Your business’s reputation is reliant on its approach to digital conversations surrounding your brand. Just a few bad reviews can deter potential customers from buying your products or using your services.
Reputation management is the optimal way to ensure your business’s digital position remains distinguished among new and returning customers. Our 7 favorite reputation management hacks will keep your business’s reputation squeaky clean, steadily increasing its credibility.
1) Set up Google Alerts
Google Alerts allows you to be alerted via email every time your business name or other related keywords are mentioned in the digital space. This means if someone mentions your business in a digital review, good or bad, you’ll be aware of it immediately and able to respond appropriately in a timely manner. Include setting up alerts for a few different keywords like the name of your business, any nicknames for your business, and the names of the key leaders in case they are mentioned in a review. This increases your chances of catching a review that could be directly or indirectly related to your company.
2) Prewrite review responses
Gather common review scenarios and prewrite customizable responses. For example, you might form a response to a bad review of customer service or a question about your website. A pre-written response will ensure you can respond quickly, appropriately, and on-brand. It also considers any discrepancies in tone and voice that can occur when different people are responding to reviews. With pre-written responses, each message is sure to be consistent and employees can be held accountable if it is inappropriate or out of line.
3) Encourage reviews from past clients & customers
Build a system to encourage clients or customers to positively review your business. Drive them to do so on the most popular review sites like Google and Facebook. This can be encouraged through an email campaign, the collateral given after sales, or verbally. Try giving incentives to employees who have successfully driven their customers to leave a positive review. As a business owner, you can’t sit and wait for reviews to just happen. People often forget until reminded.
4) Encourage reviews from your employees
Reputation management is often a numbers game. For consumers in a hurry, they’re just looking at the star number of your company on Google or Facebook. They typically don’t take the time to read the reviews. The more 5-star reviews, the better. Encourage your employees or offer them incentives to leave positive reviews about working at the company or being a part of the team.
5) Create order
It’s important to never let reviews, positive or negative, sit on your site unresponded to for over 24 hours. Quick responses prove your commitment to your brand and can help reverse the effects of a negative review. They may also further justify the truth behind positive reviews. Build a document that specifies first, second, and third employees responsible for responding to reviews within 24 hours.
6) Take it offline
We care about our businesses. This means we are often driven to approach negative reviews with defensiveness. This is especially true for ones that include allegations or false claims. Accusing the reviewer of lying or questioning their claims publically can give consumers a sense of distrust, and drive the reviewer to leave more comments, leaving you with a messy situation. Instead, respond with a brief message apologizing for the poor experience. Encourage them to reach out to a higher-up via email or phone.
7) Personalize it
Show them that you really care. Take a few extra minutes to customize pre-written responses and choose your words carefully. Don’t just apologize, but apologize for their poor experience with a customer service representative. Be specific and come from a place of curiosity. At the end of the day, they’re human too and want to feel the same respect as you’d expect from others.
Ready to fully craft your critical response plan to aid in reputation management? Contact us today.