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The Web is Waiting For You

Month: March 2017

Make the Most Out of Your Google My Business Page

milkMilk or cream? T-shirt or sweater? Stay or leave? Romance or comedy? Every day, each one of us makes hundreds of decisions, both big and small. Sometimes, it can seem as though we decide in the blink of an eye. Other times, however, we weigh the pros and cons of each and flip back and forth on our decision for what feels like an eternity. Whether we are going with our intuition, or mulling over past experiences and considering the short- and long-term effects of our choice, there are a ton of factors that play into our decision-making process.  When it comes to making decisions on the internet, the process is no different.

Let’s say you’re looking for a home cleaning company in your home-town of Portland, Maine. If you don’t have any recommendations from friends or colleagues, you’re likely relying on the internet to find a residential cleaner near you. When you type “residential cleaning company in Portland” into Google, you will be shown which cleaning businesses are available to you in your area, along with some basic information, like their address, phone number, hours of operation, and rating. The higher the rating a company has, the more likely you are to head to their website.

Optimize Your Google My Business Page

Just as you search for services, other people are taking similar steps to find businesses. So, if you rely on getting visitors to get to your website from local search traffic, then reviews from Google My Business should be a priority. Here are few tips for a better optimized page:

Citations Management

When people are talking about citations, they are referring to any mentions of your business’s name, address, and phone number online. This information is listed on customer review sites, like Yelp and Angie’s List, and social media platforms, like Facebook. It’s important that this information is consistent across the board, or else Google will doubt the validity of your business. Any discrepancy, such as your address appearing as 705 Main Street one place and 705 Main on another, could hurt your ranking. If you don’t have a physical location, here’s advice from Google on the best way to handle it.

Category Selection

It important that you select the right category for your business-type. This might sound like a no-brainer, but for companies that offer more than one service this can prove to be difficult. If you’re unsure, read up on Google’s guidelines for representing your business.


Never under estimate the power of visuals. Adding photos of your business to your page is the best way to show off your business’s human-side. Be sure to include photos of your staff in action and the interior of your business, if possible. You also have the option of providing people with a virtual tour of your business by enlisting a Google-improved photographer.

Ask for Reviews

Yelp uses a recommendation software specifically designed to flag comments that appear to be fraudulent. We’ve looked at this in the past, and mentioned how it seems to be more lenient with negative reviews, hiding many legitimate reviews from satisfied customers. This isn’t the case with Google My Business, so don’t be shy about encouraging a happy customer to rate your business and share their experience. Be sure to let them know how much you appreciate them taking the time to share their kind words by writing a response comment. Of course, not every comment is going to be a glowing review. It is important that you respond to harsh criticism too, whether that means offering an apology or clearing up a miscommunication.

Those are just a handle of ways you can better optimize your Google My Business Page. At LinkNow Media, we are sure to look into this topic again.

How to Spring Clean Your Business’s Yelp Reviews

springReviews are an increasingly important way that customers engage with a brand, product, or business. A good review can win over potential customers the same way that a negative review can do the opposite. A constant stream of positive reviews on your Yelp page suggests that your business is popular, successful, and well run. At LinkNow Media, we believe that in the spirit of spring, it is always a good idea to do some spring cleaning. This includes putting in order strategies to increase positive reviews on Yelp. The following are some easy ways to encourage new positive reviews.

Encourage New Reviews

The best way to encourage your clients to review your business is by providing great service and asking them about their experience upon completion. Speaking with your customers in person about their opinion of your service allows for an opportunity for you to remedy any disappointments or concerns before they make it to the internet. After speaking with your customer, gently encourage them to write a review if they are so inclined, and thank them graciously for their patronage. This will make your clients feel appreciated and as if their opinions are valued and taken into consideration.

Respond to Challenging Reviews

The best way to respond to challenging customer reviews is to firstly wait 24 hours before responding. This will give you sufficient time to approach the situation with intellect rather than emotion. The second tip is to let go of any defensive tendencies you may have to show your point of view. It’s not about your defense, it’s about the client’s perceived experience. Lastly, just go with it. Accept your client’s criticism with kindness, grace and dignity. Offer your sincere apologies and hope they will give you another shot. If you have lost them, at least you have demonstrated your ability to extend kindness and generosity to other potential clients who may have read this online interaction.

