Every small business owner knows that a big part of the job is putting out fires. Negative reviews can spread like wildfire, potentially damaging your business’s reputation.
A bad review doesn’t mean you’re at the mercy of every customer with a bone to pick. Quite the opposite. Look at a negative review as a chance to win back a customer and show potential customers that you care about their feedback.
With the right strategies for online reputation management, you can extinguish these small fires before they become infernos. On the slip side, you should also shine a spotlight on the rave reviews that will boost sales and credibility.
I’m writing this article because I am a bestselling author and entrepreneur with about 2 million books sold globally.
I love sharing insights and strategies to empower entrepreneurs to enjoy successful years – year after year. So I pulled together this helpful article explaining all about what is online reputation management – and why it’s important for small business owners.
No business is perfect. You may occasionally receive negative reviews from unhappy customers looking for an excuse to vent their frustrations.
These reviews can sting. They can potentially drive away customers. But they can also be an opportunity in disguise.
When handled correctly, negative reviews can show that you value customer feedback and are committed to improving your services.
The magic behind handling this kind of review lies in responding quickly, politely, and professionally. While there are a multitude of nuances behind how to do that, those three points are the basics everyone needs to follow.
Don’t worry. Handling reputation management isn’t for everyone. You’re a busy business owner and you want to stick with your strengths. That’s why there are companies out there that can handle these issues on your behalf, such as PulseM reputation management.
Online reputation management also involves highlighting positive reviews. Your SMB is your career. It takes a lot of courage to go into business for yourself and you need to do everything you can to be successful.
Showcase experiences and testimonials from satisfied customers. This practice is known as “social proof”. It can establish trust and credibility with customers researching your brand.
Think of it as word-of-mouth marketing on steroids. Positive online reviews reach a larger audience and influence more people.
Take a proactive approach to your online reputation management. Sit down at the computer knowing you’ll have to put out some fires. Study how to manage negative emotions and bad reactions before you start replying to reviews.
You’ll have more control over your digital presence. Instead of putting out fires, you’ll be practicing fire prevention techniques.
Here’s how you can do it.
There are several tactics SMB owners can implement to enhance their online reputation:
Don’t be afraid to ask satisfied customers to leave reviews for your business online. Use emails and social media to stay in contact with happy customers. Offer them discounts or other incentives for reviewing your product or services.
Make it easy for customers to leave reviews by providing links and instructions on how to do so. The more positive reviews you have, your online reputation will improve.
Social media is a great tool for building and maintaining your online reputation. You can interact with customers, showcase positive reviews and testimonials, and share updates about your business.
It’s a two-pronged attack. You simultaneously increase your online reputation and visibility, and you are creating and sharing relevant content.
Authenticity is key. People aren’t stupid. Treat everyone with common courtesy and respect.
Customers want to do business with companies that are transparent and genuine.
Avoid using fake reviews or manipulating your online presence. Focus on providing excellent service and let satisfied customers speak for themselves through their positive reviews.
Online reputation management isn’t an option. It’s a necessity. It’s not about manipulating your image but rather fostering an authentic relationship with your customers online.
Monitoring your online presence, encouraging positive feedback, and responding to concerns with professional grace. You’ll effectively guide the narrative around your brand. A positive online reputation can be a powerful endorsement. You will amplify your brand’s credibility and gain an edge against the competition.
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