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Tag: Building Online Trustworthiness (Page 1 of 5)

How To Encourage Employee Feedback Online

Creating a comfortable work environment for colleagues and employees is something that every company strives for. Some companies have a harder time achieving this than others. At LinkNow Media, on the other hand, we feel we’ve created the kind of environment that makes staff feel comfortable expressing their complaints and concerns.

What’s the secret formula behind a happy workplace? Unfortunately, there isn’t one. There’s no short-cut to cultivating a space where employees feel comfortable providing feedback. But that doesn’t mean it’s difficult either. A workplace with open dialogues and considerations given to every employee comment comes with patience, understanding, and mutual respect—just like in any relationship or team environment.

The Importance of Employee Feedback

When employees give feedback, it shows they have a more-than-active interest in the company. When their feedback is taken into consideration, they only feel more invested in the workplace. What employer would want to stifle that sense of dedication? Not us!

Employee feedback, whether within the office, or online via review/recruitment sites like Glassdoor, isn’t just great for morale—it’s great for your brand and future recruitment efforts. By promoting anonymous review platforms like Glassdoor, you give your employees the chance to make their opinions heard without fear of repercussions. It’s a great resource, not just for prospective employees, but also employers looking to improve their company culture and management style.

Here are some helpful tips courtesy of LinkNow Media.

Tips on How to Encourage Employee Feedback Online

There are few recruitment tools as valuable as Glassdoor. That’s because Glassdoor has the option to for employees to leave anonymous reviews. These reviews can be as detailed as one wishes, or brief and to-the-point. How can an employer or team manager persuade their teammates to leave reviews on these online review platforms like Glassdoor?

Fostering a workplace environment where employees feel comfortable speaking their mind is only half the battle. To get clients to take time out of their day to type out their feedback? How’s that supposed to happen?

Here’s a scenario: If your company is looking to fill a position in a certain department, having reviews and information on Glassdoor about the position is incredibly helpful, isn’t it? And having the right people apply for the job is especially important for employees, right? Regardless of qualifications, if someone doesn’t ‘gel’ with their employees, it can be a recipe for disaster.

How can you make sure potential applicants know whether they’d be a good fit with your team and vice versa? Ask your teammates to write up-to-date explanations of their job on Glassdoor! When
the goal is building the right team, every employee should feel invested enough to leave employee feedback and online reviews.

Online Employee Feedback and Reviews from Newcomers

Another great approach to getting employee feedback is by asking newcomers. New to the job, they’re likely energized and wowed by your company’s accommodating atmosphere. Asking them to write about their first day of work on Glassdoor should be no different than writing a customer review on Yelp.

These are but a few of the ways companies cultivate a workplace where employees feel comfortable—even eager—to leave online reviews. At the end of the day, it all comes down to having a work environment with a reliable Human Resources team to deal with confidential complaints, excellent team leaders, and an office that feels like more than just a workplace.

How to Get Positive Online Reviews from Your Clients on Boxing Day

There are few industries in the world that have an easy time getting positive reviews from their clients. Getting positive reviews during the busiest time of year is no exception either. Negative reviews? Sure. Some customers will leave negative reviews for the most minor of offenses—or for no offense at all. Those reviews, however, are not the kind we’re talking about.

We’re talking about honest, positive reviews. Thoughtful reviews, or just reviews that consist of the briefest of compliments. There are few companies that don’t struggle to get glowing (and unincentivized!) reviews. Even the companies who’ve never failed to provide with customers with complete satisfaction can’t seem to get a single 5-star review on their Yelp or Google listing!

At LinkNow Media, we talk with a lot of business owners. Most of them, at first, have this very same dilemma. They do great work day-in, day-out, and every customer always leaves their shop with a satisfied smile on their face—but alas, their Google and Yelp review sections are blank.

How do we help our clients get out of this slump? How can you get your clients to spread the good word about your high-quality customer service during the holiday season?

Here are a few of the suggestions LinkNow Media provides to our clients.

Ask Your Clients to Leave Reviews!

