Reputation management is essential for any business, because it determines potential customer first impressions and whether or not someone will patronize your company. If a potential customer wants to find out about your business, they may first do a basic search with the major search engines like Google or Yahoo to see what comes up. Major social networking sites are now becoming a powerful source when it comes to finding out information on a business and hearing what people are saying about it, and you can actually interact with live people who may have left those comments.
For whatever reason, negative comments and reviews may exist about your company – be it from former customers, former employees, or your competitors – and could be affecting your bottom line. So what can you do about it?
Put yourself in a potential customer’s shoes and start searching online with your company name in the search box to see what kinds of reviews are out there. Online reviews are the most current and lasting, which is why you’ll want to search there primarily. Closely monitoring company Facebook pages (and other similar sites) for reviews is also necessary.
It may be a little disheartening to read what disgruntled customers may be saying, but it’s necessary for the success of the business. Once you have gathered this information and know who is saying what, then you can take measures to clear up some of the negativity and interject some responses.
This is the time when you should speak with a business consultant who is familiar with local review sites and can help repair your reputation, allowing you the freedom to tend to the everyday affairs of running your business. You could also begin a campaign highlighting some of your best products and services, with customer testimonials that have been satisfied and pleased with your services. It is also important to find out if some negative reviews are from competitors and you can check their other feedback comments on the local directories.
One thing to remember, though, is that you will always have opposition out there no matter what you do. Complaints are inevitable, but it’s how you handle them that make all the difference. If you find that a lot of people are making negative remarks about your business, you should start to reevaluate your business practices and policies, and pay attention to employee performance and customer handling.
Try to resolve any customer complaints at your establishment on the spot before they leave as a preventative measure. Vamping up your customer service will help as well – improving things like speed of delivery, volunteering assistance, better problem solving, etc. It’s easier to prevent something than to repair it, so start now making excellence in customer service an absolute priority. You may need to change staff or to increase it if the services are slow and inefficient.
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