LinkNow Media always recommends that you choose which reviews to respond to wisely. Address reviews with specific complaints, or that seem genuine and not mean spirited. This will more likely be worth your while as opposed to engaging with an internet troll.

Share Positive Reviews!

If there is a particularly glowing review that made an impression on you, feel free to publicly thank your customer for being so generous with their words! Trust us, it won’t go unnoticed.

Is Asking for Yelp Reviews Hurting Your Small Business?

waffleIt’s a fair assumption to make that anyone who owns a business knows a thing or two about the importance of having a good rating on Yelp. Positive reviews from satisfied customers are enough to win over someone who has no idea where to go for breakfast, a haircut, or an oil change. It comes as no surprise then that many business owners urge happy customers to go to Yelp to share their experience. After all, the more people writing positive reviews, the higher the rating, right? This might not be the case. Yelp themselves discourages business owners from asking for reviews because asking people for reviews creates a bias. Because really, would you encourage an unhappy customer to write a review?

Whether you agree with their point or not, reviews that have been strong armed are likely to be flagged by Yelp’s recommendation software. So, here are alternative ways that you can get happy customers to write a review about your business.

Add a Review Badge

The last thing you want is to offer discounts or freebies as incentive for customers to write reviews. Not only does this run the risk of being flagged, it’s bribery. Let others know you’re on Yelp by using a review badge. Once your business page is set up, you’ll notice that you’ll have the option of adding a Review Badge to your website. This is a great way to drive traffic to your Yelp page from your website.

Choose Your Words Wisely

We’ve all been there – a waiter asks how everything was, and you respond by saying it was good, even when it wasn’t. Or a hairdresser asks if you like your new haircut, and you say yes, but it’s the worst haircut you’ve ever received. The point here is that unless someone is throwing you flowers, there is no way of knowing if someone had a pleasant experience or is just being polite. Only when someone is over the moon about your service or product should you drop a hint to leave an online review.

Share Reviews

Even if someone doesn’t write Yelp reviews, they rely on Yelpers to get a better idea about where to spend their time and money. So, throw them a bone. If you got ‘em, flaunt ‘em. Don’t be shy to share Yelp reviews on other social media platforms, like Facebook. You also have the option of posting all your reviews by changing the settings in your Yelp account. All you need to do is check the “connect to Facebook” option under the “External Services Settings.” This will prompt you to allow Yelp access to your business Facebook account. If you choose to display all your Yelp reviews on your Facebook wall, be sure that you respond to all reviews, both positive and negative. You can brush up on appropriate ways of responding to negative reviews by clicking here.

Add the Yelp Icon to Your Signature

If you are like most businesses these days, you communicate with clients via email, whether for business updates or sending out campaigns. The average person is not going to your business or enlisting your services with the end-goal of writing a Yelp review, so they might need a nudge to follow through on doing so. A small Yelp icon in your signature is like a call to action.

Provide Exceptional Service

The single best way to get positive reviews on Yelp is by providing your customers with excellent service. This might sound obvious, but it can be easy to lose sight of good old fashioned customer service when your main focus is getting a 5 star-rating on Yelp. This could cause you to be overly enthusiastic, or worse bothersome. Give your customers a delightful, stress-free experience and positive reviews will come rolling in.


How to Respond to Internet Trolls

goatsIf you blog or are active on social media, you’ve likely come across a troll or two. They aren’t hard to miss. A comment from one sticks out like a sore thumb. This is because their comment usually has nothing to do with the conversation at hand. It exists solely with the purpose of ruffling a few feathers, whether that means pointing out a small grammar mistake, stirring up controversy, or using profanity. The first step to dealing with a troll, is recognizing that you have a troll on your hands. Not every negative comment has a troll on the other end, so it’s important that you can decipher between someone who is genuinely miffed and someone who is present with the intentions of upsetting people. Trolls have sadistic characteristics, deliberately offend, and crave attention. When you know for sure that you’re dealing with a troll, keep these following points in mind.

