You’ve worked hard to build a business people can respect and trust. Let’s keep it that way. You’ve probably heard horror stories of irate customers bent on attacking businesses online and ruining their reputation. Take a deep breath and recognize that while you aren’t going to please all of the people all of the time, the doomsday scenario of a single customer destroying you online is pretty remote.
Putting Reputation Management in Perspective
It turns out that there’s a lot you can do to control how your brand is perceived online. You can encourage positive reviews, monitor online customer feedback and respond promptly and thoroughly to any disappointments. If you do these things, you’re very likely to enjoy an online reputation that’s in sync with your true level of customer service. And with the right tools, it’s pretty darn easy to keep a close enough eye on what’s being said about you online.
We encourage you to contact us online for a more in-depth explanation of the reputation management services we provide.
The 4 Steps to a Healthy Reputation Online
1. Be good to your customers offline.
Here’s a gooey nugget of truth: If you’re tuned out and providing a lousy customer experience offline, you won’t have a good online reputation, either. Make sure every customer who comes in your door is given the attention, service and solution that they need. Make them want to rave about you to anyone who will listen, offline and online.
2. Foster positive reviews.
This is NOT about paying people to say good things about you online. That’s shady and wrong. But when a customer shows appreciation for your product or service, you have the perfect opportunity to guide them online and ask them to write a review.
Review templates can help you boost your positive reviews. Your office can send out our customizable templates 24 to 48 hours after a service is completed. Customers are taken to an online Review Link portal that decides where to send them based on several factors including where a customer has online accounts (such as Google, RealSelf, etc.) and where you still need more reviews. The overall result is a strong track record of authentic online reviews.
3. Monitor what customers are saying about you.
Besides your website, check your social media accounts and review sites to see what people are saying about you. Use this as an opportunity to confirm what you’re doing right and spot areas for improvement. It’s a good idea for small and medium-sized businesses to spend at least 30 minutes a week reviewing what people are saying about them online.
With our Review Report Card, you can keep track of your reviews on over 75 websites at a single glance. Our software performs over 1,000 unique searches and can alert you every day via Review Notifications when new reviews are discovered. This allows you to respond to negative reviews quickly and hopefully reach a quick resolution with the customer.
4. Respond promptly when you spot a problem.
If you see a negative review or complaint online, try to get in touch with the customer privately, address their concern and ask them to update their online comments. If that doesn’t work, a public response may be appropriate. Legal action might jump into your mind but we encourage our clients to put that thought on rewind unless it’s an extreme case of provably false and damaging speech.
We can help with any correspondence needed to convince review sites to delete reviews that are untrue or inaccurate. On sites where removing reviews isn’t possible, we can help you craft a public response to neutralize negative reviews.
Our Reputation Management Process
Overall, positive reviews are worth their weight in gold. Reviews matter more and more to online searchers and, in turn, to the search engines themselves. You simply can’t afford to leave how your business will be perceived online up to chance – you have to engage with customers and solicit reviews or you risk losing ground to your competition.
Please contact us if you have questions or would like more information about our reputation management process, which has helped dozens of clients successfully manage their reputation online and build a healthy portfolio of glowing online reviews.