Oct 19, 2026 02:30pm

By Melissa Rose

Under Google, Social Media & SEO

17 min read

Ep. 327:They Found You. They Like You. But Do They TRUST You?

Listen In

Your business is showing up online. But are you giving people enough reasons to actually CHOOSE you?

We're wrapping up my three-part Found → Liked → Trusted visibility framework, and today we're talking about the final piece: TRUST.

Because here's the thing.

People aren't just searching Google anymore. They're asking AI platforms for recommendations, comparing businesses across multiple websites, and making decisions before they ever pick up the phone.

And if your leads have slowed down, your phone isn't ringing like it used to, or your business has hit a plateau, it's worth asking:

Is my digital footprint actually working together?

In this episode, I'm sharing the final three steps of my ten-step visibility framework to help you strengthen credibility, showcase your expertise, and make it easier for customers to choose YOU.

Here's what we're covering:

Step 8: Reviews. How to organize and repurpose your Google reviews and customer testimonials so they support the services you want to be known for.
Why every important service page should feature relevant customer proof.
How to create a BRAG page that showcases reviews, awards, and recognition.
Step 9: Third-party proof. Why professional affiliations, certifications, awards, and media mentions can help customers feel more confident in your business.
Step 10: The customer journey. How broken links, outdated profiles, and confusing booking processes can cost you potential customers.
Why consistency across your Google Business Profile, website, social media, and messaging matters.
How to make the next step so EASY that potential customers don't have to think twice.

And you guys, remember this one:

"Trust gets broken when links are broken."

Because getting found is wonderful. But if people can't easily connect with you, book your service, or verify your expertise, you may be losing opportunities without even realizing it.

Want a fresh set of eyes on your business?

My $197 Visibility Audit is designed to show you what potential customers may be seeing when they search for your business.

I'll review your digital footprint, including your Google Business Profile, website, social platforms, and search visibility, then provide a personalized video walkthrough and actionable recommendations.

You'll know what's working, what's disconnected, and what to focus on next.

Get your Visibility Audit at MsMelissaRose.com/deals.

And if you missed the first two episodes in this series, go back and listen to FOUND and LIKED for the complete ten-step framework.

If this episode helps you, please follow The Visibility Podcast and leave a review on Apple Podcasts. It means the world to me and helps more business owners discover the show!

More clarity. Better decisions. A stronger business.

SHOW NOTES:
Hey, hey! Welcome back to The Visibility Podcast!

I'm so glad you're here.

Today we're wrapping up my three-part series on my visibility framework:

FOUND. LIKED. TRUSTED.

My goal for you as a business owner is simple.

I want you to be the go-to option in your industry.

When someone in your community is searching for exactly what you do, I want your business to be one of the first they discover.

And once they find you, I want them to like what they see and trust you enough to take that next step.

Because here's the thing.

The way people are searching is changing.

We're no longer just thinking about traditional Google searches.

People are asking ChatGPT and other AI platforms for recommendations. They're finding answers directly in search results. And sometimes they're making decisions without ever visiting your website.

Now, that doesn't mean your website isn't important.

Quite the opposite!

Your website, Google Business Profile, social platforms, and third-party listings all help communicate who you are, what you do, and why someone should choose you.

And this is where I see business owners getting frustrated.

Maybe you've been in business for ten or fifteen years.

You've built a great reputation.

You've done the marketing.

But lately, you're noticing fewer inquiries.

Or maybe you've hit a plateau and can't quite figure out why.

And you're wondering:

"Melissa, what's not working?"

Well, it might not mean you need more marketing.

It might mean the marketing you already have isn't working together.

And that's what I help business owners uncover.

The consistency factor

When I look at a business's digital footprint, I'm looking for consistency in four areas.

Number one: Your brand.

Does your business look and feel like the same business everywhere someone finds you?

Your logo, your photos, your name, your overall presentation.

Number two: Your presence.

Are your website, Google Business Profile, social media accounts, and business listings giving people accurate, consistent information?

Are they connected to the correct places?

