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

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

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

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.

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

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.

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.

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

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

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

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.

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

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

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.

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

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.

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

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

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

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.

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  

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

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.

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

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  

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

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.

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

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

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