What comes to mind when you think of the word “reputation”? Maybe you thought of how others perceive you or your business. Or maybe you started singing “Bad Reputation” by Joan Jett. You know what it is but do you realize the importance of maintaining a good one?
Reputation management is often overlooked by business owners simply because they are unaware of how much it affects their business and sales. It’s no secret that social media has taken over the marketing game, making reputation management that much more important. Anyone has the ability to speak their mind about your business. If they had a bad experience, a not so nice yelp review or tweet could be coming. Or maybe they had a great experience and want to sing their praises for all to hear. Either way, your business has to be prepared to respond in an appropriate manner. Once it’s said online, it’s there forever.
Read on to learn how your business can benefit from having solid reputation management strategies.
You Can’t Run From It
Sorry, but you can’t run from what’s being said about you or your business online. Regular online interaction with your customers is the new norm. If your business is not interacting online, you’re doing something wrong.
Taking what the people have to say in consideration is how you will achieve repeat business and new business. Listen to the people and have a conversation with them! Build your credibility one response at a time.
Transparency
Don’t act like you can’t hear them. You and your customers know what’s going on and what’s being said, on and offline. Use this to your advantage and make them feel included and heard. They should be able to trust you.
How?
- Don’t hide from criticism, especially online
- Ask for feedback
- Communication channels
It may sound easy, but be careful when being transparent. The last thing you need is to be too transparent. Face the comments, criticism, reviews but face them in a positive manner. It might be tempted to plead your case as to why the chicken was dry today, but rather, let the customer know you appreciated the feedback and hope to exceed expectations next time. Writing a response on the public post is just as important as reaching out privately to smooth things over.
Monitor What They’re Saying
Keeping up with your social media platforms is the best way to monitor your reputation. It will also bring in business! Most customers go right to Facebook, Twitter, or Instagram to ask a question. It is important that someone is responsible for responding to those questions and comments regularly. Your response time could be a deciding factor for someone thinking about purchasing from you.
If you can’t handle monitoring your platforms, get help. There are professionals (right here at BYK) who are ready to help you take control of your online presence! The last thing you want is to gain a bad reputation because you did not respond to messages for a few days. That’s an issue that can be easily avoided if you have the right guys helping you out!
What Should I Monitor?
- Your name – any similar brands out there?
- Good and bad reviews
- Your competitors
- Keywords that relate to your business
- Engagement Rates
It may sound easy, but be careful when being transparent. The last thing you need is to be too transparent. Face the comments, criticism, reviews but face them in a positive manner. It might be tempted to plead your case as to why the chicken was dry today, but rather, let the customer know you appreciated the feedback and hope to exceed expectations next time. Writing a response on the public post is just as important as reaching out privately to smooth things over.
Popular Review Websites
Reviews seem to be everywhere nowadays. Keeping up with them is the key to having a good reputation. Never leave a review unresponded to. It is a free opportunity to thank, suggest, and converse with your customers. Here is a list of some of the most popular review websites you should keep your eye on!
- Yelp
- Google My Business
- Facebook Reviews
- Trip Advisor (food, restaurant, travel)
- Yellow Pages
- Angie’s List
- Foursquare
- Better Business Bureau
- Amazon (eCommerce)
Conclusion
Having a reputation management plan in place will only help your business. There will always be negative reviews, comments, and posts. Face those unavoidable challenges and turn them into top-notch customer service. Customers trust what they see written online. Put your best face forward and you will see growth and conversion.
