The August 7, 2019 OVBC luncheon addressed a commercial fact: an online reputation exists whether a business manages it or not. Martha Chinnock of i3 Media Solutions presented, with Frankie Lemer also representing the company.
Reputation Is Accumulated Evidence
Customers were already consulting Google, Facebook, and other platforms before calling. Refusing to participate did not create neutrality. It surrendered the record to others.
The responsible course was to request honest reviews, answer professionally, correct legitimate failures, and refuse fabricated praise. A business cannot control every opinion. It can control its work, its communication, and its response to criticism.
Sources: i3 Media Solutions archive and OVBC archive.