Reviews, ratings, and information listings are all important factors in a customer’s decision process. By managing your company’s reputation effectively, you’re allowing your customers to see you at your best, on the websites they trust and rely on for accurate information. This may very well be a deciding factor in whether they choose your company, or the competitor down the street. Therefore, it is important to know what customers are looking for on sites like Google Maps and Yelp, and what you can do to improve their online perception and interaction with your company.
Local Directory Listings
Local directory listings are important because, if your customer cannot find your company’s location or information, they cannot give their business to you! Online users want to be able to find an up-to-date business location, as well as contact information, website information, and other details you may want to include as easily and quickly as possible. Keeping up with these listings ensures your customers that you are still in business.
These listings are also an opportunity to set your company apart from the competition by including details about the services offered, as well as images that might interest a potential customer in your business.
Sites like Yelp, YellowPages, Angie’s List, and even Google itself allow for customers to review their experiences with your company. Responding to reviews in a courteous and professional manner, both good and bad, presents your company in a good light. This validates the good reviews, and allows users to see that your company cares about the bad reviews and will do it’s best to resolve any unpleasant situations.
In order to manage your company’s reputation effectively, be sure you have claimed account ownership on any sites this applies to. In addition to this, include direct contact information before a customer writes a review, and encourage loyal customers to write positive reviews about their experiences.
Public Response For Bad Reviews:
Do respond quickly
Do be Professional and courteous
Do be brief and factual
Do acknowledge complaints (do not agree or claim fault)
Do include contact info (both phone and email)
The Do Not’s:
Don’t give excuses
Don’t include business name or website
Don’t agree to any problems or fault
Don’t get emotional
Don’t be combative or degrading
Don’t tell the reader how to interpret the situation
Contact negative reviewers and attempt to resolve any issues that occurred for them. Hopefully, if a resolution is met, they will delete/edit their review, or add an additional comment/review talking about the resolution experience. Be sure to include a link to the original review if they are willing to revise/delete their review.
To prevent future bad reviews, use the low scoring reviews that have valid concerns to help your business by learning from past mistakes and improving in those areas. Don’t give your customers a reason to complain!