You know that your business reputation is important. But have you considered that what people are saying about you online is also a big part of your reputation?
Positive customer reviews make customers more likely to visit a local business, even more than factors like location and price. Consumers trust online reviews as much as they do personal recommendations. You can grow your business by cultivating relationships with satisfied customers. When they share a positive review of your business online, respond to their feedback, show your appreciation, and encourage them to return.
Sometimes you also receive negative reviews, and you can’t control everything that is said about you in public. Maybe the customer is having a bad day and takes it out on your business, and it can be difficult to know how to handle those situations. If a customer makes a negative comment about you in a public forum, a prompt response that is strategic and tactful can help protect your reputation. It shows the customer, and those watching, that you care. If you made a mistake, consumers see that you want to make it right. It’s important to let frustrated customers know that you are listening, and if you are able to make it right, you will. Let them know they have been heard, that you care and you want to make it better for next time.
A negative review is an also opportunity for service recovery, and you don’t want to miss it. You may be able to reach out offline and turn a dissatisfied customer into a satisfied one that updates their negative review with a positive follow-up review.
There are many places for customers to leave reviews, depending on your type of business. Many of these sites allow businesses to get control of their listings and respond to reviews. Some of these are Google Places, Yelp, Trip Advisor, CitySearch, Insider Pages, Yellow Pages, Super Pages, and Urban Spoon. Find the sites that your customers are visiting and where they are talking about your business; then monitor those sites and respond when you are able.
Monitoring online reviews and responding to both the positive and the negative is a part of our social media plan. We take care of the details so you can focus on running your business.