That’s right. Just ask them! Despite how hectic holiday shopping and Boxing Day sales may be, people are still imbued with the Christmas spirit. It’s the season of giving! They’re eager to reciprocate warm feelings and generosity. Any time you have a positive experience with a client in person this holiday season, just ask them to leave a little review!

You might be wondering, “Is it OK to ask for reviews?” For Google at least, the answer is 100%, “Yes!” Ask away!

Yelp, on the other hand, has made it explicitly clear that no company should incentivize clients and customers to leave reviews. What does that mean? In short, it means that your customers should be leaving reviews because they genuinely want to spread the word about the business or help you out. The same rule should apply to any other review platform as well. You should want EVERY review to be genuine and sincere, after all.

Asking in person might seem stressful or pushy, but it really isn’t. A good customer interaction should be professional, yes, but it should also be personable and good-natured. If you have a friendly rapport with your client, asking them for a review should not seem pushy.

There is no better time than the end of a sale to ask your client to leave a review. They’ll have just been helped out by you, so they’ll be eager to help your business out and spread the good word.

The “Buy Local” Campaign

Now more than ever, people love supporting local businesses. Small business owners are a valued part of any community. If your clients see your business as a community-oriented company that is “local” in spirit and practice, they’ll be more inclined to leave you a positive review.

The “Tip” Method

Another great approach for gathering more online reviews is the “tip” approach. After you’ve had a great Holiday interaction with a client let them know that if they leave a positive review mentioning the name of the person that helped them, the company will give them a tip or “holiday bonus” for their great service.

We’ve seen this method work time and time again. Many clients see it as a way of “giving back” to their service providers and local workers. And all that’s required of them is that they leave a genuine and honest review!

There are other ways to accumulate positive online reviews, but they all require one thing: Quality customer interactions! If you’re not providing your client warm, friendly, and first-rate customer service this holiday season, they’ll be more inclined to give you a lump of goal over a good review.

What Are Yelp and Google Doing to Fight Fake Reviews?

What are google and yelp doing to fight fake reviews?

Being a consumer has never been easier—and more deceiving.

Long before booking an appointment, hiring a tradesman, or ordering a meal, prospective buyers can gleefully browse through pages of listed companies offering exactly what they want.

They’ll find much more than just the basics of the business— locations, rates, contact info.

By way of the Internet, consumers can now scrutinize a company’s reputation in the form of online reviews. They’ve used the services, purchased the products, and have now gone to the trouble of reviewing their experience.

But just how trustworthy are online review sites like Google and Yelp?

What Are Fake Reviews?

As the name suggests, fake reviews are inaccurate, slanderous depictions of a business.

Fake reviews usually come in two forms. Either, they are positive reviews designed to artificially inflate a business’s reputation for the better. Or, they are negative reviews left by black hat SEO companies, jealous competitors, or disgruntled employees aiming to ruin a business’ reputation.

Fake reviews are misleading at best, and at worst, can ruin a business both on and offline.

Do Review Websites Try to Fight Fake Reviews?

Fortunately for businesses and consumers alike, review aggregators like Google and Yelp are several steps ahead of these dishonest keyboard warriors. These market giants are coming up with increasingly clever ways to detect and remove fake reviews.

It is, after all, in their interest to show only trustworthy reviews. If consumers couldn’t trust the reviews, they simply wouldn’t use the site. If consumers are checking reviews to figure out whether a business is trustworthy, the review site itself better be trustworthy too!

How Does Google Deal With Fake Reviews?

In the spring of 2018, Google began systematically removing all anonymous reviews from Google My Business. The idea behind the move was that anonymous reviews were more likely to be untrustworthy.

Of course, not all the anonymous reviews were fake—and there was a backlash because of it. But since reputation management is something we’re concerned with at LinkNow Media, we think this was definitely a move in the right direction. If you’d like to learn more about, you can read our article on it.

If you are a business owner, Google is unlikely to remove a review unless there is clear evidence of spam patterns. The Google My Business forum is a resource for business owners who feel that a review has been inaccurate. It’s generally a long process and one that will require a significant amount of evidence, simply because no one likes negative reviews. If you can’t lay out clear evidence of being spammed by fake reviews, Google must assume that the reviews have been left by real customers.

