb 2022

Contributed by Lukas

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 ...

Clear Communication is Always Key

27 Jan 2022

Contributed by Lukas

Whether it be at weddings or quinceañeras, Tempoe Entertainment DJs in Southern California seeks to create a party atmosphere anywhere and anytime. R...

Your Expert Opinion vs. the Customer’s Wants

20 Jan 2022

Contributed by Lukas

Shear Bliss Hair Salon owner Lana Kurayeva has qualifications under her belt, being a board certified colorist with over a decade of experience. Despi...

Building a Lasting Local Presence

13 Jan 2022

Contributed by Lukas

With friendly and attentive service, an eccentric selection of signature donuts, partnerships with other local businesses, and an expansive breakfast ...

The Best Advice from Year One

16 Dec 2021

Contributed by Lukas

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 on...

A Combination of Communication and Organization

09 Dec 2021

Contributed by Lukas

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 memo...

Making the Details Count

02 Dec 2021

Contributed by Lukas

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 Aege...

The Importance of Communication

18 Nov 2021

Contributed by Lukas

According to Megan and Tom Gibbings, communication is the most important component of their successful veterinary practice. They’ve found it’s wha...

This is Fun for Us

11 Nov 2021

Contributed by Lukas

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 appr...

Taking Advantage of Going Virtual

04 Nov 2021

Contributed by Lukas

What happens when two interior designers from opposite coasts merge somewhere in the middle? Adriele Graham and Elizabeth Berry, the duo behind interi...

Social Media is Here to Stay

28 Oct 2021

Contributed by Lukas

Nestled in the crossroads of downtown Kansas City, Missouri, KC Wineworks is not your typical winery. Owner Lindsay Clausen takes advantage of the sho...

The Importance of Lifelong Learning

21 Oct 2021

Contributed by Lukas

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 compa...

A Chance to Make it Right

14 Oct 2021

Contributed by Lukas

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...

Putting People First in Your Business

07 Oct 2021

Contributed by Lukas

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...

Consistency That Keeps Customers Coming Back

30 Sep 2021

Contributed by Lukas

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...

Mastering the Art of Customer Service

23 Sep 2021

Contributed by Lukas

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 ep...

Using Reviews to Unlock Your Competitive Advantage

16 Sep 2021

Contributed by Lukas

Jeff Toister is an author, consultant and trainer who helps companies develop customer focused cultures. In this conversation he shares ways that busi...

Creating the Perfect Pizza Experience

09 Sep 2021

Contributed by Lukas

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

Getting Back in Touch With Customers

02 Sep 2021

Contributed by Lukas

Keene Addington shares his journey from selling his established restaurant chain to returning to his restaurateur roots by founding Tortoise Supper Cl...

Manifesting Growth

26 Aug 2021

Contributed by Lukas

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

Checking in With Your Crew and Customers

19 Aug 2021

Contributed by Lukas

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 busine...

Creating Consistency by Putting Employee Culture First

12 Aug 2021

Contributed by Lukas

Aligned Modern Health takes pride in its exemplary customer service and attention to detail. To achieve this across 17+ locations, it takes the right ...

A Fitness Community Rooted in Experience and Education

05 Aug 2021

Contributed by Lukas

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. W...

The Playbook to Negative Reviews

08 Jul 2021

Contributed by Lukas

Nic Faitos, Owner of Starbright Floral Design, shares his approach to critical reviews. Starbright Floral Design Ali Schwartz Meserole Sound Learn m...

Creating an Out-of-This-World Experience

01 Jul 2021

Contributed by Lukas

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

Finding a Community Need and Creating the Solution

17 Jun 2021

Contributed by Lukas

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 d...

The Importance of Learning from the Competition

10 Jun 2021

Contributed by Lukas

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 t...

The Solo Entrepreneur Experience

03 Jun 2021

Contributed by Lukas

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 the...

A Business Built on a Foundation of Value and Trust

27 May 2021

Contributed by Lukas

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 t...

The Importance of Passion and Authenticity

20 May 2021

Contributed by Lukas

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, channe...

Creating a Community

13 May 2021

Contributed by Lukas

Business owners have enormous responsibilities and often have to navigate challenging situations. But when it comes to addiction and mental health cou...

Striking the Perfect Balance: Cultural Integrity and Customer Expectations

06 May 2021

Contributed by Lukas

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, ow...

High Stakes and Heightened Customer Experiences

29 Apr 2021

Contributed by Lukas

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 othe...

Take a Walk in Your Customer’s Shoes

22 Apr 2021

Contributed by Lukas

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 almo...

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

15 Apr 2021

Contributed by Lukas

Anticipating diverse customer needs takes thought, intention and mindfulness. It’s not something that comes without work and Alex Bradberry, owner a...

Taking Your in-Person Experience Into the Digital World

08 Apr 2021

Contributed by Lukas

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....

Hire Slow, Fire Fast

01 Apr 2021

Contributed by Lukas

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 previo...

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

25 Mar 2021

Contributed by Lukas

Many people care about small businesses and philanthropic causes, but truly making a difference takes a little something more. In our final episode du...

When Thinking Outside the Box Pays Off

18 Mar 2021

Contributed by Lukas

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 ...