When Your Reputation Precedes You In Business

Your business’s reputation speaks volumes to potential customers. That’s great news if your business has a strong reputation, but can be a major problem if your reputation is less-than-stellar. Luckily, negative reviews don’t have to prevent your business from reaching its fullest potential. With the right Review Management Software under your feet, you can put the bad reviews in the past and move your business forward.

When you own your own business, your business is often an extension of who you are. This personal attachment to your business can make the sting of a negative review that much worse. However, negative reviews are a common issue for business owners in virtually all industries. What sets you apart from the other businesses that struggle with negative reviews is how you deal with them.

So, what do you do when a when a negative review is left for your company? We’ve put together a few simple tips to manage the situation and move forward in a positive direction:

Do stay on top of your online presence

When it comes to your reputation, what you don’t know can hurt you. It’s crucial that you keep a close eye on what your customers are saying about you online so you can stay informed and in control of any situations that may arise.

• Tip: Set aside time each week to go through all of your online reviews and check for updates. Make sure you are checking any industry-specific review sites in addition to major sources such as Yelp or Google.

Don’t let your emotions get in the way

It’s hard to separate your personal feelings from the situation when someone complains about your business. A heated or emotional response might feel more gratifying, but can actually increase the damage done to your reputation. Potential customers will see not only the negative review, but your angry response as well.

• Tip: Even in a situation where the reviewer is in the wrong, take a moment to step away before you respond if you’re feeling hurt or angry. A response that is overly-emotional can create a negative impression even if you’re in the right.

Do take the time you need to craft a response

Rather than lash out with a hasty rebuttal, wait to respond until you are feeling calm and collected. While you don’t want to let a negative review sit for days with no response, creating the right response is more important than coming up with a quick one.

• Tip: Draft up a response, and then get a second opinion from an unbiased source (such as a business mentor or colleague). They can provide you with an outside perspective on how your reply might be received by your reviewer and anyone else who might see it.

Don’t focus on the negative

Negative reviews should be addressed, but your positive reviews should also get some attention. Don’t forget to thank your happy customers for working with you, and for sharing their positive feedback online. Your response will show potential customers that you listen to and appreciate your customers.

• Tip: Getting new reviews from happy customers can do more than just boost your overall rating online. Encouraging your customers to leave reviews can also reduce the visibility of any older, negative postings on your business’s page.

When it comes to managing your online reputation, it’s important to be proactive rather than reactive. If you’re ready to take control of your online presence, but don’t have the time to implement a reputation management strategy, we can help! Our reputation management services give you the ability to:

• Develop a presence on the key review platforms for your industry
• Monitor and respond to online reviews quickly and easily
• Encourage happy customers to leave new reviews
• Direct unhappy customers straight to you for service recovery
• Share positive reviews with potential customers