What is Online Reputation Management?
When one of your customers does an online search for your business, service or product, what do they see? Google may or may not list your site, but one thing is certain; they will list reviews, be they good or bad. If there enough bad reviews, you can be sure that it’s going to influence that person’s choice and your potential customer will go with one of your competitors.
Often, the negative review may not even be about something that you have any control over. We’ve seen instances where people have left bad reviews about a hospital visit due to the lack of free parking. What if the complaint is about the poor way in which your packaged was handled by the delivery service, and nothing you had control over? In another instance, we found out about a business that had a very similar name to other businesses; bad reviews were being left for a retail location that had never serviced the people leaving the review! Needless to say, this was costing the business time, money and of course, a bruised reputation.
Until now, unless you had a full-time employee dedicated to hunting the Internet to take care of these reviews, there was little you could do. Imaging trying to keep a running tab on all the review sites, where customers have posted, correcting errors, following up with unhappy clients, the list goes on and on. Even if you had someone dedicated to this full time, it’s not very likely that they would be able to interact with a customer directly after receiving their service or product. Things move very quickly these days, and it’s important to make sure you contact your patrons the same day they see you. Next week, and too much will have passed, or they will be busy – whatever the case, you’ll have missed a very small window of opportunity to make sure that you have a satisfied customer or client.
In addition to reviews, it’s very important to make sure that people are who leaving the reviews have the correct business name, address, phone number and other contact information. We have found that if businesses have incorrect information posted to different review sites, it can actually have a negative impact with website rankings.
What Are Your Options?
The good news is that now there is a solution to not only stopping bad reviews, but also to working with your customers to make sure they are happy, and will leave you positive feedback online. This actually has a greater effect on your business than you might imagine. Not only are you catching poor reviews before they are posted, by having high numbers of positive reviews, the search engines will take that into consideration when ranking your website. In fact, Google has gone on record as saying that it will take reviews into consideration, especially for local businesses.
We have a proven online reputation management solution that will engage your customers, catch bad reviews before they can damage the reputation of your business, and make sure that positive reviews are posted across various review sites. The service we offer is very powerful, but only requires a few hours per month to manage, and the rewards far outweigh the time and cost.
Give us a call today to find out what we can do for your business, and ensure that your online presence reflects your offline business.