How Does Yelp Deal With Fake Reviews?

What sets the Yelp reviews apart from Google, is that Yelp has built an algorithm that’s designed to weed out untrustworthy reviews before they are displayed on a listing.

The algorithm decides whether a review should be recommended or not recommended. If it is recommended, it ends up as part of the total rating that’s visible on every business’ Yelp profile. If it is deemed untrustworthy, the review will end up in the ‘Not currently recommended’ section of the business listing. These reviews are still visible to the public, but you have to scroll to the bottom of the page and follow a series of links that lead to them. They are hidden.

Yelp determines whether or not a review is trustworthy based on a number of criteria. While that criteria is kept under wraps, it’s possible to make some educated guesses about what goes into it:

  • When did the reviewer sign up for Yelp?
  • How active is the reviewer?
  • How many reviews do they have?
  • What kinds of reviews have they left?

Notice that most of these are related to activity on Yelp. Yelp is a social media platform and they generate profit by having active users.

This is why, as a business owner, Yelp can be challenging to work with. If your clients are not active Yelp users, their reviews may not appear in the recommended section.

At LinkNow Media, we’re very familiar with this side of Yelp. Being a B2B online digital marketing agency, the LinkNow Media reviews are particularly susceptible to having our client’s reviews end up in the ‘Not currently recommended’ section. If you want to see over a hundred hidden 5-star LinkNow reviews, take a look at our Yelp profile!

All things considered, Yelp is making every attempt at limiting fake reviews. And this is something that’s needed to protect business’ online reputation and give consumers the information they need to make good purchasing decisions.

Yelp also enforces consequences when they find that businesses have left fake reviews on their own or their competitor’s profiles.  Yelp issues ranking penalties and monitors listings for more fake reviews in the future. They can even go so far as to remove the listing altogether.

Yelp also has what they call a “don’t ask” policy aimed. This policy is designed to punish businesses that offer discounts or other incentives in exchange for positive client reviews. For Yelp, it doesn’t matter whether the client has or has not had a real experience with the business. If clients are not willingly choosing to leave the review, the review can’t be trusted.

How Businesses Are Taking Action Against Fake Reviews

Regardless of Google and Yelp’s activities, business owners can take control of fake reviews. The best way to go about this is through professional, well-mannered replies outlining the inaccuracy of these reviews.

No business wants a bad review. Discerning between negative but truthful and an inaccurate review is no easy task, for humans or algorithms— especially given the emotionally-laden tone of many reviews.

As an SEO company specializing in managing online reputations and reviews, LinkNow Media is constantly following Google and Yelp’s review policies. So, if you have any questions regarding fake reviews on your business listing, feel free to give us a call. Our reputation management experts in the SEO department will be happy to answer any of your questions!

Is There a Connection Between Reviews and Ranking?

Is There a Connection Between Reviews and Ranking?

As we wrote about last week, trust has become a leading ranking factor on Google’s SERP. By following the idea that trust is becoming a leading factor in rankings generally, we couldn’t help but wonder:

How much weight does Google give to reviews and ratings in local search rankings?

Since reviews are one of the first things you see when you search for businesses on Google Maps, you’d expect to find a correlation. But with so much other mobile data going into local rankings, we’ve only been able to speculate. Till now.

A recent study from BrightLocal suggests that there might be a correlation.

Join us as we delve into the connection between ratings and rankings in local search.

Reviewing the Stats

The study found that businesses in the top 10 position on Google Maps searches, had similarly high ratings across the board:

  • Businesses in positions 1-3 had an average of 4.47 stars
  • Businesses in positions 4-6 had an average of 4.6 stars
  • Businesses in positions 7-10 had an average of 4.45 stars

Overall, businesses in the top 10 positions had an average of 4.42 stars. All of this bodes well for businesses looking to drum up some extra leads with great reviews.

One thing to keep in mind, however, is that 61% of local businesses have an average rating of between 4 and 5. This means that the competition is strong on Google—fall below 4 stars and you could be in trouble.

