Do you know exactly what’s being said about your business online? When it comes to managing your online reviews this is a great place to start. If you’re looking to face your reputation head-on and drive positive reviews while managing negative ones better, we’ve put together this list of five tips.
1) Start With The Basics
Know what’s being said about you online whether it is positive or negative. Identify keywords that are used to search for your products/services, industry or your business. Monitor these business keywords and understand what people are saying so that you can get a grasp of the overall the online sentiment of your business. With this information you can start to make steps to improve the negative and share the positive.
2) Claim Your Local Listings
The next important step in managing your online reviews is to claim your local business listings. Not only does this potentially give your business more visibility on search engines, it also allows you to be notified every time a consumer posts a review about your business on your listing sites. Plus, it gives you control by providing a formal place to direct happy customers to leave reviews.
3) Ask Happy Customers For Reviews
One of the simplest but often overlooked elements of reputation management is to ask your happy customers to leave online reviews. Did you know that 7 out of 10 consumers will leave a review when asked to? (MOZ) Train your employees to ask for reviews, include signage in your store, or create easy to hand out cards that list your review sites, reminding your customers that you appreciate their feedback.
4) Respond To Negative Reviews In A Positive Way
Reputation management starts with providing a great customer experience. But, even the best businesses will have to deal with a frustrated or angry customer at some point. So, in an age when anyone can easily post a complaint about your business online, knowing how to handle and respond to negative reviews can be a powerful reputation management tactic. It’s important to deal with these situations professionally, because responding in a negative, defensive, or uninformed way can cause more damage.
Put yourself in the reviewer’s shoes and write to them how you would like to be treated. It is also best practice to try and move a conversation offline. This way, once the issue is resolved, you can request them to post an update on the review. It is important to remember you are not only responding to a particular review, and that other potential customers can be looking at your online reviews as a part of their research.
5) Address The Issues
Customers aren’t just complaining – they’re giving you valuable information. Use their insights and experience to take action! Read the feedback you get from online comments and reviews to improve your product offerings, customer experience, and other aspects of your business. For instance, if you see a lot of negative comments about customers not being able to get in touch with the right people, you could consider hiring a receptionist or implementing a live chat solution on your website. Let your customers know you’re listening, and that you care about what they have to say!
Monitoring your online reputation can be a time-intensive activity, but it is worth the effort to monitor the right sites and develop an effective strategy. These tips for managing negative reviews online will help portray you as a professional business that genuinely cares about the concerns of your customers while positively influencing the decisions of potential customers.
To find out more about how ReachLocal can help you manage your local listings, get in touch with us today!