Online Reputation Management Tips for Small Business OwnersFebruary 14, 2018
No matter the size of your business, you’re not immune from a negative customer experience. The tricky part about being on the smaller side of the business spectrum is that you have less tools at hand to constantly check in on various corners of the web and see just what the voice of consumers are in regards to your company.
In a perfect world, a customer who has had a bad experience would resolve this in person or via phone. However, the likings of Yelp and Google reviews have made generating buzz with feedback more accessible than ever.
When thinking about your business’s online reputation, you probably think this means monitoring your Yelp page and seeing if there’s any disgruntled customers leaving feedback for the world to see on Facebook or Google. Then . . . the line is drawn in the sand. However, that couldn’t be further from the truth.
Manning one’s online reputation is about knowing all of the places your business is being talked about, and having insight into those conversations so you can jump in when necessary to put out the fire. It’s about ensuring your customers feel heard and their wants are understood and taken seriously. It’s about being able to be found if someone’s looking for a business like yours, and ensuring that what is found is positive.
Being a small business can make managing your online reputation a bit more difficult, but that doesn’t mean it can’t, and shouldn’t, be done. A lack of proactive management of your brand online could make it seem like your business is uninterested in new clientele, that you simply do not care about the needs of consumers, or worse: you could fall through the cracks and be unseen and unnoticed by thousands on the daily.
It’s understandable that the budget of a smaller business doesn’t match that of a large corporation, and maybe you aren’t ready to take the leap and jump onboard with an online reputation management platform such as ours, and that’s OK. There are still many tips and tactics to follow that set your business up in the right light.
Implementing and utilizing a blog page on your business’s website not only allows you to share advice and help others in your line of work, but also connects you directly with your customer-base, providing them with the information they need to make educated decisions. By taking the time to spell out common situations or tasks that a consumer in your field may encounter, you’re showing them that they matter and are valued; a golden rule in business.
Use Social Media
A large percentage of your client-base is on social media, so why shouldn’t you be, too? It’s important to note that merely having these various accounts isn’t going to cut it. You need to actively listen on different social channels to your target market, and build your audience wisely and with consideration. It’s more than just getting retweets and likes; it’s about connecting with consumers in their element in a way that drives conversion.
Whether you receive a Facebook message, a Google question, or a concerning review; you should always have an answer of some sort for consumers. Being responsive shows you’re aware and in-tune with consumers, something that draws a deeper connection with them; in turn, gravitating them towards your business. It also helps to take responsibility where it is called for in the case of responding to reviews.
If you have an outraged customer leave a scolding review, it may be first instinct to question the authenticity of their sentiment. But apologizing and admitting fault where it’s due shows you take pride in your business, and have a set standard for yourself and your employees. Also, when you respond, it tells Google that your page is active, giving you a little local SEO boost.
With tools such as Instagram and TripAdvisor, sharing photos of ones experience with a certain business couldn’t possibly be any easier to do. Because of this, your business is at risk of defamation of it’s — and your — character. Some may not even be legitimate, and it’s crucial that you’re monitoring various platforms for photos to either flag as concerning to the website, or to take time and review with your team regarding the photos at hand. This will save your business from getting targeted by spammers, while also allowing you to address any major issues with evidence in hand.
In the long run, if you follow these simple tips, you’ll get your business’s online reputation to a sparkling degree in no time. If you’re ready to take that next step and have a platform take the work out of reputation management; look no further than ReviewPush.