I’ve Spent My Career in the Room When Things Went Wrong — So I Know How to Make Them Right.
This page exists because I think you deserve to know who you’re actually talking to — not a logo, not a call queue, but someone who has sat in the exact seat you might be sitting in right now, wondering how to fix what’s gone wrong.
I built Orion because I got tired of watching good businesses lose something that took years to build over a problem that was fixable — if someone had just known what to do and gotten there in time. Here’s how I got to that point: the work I’ve done, the moments that shaped how I handle this, and why I do it the way I do.
A Real Person, Not a Platform
Reputation management software can monitor. It can’t understand your business, read between the lines of a complaint, or sit across the table from your team and actually fix what’s broken. I do this work personally — no outsourced call centers, no templated responses, no black-box algorithm deciding how to respond on your behalf.
You get someone who has actually done this work from the inside, in every seat from sales to compliance, with a documented 97%+ resolution rate to show for it — someone who treats your business’s reputation like it’s her own.
Before Orion
Long before I founded Orion, I was the person a resort’s own security manager, district manager, and compliance officer would come to for advice — not because it was my job title, but because I was the one who stayed calm and knew what to do next.
At one multi-resort property, my role went well beyond fielding guest complaints. When housekeeping, maintenance, and security needed to move fast and get it right, I was often the point of contact holding it together.
Before a storm ever made landfall, I was the one making sure pool furniture was secured and umbrellas were down — the kind of detail most guests never notice, because it prevented the injury or the damage before it happened.
When an older guest tripped on a loose paver near the main pool — an area overdue for renovation — I was at her side within moments. I helped her into a lounge chair, brought ice for her knee, and had a cold drink in her hand before security even arrived. Comfort first, paperwork second.
Another time, a guest asked me for directions to the nearest hospital. Instead of just pointing the way, I asked what was wrong. What she described didn’t sound like a stomach bug — it sounded like a heart attack. I called 911 immediately and had already walked through the right questions before dispatch even got to them.
And when guests waiting on check-in escalated fast — threatening to call RCI, the district manager, security, or compliance — it was often the district manager, the security manager, or the compliance officer who ended up asking me how to handle it.
That’s the instinct I bring to every client today: not reactive, not scripted, but present enough to catch the real problem — whether it’s a guest on the ground or a customer on the phone — before it becomes something bigger.
A Compass Doesn’t Tell You Where You Went Wrong. It Points You Toward Where You Need to Go Next.
Every complaint, every formal inquiry, every frustrated customer is more than a problem to close. It’s a signal — a direction. It points to something that needs attention, and my job is to help you see where it’s pointing and fix it at the source.
The Process
First, I analyze. I look past the individual complaint to the pattern underneath it — is this one customer having a bad day, or the fifth person this month describing the same gap between what was promised and what was delivered? Most businesses treat every complaint as its own isolated fire. I treat them as data, because the pattern is what tells you where the real problem lives.
Then I resolve. Whatever’s already out there gets handled directly, with care and professionalism — not a form-letter apology, not a rushed refund just to make the noise stop. Real resolution means the customer feels heard, gets a genuine answer, and — where it’s warranted — turns into a relationship you keep rather than one you lost.
Next, I train your team to handle situations the way I would, because a policy on paper doesn’t help anyone in the moment a customer is upset in front of them. That means real de-escalation technique, the judgment to know when to bend and when to hold firm, and the instinct to treat the business’s reputation like their own.
After that, I build systems. Resolving today’s complaints doesn’t stop tomorrow’s if nothing behind the scenes changes — so I help close the actual gap, whether it’s a sales script that overpromises, a confirmation email that’s unclear, or a refund policy nobody explained.
From there, I rebuild trust. Every resolved complaint is a chance to turn a bad moment into a stronger relationship — with the customer who almost walked away, with the partners and platforms watching how you handle things, and with your own team, who need to see leadership stand behind them when it counts.
And finally, I protect. Once the fire is out and the systems are stronger, the work shifts to staying ahead of the next one — ongoing monitoring, a second set of eyes on emerging patterns, and the stability to move forward with confidence instead of waiting for the next call.
The Numbers Behind the Story
None of this works without results. Here’s the track record it’s built on:
- 20+ years resolving complaints and protecting reputations across high-pressure, service-driven industries
- 97%+ complaint resolution rate, sustained over 8 years
- 2★ → 4★ — a flagship property’s guest satisfaction rating, turned around under direct, hands-on management
- 150+ formal complaints worked through in a single reporting period for one company alone — most rooted in the same story: the pitch didn’t match the delivery
Let’s Talk About Your Business
Maybe you already have a few good reviews. That’s a start — but a handful of five-star reviews isn’t the same as a reputation that earns trust and turns browsers into clients. Reviews compound, in both directions: it typically takes 10 to 20 new five-star reviews just to offset the damage of a single 1-star review, and even more to build the kind of consistent, resilient record that makes a stranger comfortable choosing you over the next name on the list. A few good reviews get you noticed. A managed reputation is what actually gets you chosen.
Whether you’re in the middle of a situation or just want it to never happen in the first place, I’d like to hear about it.
(The “10 to 20” figure is a widely cited range based on standard review-average math and varies by platform and current review volume — used here as a general illustration, not a guarantee for any specific business.)
Orion Reputation Recovery 