(We can’t help bragging a little bit here: the LinkNow Media reviews on Google give us a 4.5-star rating!)

One of the surprising things the study found was that about 20% of businesses in the top 1-3 positions don’t have any reviews at all. That means that while there does appear to be a correlation between ratings and rankings, it’s unlikely to be a cause-effect relationship.

Reviews Are One Ranking Factor Among Many

The findings tell us that while reviews are an important part of ranking, there are many other factors that go into it too. We can say that you’re more likely to rank well on Local and Maps searches if you have lots of good reviews. But we can’t say that your ranking is caused by those reviews.

We’re always hesitant to find a causal connection between rankings and reviews. We know, after all, that Google processes an enormous amount of data to establish local rankings. Aside from reviews, some of those local ranking factors include:

  • The physical proximity of a mobile user to the business
  • Categories and keywords used in the business title
  • Citations on listing websites like Yellow Pages and Yelp
  • Mentions and links from social media
  • Consumer behaviours on mobile like click-through rates and frequency of phone number clicks
  • Quality images of your business, products, and services

Because Google’s search engine can process so much information, we believe that it’s time to forget about finding a cause-effect relation that will unlock your way to the top position. While reviews (and reputation management) are definitely important ranking factors, establishing a trustworthy online presence requires a multi-pronged approach.

Conclusion: It’s All About Trust

We believe that the reason positive reviews are correlated to high rankings is that they indicate to both Google and Google’s users that a business can be trusted. Notice however that many of the other ranking factors listed above also point to trust as an important factor in local ranking.

For example, alongside good reviews, you should have quality images that show Google and your potential clients that your products and services are as good as you advertise. You should have business listings with accurate information about your business. You should have people talking about you and you should be talking about yourself. You should use accurate keywords and categories to describe your business so that it’s clear what you’re selling.

The main takeaway from all this is that it’s important to think of your ranking on the SERP, Google Local, and Google Maps, as the result of your overall presence in the online ecosystem. Quit looking for the ‘thing you’re doing wrong’. Work on establishing a trustworthy online presence with every tool available at your disposal!

If you’re feeling overwhelmed, don’t worry—you’re not alone. Just get the professionals at LinkNow Media on your side. Our SEO experts can help you build an SEO strategy that’s perfect for your business.

The Best Customer Review Sites for Your Business

The Best Customer Review Sites for Your Business

It is great if your business gets a good customer review. It means you’ve succeeded in satisfying your client’s needs, and maybe you even exceeded their expectations. Customer reviews are also great for those internet-searching clients looking to find the best businesses in their area. Many consumers rely on customer feedback to help them make decisions. 90% of consumers, in fact, will seek out customer reviews for your business for they give you a call or step in your door. Many of these consumers trust the reviews of anonymous customers as much as they trust the reviews of their own friends and family!

That’s why it is important to know which review sites to direct your energy towards, and which ones to ignore. As you can imagine, there are a variety of customer review sites at your fingertips. Some are so obvious you might overlook them, while others might surprise you. Here are a few of the best:

Google My Business Reviews

To fully utilize the power of Google, every business owner should claim their business on Google My Business. Once your business is claimed and verified, you can edit this listing and optimize it to your heart’s content—the more reflective of your business it is, the better. When someone Googles your business, this listing will be the first thing they see. The average consumer still holds Google in high esteem—and rightly so. A claimed and optimized Google listing will be enticing to reviewers, and those reviews will be the first thing potential customers see when they Google your company!

Yelp Reviews

You’ve probably heard of this one too. Yelp is one of the most popular customer review sites in the world. Every business needs to have a Yelp presence these days. On average, this platform gets about 142 million users per month. Consumers usually take those one or two negative Yelp reviews with a grain of salt, while always being more persuaded by the positive reviews. Encourage your customers to leave you a good review!

Facebook Reviews

This is a great platform for customers to communicate with you and other consumers. Everyone uses Facebook now, so if your company hasn’t utilized Facebook, we strongly advise you to do so soon. Consumers who don’t even rely on more popular customer review sites might stumble upon your business while browsing through Facebook. If you have a strong Facebook presence and your page is full of positive reviews, you’ll be a standout company in their eyes.