Number three: Your activity.

Are you maintaining the platforms you've chosen to use?

Now, listen.

I do NOT want you trying to be everywhere.

Please don't hear me say that.

If you can consistently maintain two platforms, wonderful!

Do those two platforms well.

I'd much rather see you intentionally maintain a few important places than spread yourself so thin that everything becomes outdated.

And to be clear, posting more doesn't automatically make Google or AI recommend you more often.

But keeping your business information accurate, current, and useful creates a better experience for the people who find you.

Number four: Your messaging.

And you guys, this is my sweet spot.

I LOVE messaging.

Does your website say the same thing as your Google Business Profile?

Does your social media reflect the same business?

And most importantly, does your messaging speak to the customers you actually want to attract TODAY?

Because sometimes the business you've built has evolved, but the messaging hasn't caught up.

And when I work one-on-one with clients, this is where we can really dig in.

We get clear about who you serve, what you want to be known for, and how to communicate that consistently across your digital footprint.

Now, over the past two episodes, we've talked about being FOUND and being LIKED.

If you missed those episodes, please go back and listen.

Today we're finishing with TRUSTED.

And I have three more checks for you.

These are steps eight, nine, and ten of my ten-step visibility framework.

Let's dive in.

Step 8: Put your reviews to WORK

Oh, I love this one!

Because if you've been in business for a while, chances are you have some wonderful reviews floating around the internet.

Google reviews.

Facebook recommendations.

Zillow or Realtor.com reviews if you're a realtor.

Houzz if you're in the home industry.

Yelp.

Industry-specific review platforms.

And maybe testimonials people have emailed or sent directly to you.

These are GOLD.

But here's my question.

Are you actually USING them?

Or are they just sitting on those platforms, waiting for someone to stumble across them?

Here's what I want you to do.

Open a Google Doc.

And start collecting your reviews.

Copy and paste them into one place, keeping track of where each review came from.

Now, I want you to do something really interesting.

Organize those reviews into categories based on what you want your business to be known for.

Let's use a realtor as an example.

Maybe you specialize in:

First-time homebuyers.
Lake homes and cabins.
Investment properties.
New construction.
Selling existing homes.

Start sorting your reviews into those categories.

Because a review about helping someone buy their first home tells a very different story than a review about navigating a complex investment property purchase.

Both are valuable.

But they speak to different customers.

Now imagine someone comes to your website looking for help purchasing a cabin.

And right there on your cabin or lake-home page is a review from someone who had that exact experience with you.

How powerful is that?

They're not just reading that you're a great realtor.

They're seeing proof that you've helped someone like THEM.

And that's what we want.

Put the right proof in front of the right person.

I love incorporating relevant testimonials throughout a website.

On service pages.

On team member bios.

On pages about specific specialties.

Wherever they help answer the customer's question:

"Can this business help someone like me?"

And here's another idea I absolutely LOVE.

Create a brag page!

Yes!

A BRAG page.

Now, you might call it Testimonials, Reviews, Recognition, or Why Clients Choose Us.

But I love the idea of bringing all those wonderful things people say about your business into one place.

You can organize testimonials by service.

Feature customer stories.

Showcase awards.

Highlight professional recognition.

And link to the original sources where appropriate.

Of course, make sure you have permission to republish testimonials when needed, and don't change their meaning.

But you guys, if someone has taken the time to say something wonderful about your business, why not help more people see it?

You earned that recognition.

Use it!

And here's where this gets even better.

You can turn those reviews into helpful content.

Let's go back to our realtor.

Maybe a customer leaves a wonderful review about purchasing a cabin.

You could create a blog post about what first-time cabin buyers should know.

You could feature a team member who specializes in second homes.

And you could include that relevant testimonial.

Now you've created something that is useful to a future customer AND reinforces your expertise.

That's how we start connecting the dots.

Step 9: Show your third-party proof

Okay, number nine.

What are OTHER people and organizations saying about you?

This is different from your customer reviews.

We're talking about third-party recognition.

Professional organizations.

Industry credentials.

Awards.

Media features.

Community involvement.

Speaking engagements.

Professional associations.

Maybe you're part of BNI.

Maybe you've received a Best of the Twin Cities award.

Maybe someone on your team has earned a professional certification.

Maybe your business was featured in a local publication.

Wonderful!

But where is that information living?

Is it buried in a social media post from three years ago?

Or is it somewhere a potential customer can actually find it?

Because when someone is deciding whether to work with you, independent recognition can help them feel more confident.

It says:

"Other people know this business."

"Other organizations recognize their work."

"There's a history here."

And that matters.

So here's what I recommend.

Start collecting your professional proof.

Your awards.

Your certifications.

Your media features.

Your affiliations.

And then thoughtfully incorporate them into your website.

Maybe you have a row of recognizable logos.

Maybe you have an awards section on your About page.

Maybe you have a dedicated recognition page.

Maybe you feature a specific credential on the bio of the person who earned it.

And whenever possible, link to the original source.

If you won an award, link to the award announcement.

If you were featured in an article, link to the publication.

If you hold a professional certification, link to the organization that issued it.

Now, I want to make an important distinction.

We're not adding links just for the sake of SEO.

An outgoing link to an award or organization isn't automatically going to boost your Google rankings.

We're doing this because verifiable proof helps people understand why they should trust you.

And that's what we're building.

Confidence.

Clarity.

Credibility.

Let's say you have a team member named Susie.

Susie specializes in helping clients purchase second homes.

She's received recognition for her work.

And she has wonderful testimonials from families she's helped.

Imagine bringing all of that together on her bio page.

Her experience.

Her specialty.

Her credentials.

Her customer reviews.

And links to the relevant recognition.

Now someone looking for a second home can see exactly why Susie might be the right person to help them.

That's powerful.

And it's much more useful than simply saying:

"We provide exceptional customer service."

Show me!

Show me the evidence.

That's how we build trust.

Step 10: Trust gets broken when links are broken

Okay, you guys.

This is the BIG one.

And I want you to remember this phrase:

TRUST GETS BROKEN WHEN LINKS ARE BROKEN.

Oh, that's good.

You can quote me on that!

Because here's what happens.

Someone finds your business on Google.

Wonderful!

They like your photos.

They read your reviews.

They see that you offer exactly what they're looking for.

So they click your website.

And...

The link doesn't work.

Or it goes to the wrong place.

Or they click your Instagram account, and it takes them to an unrelated corporate page.

Or they try to schedule an appointment, but the booking button isn't working.

What happens?

They get frustrated.

And sometimes they leave.

Not because you're bad at what you do.

Not because your service isn't excellent.

But because you've made it difficult for them to take the next step.

And we cannot afford to make it difficult.

Let me give you an example.

I work with realtors who are affiliated with larger brokerages.

And sometimes, when we start reviewing their digital footprint, we'll discover that the social media links on their Google Business Profile are pointing to the brokerage's main page.

Not the individual realtor's page.

Now, the brokerage might be wonderful.

But if someone is specifically searching for YOU, we want them to connect with YOU.

Your expertise.

Your listings.

Your contact information.

Your next step.

We don't want them getting lost somewhere else.

And I see this kind of thing all the time.

Broken booking links.

Outdated social media profiles.

Old website URLs.

Contact forms that aren't working.

Missing buttons.

Links in Instagram bios that don't go where they're supposed to.

And here's another one.

Making people work too hard to contact you.

If someone wants to book a call, make it EASY.

If someone wants to schedule an appointment, make it EASY.

If you're offering a free resource, make it EASY to get.

Now, I know there are strategies where people say:

"DM me the word GUIDE and I'll send it to you."

And that's fine if it's part of your marketing strategy.

But make sure you're actually delivering what you promised.

And consider whether a direct link might be a better experience for your customer.

Because sometimes people don't want to start a conversation just to access a resource.

They simply want the information.

And that's okay!

Give them a clear path.

Walk through your customer experience

Here's your homework for step ten.

