When you have top rankings on search engine result pages (SERPs), the last thing you want is for your top ratings to be the result of a bad business reputation. There are several different factors that can influence and determine your online reputation whether you are an online-only business or have an actual physical brick and mortar location.
One of the biggest mistakes businesses make is not taking the time to find out what their customers and other people are saying about them through online review websites and social media sites. These types of platforms are where people research and gather information about your business and use the feedback and comments of others to determine if they will become one of your future customers or take their business elsewhere.
Tip # 1 Register with a Few Review Sites
It is free to register your business and claim it on most review sites. Doing so will allow you to not only see what others are saying, but also respond to their comments. When selecting what review sites to register with, consider those that are the most popular within your area, which may not always be Yelp.
Tip # 2 – Establish a Social Media Presence
Also set up your business profile on a few social media sites that are relevant to your business and industry, such as Facebook, Google+, and Twitter. Having a presence on social media will make it easier to respond to customer feedback left through social media platforms.
Tip # 2 Respond to Negative Feedback in a Positive Manner
When someone has a negative impression about your business, it can be upsetting. It is important to not let this frustration enter into your response to the individual. Rather, thank the person for leaving feedback, and then provide an appropriate response for each of their key issues. Remember to remain objective when writing a response by putting yourself in the place of your customer, and read through it before you actually post it.
Keep in mind, most review sites give you the option to respond publically or privately to your customers. In some cases, it can be more appropriate to initially respond privately and resolve the customer’s concerns, then post a response publically thanking the customer for giving you the opportunity to resolve their issues.
Tip # 3 Respond to Positive Feedback Too
Do not overlook positive reviews left by your other customers. Take the time to thank them for their comments. This will show potential customers you do care about all of your customers.
Tip # 4 Implement Reputation Management Blogs
Reputation management blogs are posts placed on your website and social media sites to provide detailed information about your business, its practices, and how you work hard to ensure you customers are satisfied. The purpose of these types of blogs is reinstate your unique selling points (USPs) and what sets you apart from your competitors and helps offset negative posts.