Managing Your Online Reputation

To stay on top of new reviews or discussions across the web, create Google Alerts for your business name to receive notifications whenever your business is mentioned online. 

Create an alert about:

• Your Business Name
• “Your Business Name” Creating an alert with quotation marks makes Google send alerts for the whole term rather than each word separately.

Consider using a reputation management software like Hootsuite, Sprout Social, or ReviewTrackers to centralize your review monitoring across multiple platforms. These tools allow you to respond to reviews promptly, track customer sentiment, and gather insights.

If you are not interested in a reputation management tool, ensure you have Google My Business set up to email you when a review for your business is posted.

Perform regular audits of your business profiles across platforms like Google My Business, Yelp, and Better Business Bureau (BBB) to ensure that all information is accurate and up to date (e.g., business hours, contact information, photos).

Ensure that your business descriptions, services, and product offerings are consistently listed across all platforms. Consistency builds trust and reduces confusion, and supports Search Engine Optimization (SEO).

Engage with your audience by responding to both positive and negative reviews. Thank customers for their feedback and address concerns in a timely and professional manner.

Responding to reviews promptly shows customers that you value their feedback and are actively engaged with your community.

Keep your review profiles active by encouraging new reviews from satisfied customers. The more recent and frequent your reviews, the more current and trustworthy your business appears.

Regularly update your profile photos, business images, and product pictures to keep your online presence fresh and engaging. 

Positive reviews are a great opportunity to reinforce what your business is doing right while building even stronger customer relationships. These reviews, typically 4-5 stars, are an excellent way to publicly acknowledge and thank customers for their support, reinforcing their loyalty and encouraging future positive feedback.

Key Lines to Use In Your Responses

• “Thank you for your kind words!”
• “We’re thrilled you enjoyed [specific positive aspect].”
• “Your feedback means the world to us, and we’re so glad we could provide you with a great experience.”
• “We look forward to serving you again.”
• “Thank you for choosing us, and we’re always here if you need anything.”

Best Practices for Positive Reviews

• Express Gratitude: Start by thanking the customer for their feedback. Positive reinforcement shows that their words are appreciated and valued.
• Highlight Specific Positives: Reference a specific part of their review to show you’ve read it thoroughly. This personal touch strengthens customer trust and connection.
• Share the Success Internally: Highlight the team members responsible for the positive experience and share the feedback with your team. This boosts morale and encourages continued excellence.
• Share the feedback Externally: Add the positive reviews to your marketing collateral, website, and on social media.

Mixed reviews offer both positive and negative feedback and are often an opportunity to reinforce the positives while addressing concerns. These reviews are typically 2-3 stars. These reviews provide a balanced perspective that allows you to both thank the customer and improve in areas where your business may have fallen short.

Key Lines to Use In Your Responses

• “Thank you for your feedback.”
• “We’re glad to hear that you enjoyed [positive aspect].”
• “We’re sorry that [negative aspect] didn’t meet your expectations.”
• “We appreciate your feedback and are working to improve [specific area mentioned in the review].”
• “We hope to provide a better experience.”

Best Practices for Positive Reviews

• Acknowledge Both Positives and Negatives: Start by thanking the customer for their positive feedback, then address the areas where they were dissatisfied.
• Appreciate the Balanced Perspective: Show that you value their honest review by appreciating the fact that they took the time to provide both positive and constructive feedback.
• Offer to Improve: Let them know you’re actively addressing the issues they mentioned and share steps you’re taking to ensure a better experience next time.
• Take it offline: This is a valuable opportunity to enhance your processes or services. Suggest having a phone call to explore their feedback in more detail. As with handling negative reviews, you might reach a point where the customer feels satisfied enough to update their rating. Additionally, during the conversation, you may build enough rapport to comfortably request that they consider revising their review based on your discussion.

Negative feedback is a natural part of doing business, but it presents a valuable opportunity for growth. These reviews are typically 1-2 stars. How you handle a negative review can make a big difference in maintaining your reputation. 

Key Lines to Use In Your Responses

• “Thank you for bringing this to our attention.”
• “We welcome the opportunity to make things right.”
• “Please contact us at the office so we can resolve XXX.”
• “We understand how frustrating xxxxx can be.”
• “We are reviewing our processes to prevent this from happening again.”

Best Practices for Positive Reviews

• Respond Promptly: Acknowledge the customer’s concern quickly. A delay in response can make the issue seem unimportant to your business.
• Stay Calm and Professional: Avoid getting defensive or emotional, even if the review feels unjust. Maintain a calm, empathetic tone.
• Acknowledge the Problem: Validate the customer’s feelings by acknowledging their frustration or disappointment. Let them know their concerns are heard.
• Offer a Solution: Provide a specific solution to resolve the issue. Whether it’s a refund, a replacement, or further investigation, explain the actions you’ll take.
• Move the conversation offline: When you receive a negative review, respond by encouraging a phone conversation to address concerns and show a willingness to learn and improve. Actively listening and resolving issues may lead the customer to update or remove the review, enhancing your reputation and commitment to service.
• Follow-up: If you make changes based on their feedback, let them know how their input improved your service. It demonstrates that you value their experience and are committed to bettering your business.