The reputation of your business is critical to your bottom line, because customers are more likely to choose your company if previous clients have positive things to say about their experiences. More and more, businesses’ reputations are shaped by online reviews, which represent a key decision point for potential clients. Businesses with better ratings online tend to see more customers come through the door, but how do you gain control over what people are saying about your business? Obviously, you should provide exceptional customer service you can stand behind, but everyone has off days or miscommunications that could result in negative reviews that reduce your overall rating. That’s why reputation management is important. It helps you control the narrative when it comes to your online reputation, so you can grow and thrive through constructive customer feedback.
Monitoring What People Are Saying About Your Business
The first step in managing your reputation is knowing where you stand. You should have an active monitoring system for new reviews on major channels like Google and Yelp, so you can address any problems customers may have within a timely fashion.
Create Opportunities to Curb Negative Reviews
Negative reviews can be avoided when customers are given opportunities to provide direct feedback through your website, especially when this is followed up with solutions to correct the initial problem. When customers problems are solved more efficiently, negative reviews will go down and more positive ones may be created in the process.
Make Positive Reviews Work Harder for You
Once you work to encourage customers to spread the good word about your business, you can make reviews work harder by posting them to social channels and your website.
With G4H Consulting, you will be able to effectively handle these tasks and see the benefits of reputation management for yourself with the help of ReviewLead software. To learn more, give us a call at (585) 755-0366, or schedule your review management consultation on our website.
Negative feedback is an inevitable result of a social media presence. However, the way in which your business handles negative feedback can affect your online image in a positive way. Successful management of your social media accounts means staying up to date on your online reviews to handle negative feedback quickly and appropriately.
Take Feedback Seriously
Although you may want to ignore negative feedback, the key to handling negative comments properly is to always take them seriously. Regardless of the comment or complaint, it’s important to address it publicly to show your dedication to your clients and their needs. You should also aim to address negative feedback quickly, as leaving comments unanswered can also give the impression that you do not care about rectifying negative client experiences.
Identify the Issue
Before replying to negative feedback, it’s important to identify its cause. Determining whether the error is a business mistake, a misunderstanding, or a problem with the client’s expectations can help you develop a smart and positive plan to address it. Regardless of the type of issue and its cause, it’s also best not to act or sound defensive—always show professionalism and respect for your client’s viewpoint, even if the mistake is not actually an error on your part.
Once you’ve identified the issue behind the negative feedback, it’s important to focus on a resolution. Offering to exchange a defective product for a new one or repeat a service that was not satisfactory is common; you may also wish to offer discounts on future purchases or other services. If you cannot reach a resolution, offering a refund may be the best way to resolve the situation.
Reputation management should be an integral part of maintaining a positive online image for your business. If you’d like to explore how G4H Consulting can help you maintain your online reputation, call us today at (585) 755-0366. You can find even more tips on building the right online reputation for your business on our blog.
Online reviews are a simple way for clients and customers to make their opinions about your business and services heard. Because online reviews are so accessible across multiple sites and services, they can have a significant impact on your online reputation. Regardless of whether your reviews are positive or negative, it’s imperative to read them to determine what you’re doing right—and how you can improve—to show your dedication to your consumers’ experience and satisfaction.
Recognize Positive Achievements
Although most businesses are highly-focused on the impact of negative reviews, it’s important to keep in mind that positive reinforcement is also a valuable tool. Positive online reviews can be a big morale boost for you and your employees, helping you to pinpoint the actions you’re taking that your customers like. Paying attention to the aspects of your products or services that your consumers find most attractive will help you tailor your business plan to focus more heavily on these aspects as you move forward.
Engage with Unsatisfied Customers
One of the major benefits of reading your online reviews is the chance to recognize negative experiences and take steps to correct them. If you come across a negative review that accurately reflects an unsatisfied customer, it’s important to take the right actions to address the situation. Rather than placing blame, contact the customer and ask how you can improve their situation or ensure their experience is more positive next time. Not only will you gain a single additional satisfied customer, but you’ll show anyone else who views the exchange that you take your customers’ experiences seriously and will make an effort to improve upon the aspects of your business that your customers don’t yet find satisfactory.
Do you need help managing your business’ online reputation? G4H Consulting is pleased to offer ReviewLead, social media marketing, and much more to help your business succeed in today’s web-savvy world. Please stop by our website to explore our full range of online services and solutions, or call us at (585) 755-0366 to discuss your needs.
So I was planning to write an email about how much I hate most corporate social media accounts. But the more I thought about it, the more I felt like there was something the needed to be addressed first.
Right now, there are a lot of good marketers out there making really bad decisions when it comes to social media marketing.
People are creating massive amounts of FOMO in themselves and being dumb about where they’re investing their time, money and energy.
The recipe for disaster goes something like this:
Look, I just googled “should I be on pinterest”:
There are approximately 17 million pages on Google with an opinion on why you’re missing out if you’re not on Pinterest (a channel that didn’t exist before 2010).
Think about this. I mean really, think about this.
The writers of these articles don’t have bad intentions. But their metric when writing these articles isn’t “how many businesses I can help grow?”. Their metric when writing these articles is “how many people are paying attention to what I’m saying?”.
That’s a very important distinction.
Most of the information you find on the web is meant to make you feel that everything is important, due yesterday, and that you’re missing out.
This has led many marketers to try new social channels without a clear strategy, fail because they don’t know what they’re doing, and then lose faith in social media as an effective business tool.
Again, I’m super guilty of this myself.
The truth is that social media can be very powerful—if you know what you’re doing.
Here are some answers to common questions about social media: