According to BrightLocal’s Local Consumer Review Survey: 57% of consumers will only use a business if it has 4 or more stars. In addition, consumers read an average of 10 online reviews before feeling able to trust a local business, and 40% of consumers only take into account reviews written within the past 2 weeks. Not only this, but customers are less likely to use a business with very little social media action over a business that has a thriving online presence. This means that if your review pages and social media channels aren’t looking too good, it’s time to start thinking about how you can repair your online reputation so that your doors don’t end up closing.
First, you need to make sure that your business has an online presence absolutely everywhere. Directory listings can help with that, as well as industry-specific websites. If you are a restaurant, do some research to make sure you’re on all the top food review blogs and listings other than Yelp. For a home service business, make sure you’re on Angie’s List and the like. Take some time to find everywhere you can claim your listing, and don’t forget Facebook, Bing and Google reviews, either.
If you want to repair your online reputation, it is also important to make sure your business is on all social media sites. You need to make it as easy as possible for people to reach you, no matter what their preferred social media channel may be. Some people like to call businesses directly, some like to send emails, and some like to reach out on social. Make yourself reachable!
Time is of the essence, and a speedy reply can go a long way. If someone leaves a review or comment about your business, whether positive or negative, make sure you are on top of it right away. Set aside some time everyday, even just 10 or 15 minutes, to check all your review sites and social media for any new feedback. This also includes giving speedy replies to direct messages that may come through on social media so that you have a great response score on your page.
Giving same-day responses to your customers shows that you care. This time and attention to your customers can not only repair your online reputation, but will also go a long way for people lurking on your pages as well. It can make all the difference in whether or not they choose to call you versus a competitor.
Before anyone even has a chance to leave you a negative review or comment online, do everything you can to make it right before their experience with you ends. Ask how their meal was, how their shopping experience with you was and what could have been done better. If they have a complaint, make it right before they part ways with you. This type of attention to their experience will leave them feeling cared about, even if their initial interaction with you wasn’t stellar. It can make all the difference between a 1 star review and a 3 or 4 star review.
If you need help with more ways of repairing your online reputation, or coming up with a specific strategy tailored to your business, let us know! We can help.