Don’t Feed the Trolls

Trolls want a reaction. They want to see you upset, flustered, and frustrated. Don’t give them the satisfaction. The secret to defeating a troll is to deprive them of what they want. Respond reservedly and concisely. State the facts, and move on. Or, better yet, do nothing. By responding to their comments, you are “feeding the troll”, or adding fuel to the fire. The best thing to do is ignore them. This is not advice we would usually give about responding to comments, but this is the way to go when it comes to trolls. They are not worth your time or energy.

Defend Your Readers

Sure, the internet is full of terrible people. But there are a lot of good people, too – people who will come to your defense in the comments section. While this level of loyalty is a rewarding aspect of blogging, it can quickly turn ugly. As mentioned, the best way to defeat a troll is not paying them any mind. Your readers may not know this, so they may unknowingly give the troll more ammo to cause harm. Your duty as a blogger, or social media administrator, is to have their back in the comments section.

Use Trolls to Increase Engagement

We’ve pointed at the importance of responding to negative comments in a calm and cool manner before, and while you should always be respectful, don’t be afraid to get a little cheeky here. Look for holes in their logic. Not only can outwitting a troll be enough to get them to back off, your sass may catch the attention of others.

Delete Comments

In a previous post, we recommended that you should avoid deleting a negative comment –  it’s always an opportunity to show how far you will go to find a solution to a specific problem. However, if a comment exists with the only intent to hurt people or if it contains extreme vulgarity, then you should remove it. Deleting a comment should always be your last resort. There is nothing stopping them from writing another post.

Final Thoughts

At LinkNow Media, we urge you to be active on social media and blogs. Don’t let a few rotten apples keep you from starting a blog or creating a social media profile for your small business. As long as the internet exists, there will be trolls. Understand their behavior and know the appropriate ways to respond, and you’ll always come out on top.

How to Respond to Instagram Comments

instaMost small businesses see social media channels like Facebook and Twitter as valuable marketing platforms, but have a hard time throwing Instagram in with the mix. One reason is that it can be difficult for those who don’t sell products to find ways to create a presence. The fact of the matter is that you don’t necessarily need to be selling products to use Instagram. There is a boat load of things that can be captured and shared, such as photos of your staff, ongoing fundraising events, and projects. If your business isn’t already using Instagram, it’s worth considering – it’s a great way to display your business, show your human side, and enhance your image! If you are already using it, then this blog is for you. Having an account is one thing, how you interact with commenters is another. It never hurts to read up on appropriate ways of responding, so let’s dive in.


Have you ever been told that you need to learn to take a compliment? A lot of people have trouble accepting compliments out of fear of coming across as vain, but there is no reason to deny sincere words of praise. The key thing here is to not overthink your response. You may be tempted to gain an advantage over their compliment by returning a compliment. Fight this knee jerk reaction and simply say thank you. If there is room to elaborate, go for it, but there’s no problem in keeping it short and sweet.

Q & A’s

Including a question with your photo is a great way to gain feedback and get a conversation going. If you are halfway through a project, for example, take a snap of the work in progress and encourage others to share their thoughts by posing a question. If you do choose to go the question route, be ready to respond. Not acknowledging someone’s response is not only rude, but a missed opportunity to interact with like-minded folk.


There’s a lot of advice available online about ways to respond to negative comments. We too at LinkNow Media have brushed upon appropriate ways of responding. Keep in mind that these are merely guidelines. You needn’t abandon your brand voice because you feel inclined to follow a certain formula, especially when dealing with internet trolls – because unfortunately they exist. If you’ve been active on social media for some time, you’ll be able to spot them. Don’t be afraid to get a little cheeky, but be tactful. Emojis are a great way to keep matters light. Of course, if someone is sincerely upset or has a genuine issue with your post, it’s important to respond directly and appropriately. Hear them out, and offer an apology if necessary.

Final Thoughts

Responding to comments on Instagram isn’t very different from the ways you respond to people on other social media platforms. In fact, it might be easier. Since there is a picture at the center of the conversation, comments and responses are likely to be shorter here – a picture is worth a thousand words, after all.

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