3 Ways to Manage Your Business’s Reputation
As a small business owner, you know that your reputation is everything. One bad review online can quickly spiral into a PR nightmare, so it’s important to be proactive about managing your business’s reputation. Here are three ways to do just that.
1. Monitor what’s being said about your business online.
Thanks to the internet, it’s easier than ever for customers to leave reviews and feedback about your business. Feedback, though, is public for anyone and everyone to see. That’s why it’s so important to stay on top of what’s being said about your business online. Set up Google Alerts for your business name and key employees, and check review sites like Yelp and Google My Business regularly. Address any negative reviews or feedback quickly and efficiently.
2. Encourage customers to leave reviews.
In addition to monitoring what’s being said, you also actively encourage customers to leave reviews—preferably positive ones! There are a few different ways to do this. Send follow-up emails after a purchase or transaction inviting the customer to leave a review, or include links to review sites on your website or in your email signature. Even offer incentives like discounts or coupons in exchange for positive reviews. Just be sure not to offer anything of value in exchange for a positive review, as that crosses the line into illegal territory.
3. Respond quickly and professionally to negative reviews or feedback.
No matter how well you monitor your online presence or how many positive reviews you have, there will inevitably be some negative feedback from time to time. It’s important to respond quickly and professionally to these negative reviews or comments—preferably within 24 hours. Thank the customer for their feedback, apologize for any inconvenience caused, and offer to make things right if possible. Handle the situation well, and other potential customers will see that you’re responsive and care about customer service—even when things don’t go perfectly!
Your business’s reputation is one of its most valuable assets, so it’s important to put time and effort into managing it proactively. By monitoring what’s being said online, encouraging customers to leave reviews, and responding quickly and professionally to negative feedback, you can safeguard your business’s good name—and attract more customers in the process!