I want you to pretend you're a potential customer.

Someone who knows absolutely nothing about your business.

Start with your Google Business Profile.

Click the website button.

Does it go to the correct website?

Click your social media links.

Do they go to the right accounts?

Then go to your website.

Can you easily find the service you're looking for?

Is there a clear next step?

Can you book an appointment?

Can you fill out the contact form?

Does it actually submit?

Do you receive the confirmation email?

Now go to Instagram.

Click your link in bio.

Does everything work?

Try it on your phone, too!

Because that's how many of your customers are going to experience your business.

And I want you to pay attention to something.

How many steps does it take to do the thing?

To book the appointment.

To register for the class.

To request a quote.

To schedule the consultation.

To purchase the product.

Can you make that process easier?

Because every unnecessary step creates another opportunity for someone to leave.

And remember:

Trust gets broken when links are broken.

Let's make sure we're not breaking the trust we've worked so hard to build.

Bringing the framework together

All right, you guys.

We have officially walked through all ten steps of my visibility framework!

Over these three episodes, we've talked about being:

FOUND. LIKED. TRUSTED.

And today we covered our final three checks.

Step eight: Your reviews.

Collect them. Organize them. Put them where they'll be most helpful to the people you want to serve.

Step nine: Your third-party proof.

Showcase your awards, credentials, professional recognition, and community connections.

Help people verify your expertise.

Step ten: Your customer journey.

Test every important link, button, contact form, and booking process.

Make it incredibly easy for someone to take the next step.

And here's what I want you to remember.

You don't have to be everywhere.

You don't have to post every day.

You don't have to chase every new marketing trend.

But you DO need to make sure the places where your business shows up are working together.

Because the goal isn't just more visibility.

The goal is to become the go-to option for the people who need exactly what you offer.

Want me to look at your business?

Now, if you've listened to these three episodes and you're thinking:

"Melissa, this is great, but I have no idea what someone is actually seeing when they search for my business."

I would LOVE to help you.

This is exactly why I offer my $197 Visibility Audit.

Here's what I do.

I come into your business with a fresh set of eyes.

I review your Google Business Profile, website, social media presence, and the other important pieces of your digital footprint.

I look at how your business is represented across search platforms.

I check for inconsistent information, confusing messaging, disconnected profiles, and missed opportunities.

And I test searches to see what shows up when someone is looking for your business or services.

Then I create a personalized video walkthrough and an email outlining what I found.

Not just a generic report full of numbers.

I'm showing you what I'm seeing.

What's working.

What's not connected.

What could be clearer.

And what I recommend you work on first.

It's $197 to get another set of experienced eyes on your business and walk away with a clearer picture of what to do next.

And if you want help actually making those changes, we can talk about my Local Visibility Optimization service.

Because that's where we go beyond the audit and start connecting those dots.

Your Google Business Profile.

Your website.

Your social platforms.

Your messaging.

Making sure they're all telling a clear, consistent story.

And you guys, I LOVE this work.

I love helping business owners recognize what's already good about their business and making sure the rest of the world can see it, too.

So if you'd like to get started, head over to:

MsMelissaRose.com/deals

You'll find the Visibility Audit there.

Closing

All right, you guys.

That's it for today!

And that's a wrap on our Found, Liked, and Trusted series.

If you haven't listened to the first two episodes, go back and grab them.

They'll give you the full bird's-eye view of the framework and ten practical checks you can start making in your own business.

And if this series has been helpful, would you do me a favor?

Follow The Visibility Podcast.

And if you haven't already, please leave a review on Apple Podcasts.

You guys, those reviews mean the WORLD to me.

They help other business owners discover the show, and they let me know these conversations are making a difference.

And before you go, I want to remind you of something.

Every week, every month, and every year you've been in business is proof that your community wants, needs, and values the work you do.

Your expertise matters.

Your business matters.

And the people who need what you offer deserve to be able to find you.

So keep going.

Keep making the next right decision.

And let's make sure you're getting found, liked, and trusted FIRST.