Reputation Management More Important Than Ever

With customer expectations higher than ever, it is imperative that you manage your online reputation to know what people are saying about your company. Because the Internet has made it so simple for anyone to post a review on sites like Google, Yelp, Yahoo and so forth, one bad business decision can have you looking like a villain in the eyes of review readers. And with the standards of service being set so high by companies such as Disney and Nordstrom, it is critical to always put your best foot forward. Paying attention to your online reviews and rating will help you to stay on top of your game.

The days of people bragging about “Great Customer Service” are gone. Yes you will get an occasional “shout out” from a customer or client that you have a solid relationship with, however, the other 94% are quick to complain and post reviews if your standards slip just a bit. Making a mistake in business seems to be a crime, and if that mistake is exposed, via online review, it can show up extremely fast on the search engines. So what can we do as business owners? Actually, there are a number of things that you can do. Here are a few tips:

-Make business transactions easy and hassle-free. Most people are very busy and seem to run out of time in the day. Providing an easy and seamless transaction can go a long way.

-Educate them with your knowledge. Sometimes a customer may feel as if you are taking advantage of them or overcharging them. If your product or service is worth the amount you charge, explain in detail what they are getting and why it is set at that price point. People love to be educated, especially in a field that they are unfamiliar with.

-Understand your customer’s point of view. Knowing why a customer has the view that they have, is highly important. Whether they have been ripped off in the past, were promised false expectations, or just had lack of knowledge could all be a part of why they have their reservations. The key is to listen to them.

-Respond to your reviews. Whether positive or negative, always respond even if your company is at fault. Companies make mistakes and people know this. Owning up to them goes a long way. And if it’s a positive review, let the customer know that you appreciate them.