In Part 2 of our online reputation series, we give you the tools you need to take control of the conversions about your business.
For Part 1, click here to learn how to use reviews to generate leads.
For Part 3, click here to find out why reviews convert better than ads.
If you are new to the world of SEO and online marketing, you might think your company’s reputation is completely out of your hands. When so many people are just typing whatever they want into their computers, how are you supposed to stop them from writing a negative review about your business? How are you supposed to persuade them to write a good review?
If there’s one thing to be learned from our line of work here at LinkNow, it’s up to you to manage your online reputation. It is determined by how you handle every situation—good or bad.
Here are a few ways you can improve your company’s online reputation.
You Received a Negative Review. Now What?
Did you wake up to discover that a customer of yours has penned a negative review about your business? Maybe your team had a bad day and underperformed with the client. Maybe there was some misunderstanding. Maybe the client’s criticisms are unfounded and simply unfair.
In these situations, you might feel attacked and scared for your business. Your gut response might be to respond heatedly and tell this customer just how wrong they are. I mean, they’re attacking your business after all. That business is your livelihood!
We’ll tell you the same thing we tell all our clients at LinkNow: Don’t respond negatively to a negative review! Don’t lose your cool. Doing so might lead to the online equivalent of a shouting match between you and a customer. Is that something you’d want people to see when they walk through your door? Probably not.
Respond Positively to Negative Reviews
Whether they’re right or not it is always in your best interest to do two things:
- Publicly respond to the negative review if possible
- Be positive and receptive to the dissatisfied client.
Let the customer know you hear their complaints, criticisms, and concerns. When customers air grievances, they might expect a lot of things in return. While you might not be able to turn back time, you can at least let them know they’ve been heard and acknowledged. Let them know that the problem will be addressed with your staff and will not happen again.
Every business gets a negative review every now and then. If you handle it professionally and graciously, customers will chalk the issue up to a misunderstanding or isolated incident.
Ask Newcomers and Regulars for Reviews
Like we said, every business is bound to get one or two negative reviews. What helps is when there are many positive reviews on your Google My Business, Yelp, and Facebook pages to make those negative reviews seem less representative of your company.
If your business has been operational since before the advent of social media, asking clients for online reviews might seem kind of strange. You might be worried that you’re being pushy. Don’t be! In the age of ‘Buy Local’, people love supporting local businesses. What better way for them to show their support than to post a glowing, thoughtful, and honest review of your business?
A Reputation Built on Reviews
Before you get customer reviews, you need an online presence. For some business owners, that is especially difficult. At LinkNow Media, we’ve helped over 10,000 small business owners spread the word about their services. Once we’ve established your online presence, you’ll have the customers you need to get those important reviews!
Click here to read Part 3 of our reputation management series!