Reviews on Your Own Website

Yes, we can mention Twitter, Instagram, Foursquare, Better Business Bureau, and many other customer review sites for your B2B and B2C company, but none of these provide you with the same control a website does. With your own website, you can publicize your best reviews, your awards, accreditation, and more. A sleek, well-designed website with glowing testimonials and customer reviews will give any consumer the assurance they need.

Next Up From LinkNow Media: Glassdoor Reviews to Improve Your Business

Turning a Negative Into a Positive

If there’s one thing you can count on LinkNow Media for, it’s our going on and on about how important reviews are to your business. When you’re trying to establish a digital footprint, nothing helps more than positive reviews from your customers, vouching that you did the job right and on time. In fact, even negative reviews are useful [EVE: LINK], and responding to them gives you an opportunity to reach out to right wrongs and to appear gracious in the eyes of potential clients.

So it’s only natural that this principle can extend to the reviews of your business on Glassdoor. Not sure what Glassdoor is? Well, it’s a site where employees can submit reviews about your company’s culture and hiring practices. It was designed as a space where job hunters could learn about prospective employers’ before signing onto a team.

Unfortunately, like so many things on the Internet, the effect wasn’t quite as its designers intended. Happy employees are too busy being happy at your workplace to spontaneously seek out Glassdoor and review your workplace culture. The most likely people to find and review you on the site? Disgruntled ex-employees with an axe to grind and a desire to make your business look bad in the public eye.

Improving Company Culture

As small business owners ourselves, management at our business is always looking for a way to improve the team experience at LinkNow Media. Glassdoor reviews, just like negative reviews on Google My Business, can seem scary at first, especially for new businesses. But when faced with negative Glassdoor reviews, LinkNow Media has some top tips for you: reach out to the ex-employee who posted the negative review and share your side of the story.

Act with compassion and you’ll show prospective employees you care about your employees, even if things didn’t work out as planned.

And, with a little humility, you can even learn something. Sure, you know everything about the finances and future of your business, but is it possible that there might be a grain of truth to the ex-employees gripes? There’s probably a lot of exaggeration in the Glassdoor review too, but maybe there’s an opportunity for you as a promoter of your company’s workplace culture [EVE: LINK TO SERIES ON COMPANY CULTURE].

What to Learn From Negative Glassdoor Reviews

If you’re the entrepreneurial sort, well, so are we. That’s why we started LinkNow Media. Glassdoor reviews that are negative, unflattering, or just plain untruthful? That’s a bitter pill to swallow. But if there’s any advice to take to heart, it’s the phrase: “You can’t please everyone all of the time. But you can please someone some of the time.”

Improving workplace and company culture is an admirable goal, and it’s one your employees will thank you for. But the super awesome team-building games you planned for next Monday will thrill the extroverts on your team and send shivers of dread through the spines of the workplace introverts. Just goes to show that company culture is often just a matter of perspective.

Unexpected Turns: How to Turn Negative Reviews Into New Opportunities

Turning a Negative Into a Positive

Few things in life as a small business owner in the 21st century inspire more dread than a bad review. If you’ve been paying any attention to our blog posts here at LinkNow Media, you’ll know that we’re obsessed with reviews and “how they can impact your SEO” . And in fact, most consumers take reviews into account when they are searching for information on products.

So when your business gets a dreaded one-star review, it can feel like the end of the world. But it absolutely isn’t. In fact, it might just be the best thing that happens to your business this week.

When Life Hands You Lemons, Paint Them Gold

The first step to reclaiming your company’s reputation after a bad review?

DON’T PANIC.

Take a deep breath. Now is not the time to let powerful emotions take sway. And you will be experiencing powerful emotions! After all, your business isn’t only your livelihood, it’s so much more than that. It’s your raison d’etre. It’s what gets you bounding out of bed in the morning. When someone leaves a bad review, it feels personal.

What we see time and time again in dealing with small business owners is an immediate defensive response. The business owner will reply to the review, but immediately attack the reviewer’s character. This person is a liar. We never worked with them. This customer was mentally unwell!

