With every business, comes positive AND negative reviews. The most important thing is how you respond to them. If someone complained to you about their experience with your business in person, you wouldn’t just walk away without responding, would you? The internet has so many different places that people are given the opportunity to share their thoughts and experiences with businesses, but who has the ability to manage all of them and respond accordingly?
Online directories are accessed by customers and clients on a regular basis. Sites like Yelp, Google+ Local, and industry niche sites are top online destinations for up-to-the-minute contact information and user reviews. These reviews are viewable by virtually EVERYONE on the internet. The most important thing is responding to reviews. A business can easily change a negative review into a positive experience, by simply acknowledging the reviewer.
We work with businesses that rely on word-of-mouth referrals and online reviews are very important to the health of the business. Let’s look at senior living communities as an example of this type of business. Typically, the children of an elderly person would research all of the options before moving their parents somewhere new. The internet makes it easy to find insight from actual people whose feedback can sway a new customer decision one way or another.
Through our work to uncover online reviews across the web, we accounted for a vast number of directory sites with both positive and negative reviews published. Online directories must be carefully combed through to make sure all contact information is up to date and reviews are responded to. A strong social media presence includes a strong online reputation and that requires the management of reviews.
Think online reviews are for the birds? Reading and responding to reviews can benefit your business in multiple ways. A positive review can showcase your high points within your business and can help you focus on maintaining it. A negative review can share flaws that can easily be fixed within your operation. Responding to both types of reviews, shows your dedication to your business and making sure they are getting the service they deserve.
Managing the online reputation of your business can become overwhelming, but the effort that is put forth to respond to those that cared enough to review, can mean more than anything else.
Stumped on how to get your online reviews and reputation under control? Contact Hay There Social Media today!
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Emily A. Hay
Founder & Instructor at Social Media Manager Training Courses
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