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Tag: Google My Business

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.

Chaos: The World of Online Reviews

Chaos Online Reviews

The world of online reviews can be a chaotic one. So, is it really that necessary to be a part of it? For many business, they are losing interest and dropping the option for reviews altogether on websites like Facebook where this is possible.

Larger companies such as conventions find themselves inundated with reviews from false reviewers, disappointed attendees who didn’t have lofty needs met, and more. Knowing that they’re still guaranteed a large attendance, why bother leaving those pesky reviews up?

And, with mega review site Yelp itself clocking in at 57% of their reviews being one star, it’s clear that the community is not impressed. And Yelp is not the only one. There are a lot of online business owners out there who think review website aren’t doing their job when it comes to quality control.

Control Your Feedback

While it’s impossible to have full control over your online reviews, there are steps you can take to ensure your review section online is not a total disaster. It all starts with vigilance.

If you’re just starting out and have the time to man your own reviews, make sure that you set up notifications so you can see them as the roll in. If you are a larger company that gets multiple reviews in a week or even day, you’re going to need a dedicated employee for this task.

Response is everything when it comes to reviews. If you have received a negative review from a genuine client of whom you can comment on their experience and offer a solution, do it as quickly as possible. If you have received a review not left by a genuine customer, you can calmly and professionally express your side of the story.

And, the report button is your friend. Most recently, Google reviews updated their terms of service to state that ex-employees cannot leave negative reviews. If you’re dealing with those, send a report to Google straight away!

The Power is in Your Hands… Sort Of

It’s a tough fact of life that online reviews are always going to be a bit of a mess. In a world where an argument to remove a review is very much “he said she said,” it’s not easy for moderators on websites such as Yelp to make decisions in your favor.

But the power is still in your hands, and reviews are still useful to your business.

The stats still are there. Ninety-two percent of consumers in 2018 are reading online reviews when looking for local businesses and 42% of these consumers won’t use business with less than a three-star rating.

Business owners may not have complete control over the state of their reviews, but they can always do their best to represent themselves properly.

The most anyone can do is their best, so stay on top of your reviews, run your business ethically, and remember: the customer is always right. Unless they’re not really your customer and have a personal vendetta against you. 😉

How Online Reviews Impact Your Local SEO

More and more businesses are realizing the importance of online reviews when it comes to promoting their product or service, but did you know reviews also affect your Search Engine Optimization? SEO is just as crucial to the promotion of a business in 2017 because it means a boost in your ranking. For example, if someone is searching for a hair salon there are many options. But if you have the best SEO, they’ll find you first.

When you’re trying to beef up your SEO online reviews are critical to this process. Search engines love fresh user generated content, and customers love social proof. In fact, 90% of customers say their buying decisions are influenced by online reviews.

Search engines like Google or Bing are in the business of creating fast and accurate search results, and the input from real people in the form of reviews is a great way to do this. In a recent study by Moz it was determined that reviews make up 10% of how Google and other search engines decide to rank results.

Factors that can play into your business’ SEO include a variety of signals such as linking, keywords and categories, with reviews coming in before social media in terms of boosting your business!

Google favors high-rated sites, and in a world where customers spend 31% more on a business with good reviews, you’ll want to get a review gathering strategy in place if you don’t already have one!

A good way to do this is request that happy customers leave a review. If you’re selling online, include your request in a thank you email. At a physical store, create a flyer you can drop in a customer’s bag along with their merchandise. You can even create a landing page on your website linking to review sites for the ultimate ease of access.

Review sites that will get the results you’re looking for include:

Google My Business/

Yelp

Foursquare

Citysearch

YP.com

Try the Review Handout Generator by Whitespark and Phil Rozek if you need an easy way to create handouts for your store, then wait for the reviews to start flowing!

Asking for reviews can be a bit of a scary process, considering you can land on a customer who’s not happy with their interaction. But don’t worry—even negative reviews keep your business active from a search engine’s point of view, and as long as you respond to all negative reviews in a calm and professional manner, you’ll be just fine.

Finally, on your quest for reviews, don’t be tempted into paying for fake reviews. This is considered fraud and you could be in big financial trouble for doing it. Not to mention, it’s just better to have legitimate reviews for your business. Even if they’re criticizing you, you can learn something from unhappy customers.

No matter the size or type of business you run, online reviews are imperative to keeping it running successfully. So, go and gather reviews and see just how good the results are!

Mike M.

I wanted to thank you for the good work LinkNow Media has been doing for Mathers Electric’s Google Listings.

I googled Electricians Tallahassee FL and we came up on the first page, real close to the top. We have a 5 star rating and 10 excellent google
Reviews. I did not see another electric company with a 5 star rating. Before I started using LinkNow Media I could not get this to happen.

No matter how much I payed other companies. We now get most of our new business from the Web (Google).

Sincerely and forever grateful, Mike Mathers

President of Mathers Electric Co., Inc.

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.

Images

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.

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