Never do this.

It does not matter whether or not you and the client had a disagreement. The customer might even be lying (more on that below). Never ever attack the customer as a review response strategy.
It will immediately make you, the business owner, look like someone who leverages their power in order to get their way. Because you have to remember here that, from the outside, it looks like you have the power here, and that this customer is merely trying to make amends for how they were treated.

What do you do instead?

Reach out, with compassion and humility. You do not have to admit to anything you did not do, but you can apologize for the fact the customer had a negative experience.
Be kind but remain in control. Which means diplomatically expressing your condolences and promising to make amends in some regard. Maybe that means offering a discount on future services. Or maybe it requires something more serious like a policy review.

But remember that you are the face and voice of your business. Remember: magnanimity is something that looks good on absolutely everybody.

If you need to take time to get into the right headspace to do this, then do so.Remember that customers aren’t looking for an instant response, but the right response.

But I can still hear you saying, the review really is fake! I’ve never had that customer!

It doesn’t matter. Respond graciously. If it’s false, respond graciously and quietly report the review.

And don’t lose sleep. You’ll be okay. And soon, people will know your business as kind and professional under fire, which is worth its weight in gold stars.

Can You Remove That Negative Review?

Removing Reviews

For business owners, negative online reviews are the bane of their existence. You work so hard to get your business up and running and promote it properly online, working with SEO and creating regular quality content, only to find that those reviews you see when someone searches for you have dipped a star because someone had a bad experience.

If it’s something you’re genuinely at fault for it’s upsetting, but something you can work with. But what about when it’s undeserved? Your competition can use reviews to sabotage you, ex-employees can use them to get their rage out, and activists can use them to tank your rating for doing something they don’t approve of.

In these cases, you’re going to want to get that review removed ASAP. But will Google do it? How do you even contact them to try? It’s time to find out.

Five Types of Reviews You Can Remove

There are five categories of reviews that Google will review and remove for you. To get to the reviewing process simply flag the review. You’ll then be prompted to enter your email address and if Google requires follow-up information they’ll get in touch.

Illegal Content

If there is mention of illegal activity within a review, then it will likely be removed from Google. Mentions of racist organizations may also be removed. In many cases these reviews are meant to purely be sensationalistic and bring down a business’s reputation rather than deal with a real problem. However, if there is a clear and strong case presented, Google may opt to leave the review up.

Fake Reviews

Anyone can claim that a review is fake and ask for it to be removed, so how does Google determine which is which? If one account reviews multiple similar businesses or if multiple accounts leave reviews on one business in quick succession these are good signs.

Biased Reviews

Negative reviews left by current or ex-employees of a company will be removed immediately. Another case of a biased review will be one account leaving you a negative review and leaving your direct competition a positive one. In most cases this is your competition doing the writing.

Mistaken Reviews

Mistakes happen, and so do glitches. A client from the business down the street could get prompted to review your company, think you’re someone else, and before you know it you’re learning about someone’s bad graphic design experience while you’re just over here trying to run your restaurant!

Reviews After Controversy

Social media is great for spreading information, but that information isn’t always positive. If your business has been part of a controversial news story that resulted in hundreds of negative reviews from people who have never been clients, Google will remove those reviews.

Relieved?

We hope that some of those examples were a relief to you. Online it can often feel like we’re left without anyone to protect us from negative comments, but in quite a few cases Google will do exactly that.

Have you had any other types of reviews removed from your page that we missed? Let us know in the comments below!

Where Will Online Reviews Take You in 2018?

Online Reviews in 2018

Whether you’re just starting out online or you’ve been promoting your company on the World Wide Web for years now, there’s no denying the strength of a quality collection of online reviews.

Google, Yelp, TripAdvisor, Angie’s List… it goes on and on. The sites that people can use to have their say about your business are endless.

Opening up your business to reviews can be scary at first, but after you settle into a routine, you take them as they come. However, if you are just starting out or you’re in a bad place with your reviews currently, your main resolution for 2018 should be to create a quality reputation for your company online.

