Don’t let common mistakes derail your business’ online reputation!
Whether they are hiring a plumber, looking for a contractor to remodel their home or searching for the perfect restaurant for date night, consumers often research companies online before working with them. A big part of that research is reading the reviews that previous customers and clients have left, and these days, those reviews are trusted almost just as much as a recommendation from a friend or family member. For the success of your business, it’s imperative that its online reputation is under your control, and in order to do that, you need to know about the common mistakes that can damage your business’ online reputation. In our last blog, the professionals at Top Rated Local® touched on the first five online reputation management mistakes. Here are five more:
Mistake #7. Ignoring bad reviews.
Review platforms, like Google and Yelp, give customers an opportunity to air their grievances in a much more public way than ever before. So no matter how small or unfair a complaint may be, the entire world is going to see it when it’s posted online in the form of a bad review. Though bad reviews may seem like a hopeless problem to some business owners, they actually give you a great way to show off your customer service skills. Your response, like the review itself, is public. So not only can great customer service help to turn around an individual customer’s bad experience, but it could also help you win over new customers as well. If you ignore negative reviews, on the other hand, you’re only hurting your reputation even more.
Mistake #6. Failing to learn from negative feedback.
There are occasions when negative feedback is completely unjustified, like, for example, when a disgruntled ex-employee trashes their old employer online by pretending to be an unhappy customer. However, the vast majority of negative reviews are from very real customers, and chances are, you can learn a great deal from the feedback they are providing you with. If you want to provide the best possible service for your future clients, you need to learn from past mistakes, which are often pointed out in bad reviews.
Mistake #7. Not responding or highlighting good reviews.
A lot of business owners see reputation management as damage control, which has a very negative connotation. And while, yes, managing and responding to bad reviews and negative press is certainly a part of reputation management, it’s just as important to highlight the good things about your business. When a customer leaves you a positive review, it’s important to thank them for taking the time to do so, and it doesn’t hurt to brag a little about your achievements either. Good reviews can be posted on your website, social media accounts and beyond. Not only will this help to earn the trust of new customers, but it will also show your existing customers how much you value them and their feedback.
Mistake #8. Responding to reviews unprofessionally.
Some business owners are operating under the false assumption that any response is better than ignoring a review, but you should know that there’s a right and a wrong way to respond to reviews. Whether you’re responding to a positive review or a negative review, you should always do so in a professional manner. This is especially true when it comes to negative reviews, as it’s all too easy to respond defensively when you feel that your business is being unfairly attacked. Whatever you do, always remember that you are responding publicly and that prospective customers will be judging you on how you do so. With the right kind of response, a negative review can help to showcase the next-level service you provide, but the wrong kind of response can make you appear petty and vindictive.
Mistake #9. Using your business to voice personal opinions and views.
There are more than seven billion people living on the earth today. There are also thousands of religions and different languages, and many different cultures, political leanings, etc. The point is that the world is an incredibly large and diverse place, and these days, people can often take differences of opinion to heart. As a business owner, it’s important to remember that. Too many business owners have used their business as a platform to voice their own personal beliefs and opinions, only to end up damaging the business they’ve worked so hard to build. When you’re dealing with such a vast, diverse audience, playing it smart by keeping things professional is the best way to go.
Mistake #10. Not publishing content on a regular basis.
Controlling or at least guiding the conversation is the biggest and most important part of reputation management online, but you can’t do that if you don’t put your own content out there. There are so many types of content that can help you control your online reputation, including review responses, social media posts, blogs, press releases, Youtube videos and so much more. Posting content regularly shows off your customer service skills and allows you to steer your reputation in the direction you choose, and it also helps to force negative content about your business lower and lower in the organic search results, reducing its visibility.
Building your business’ online reputation takes time and effort; don’t let an avoidable mistake undermine all of the hard work you’ve put into it. Sign up for your free Top Rated Local account today to start taking control over your business’ online reputation.