The Stats

We’ll start off with the stats. Heading into 2018, we’ve got a few we know already.

  • 82% of Americans pay attention to the reviews of their friends and family.
  • 92% of all consumers are reading reviews.
  • 31%of consumers will spend 31% more on businesses with good reviews.

In fact, if your business has a one star rating only 5% of consumers will feel comfortable purchasing from you or using your services. That’s a pretty staggering case for staying on top of your reviews.

Collecting Reviews in the New Year

Whether you were already aware of it or not, there are good ways to get reviews, and bad ways. And while the lines of legality can be tough considering you’re on the internet, consider this: Companies paying for reviews left by fake reviewers have been sued multiple times in the past by large corporations such as Amazon. Just don’t do it.

Instead, collect your reviews direct from happy customers. If you have a storefront, put a sign at your counter telling people how they can have their say, or even include a flyer with their receipt that tells them the same. Your clients will want to be heard, so letting them know they have an outlet will do the trick.

Responding to Bad Reviews

Got a bad review? It probably doesn’t feel very good. We’ve all been there. What can you do about it? Respond as quickly as possible.

If the review is from an unreasonable client, explain your stance politely and offer restitution if possible. If you are in the wrong, admit this immediately and offer a discount or other reward. Whether these clients accept what you say or not, you are showing that you are a professional and reasonable business owner. This will go a long way for potential clients reading your negative reviews.

The worst thing you can do in the case of a negative review is ignore it. It’s not going to go away.

A Toast to Your Success

When you’ve got a top-rated business online you can truly get ready to pop that champagne and celebrate. Online reviews can be frustrating but always keep in mind that your clients are the people who keep your business going. Their input is valuable, and without them you wouldn’t be around very long!

Happy New Year, and happy reviewing!

The Best Way to Understand Your Clients’ Needs

Understanding your clients

As of 2015, Forbes estimated there were 27 million small businesses registered in the United States. If you spread that number out equally amongst all 50 states, that leaves 480,000 small business per state. And this count isn’t including larger companies that could be your competition depending on your industry.

Being able to understand your clients’ needs is what is going to end up determining whether you’re successful or not. Attracting clients is the first step, but then you’re going to need to ensure they stick around. Predicting what merchandise and services they could use and making changes they’ll appreciate—that is how you guarantee a return customer.

It’s Actually Quite Simple

Believe it or not, it’s actually quite simple to understand the needs of your clients in 2018. Why is this? It’s because of the internet.

Everyone is able to have their say now, to the point of frustration! And, while the online world has its share of irritants and unreasonable commenters, there is a lot that can be taken into account from analytics, and especially online reviews.

While analytics can tell you what products and posts are popular, reviews are your direct line to the minds of your clients, not sugar-coated, and honest.

Seeing Through the Attitude

The best and worst thing about the internet is that people feel more comfortable saying exactly what they like. Without being face to face with someone, you’re just talking to your monitor, and what sort of offense is it going to take to what you’re typing? Not much.

Positive reviews tend to be straightforward about what the client enjoyed about your services.

“I came by the gaming store today looking for an expansion I couldn’t find anywhere else and not only did you have it, but it was priced lower than everywhere else!”

They like your pricing—check.

Negative reviews often come wrapped in excessive language and hate which can make it hard to pull the constructive parts out.

“I have never left a negative review in my life. But because of your restaurant, today is the day. I was going out to enjoy a beautiful day and have lunch with my fiancée who I never have the chance to treat to anything because I’m so busy with work, but the presentation of your menus as well as the food was disappointing to say the least. The attitudes of the servers offended us further…”

The list goes on. Negative reviewers want to paint a picture of their entire negative experience, which is OK. From this you can glean that there were issues with presentation, food, as well as service. To find out more, all you need to do is reply politely and request that you speak over the phone and rectify the experience.

Extending the Olive Branch

Extending the olive branch to negative reviewers is what will get you the best information on changes that you should be making. While some reviewers may be in the wrong, take everything that is said seriously and do a self-evaluation to see if maybe there’s something right hiding in there.

The old saying really is true—the customer is always right!

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