The Responses You Need to Manage Your Business Reputation

Let’s face it, all businesses get negative reviews. Whether it be from a disgruntled customer, a slip-up, or just someone blasting the internet with rude comments, it is how you face this type of challenge that counts. A reputation management strategy can mean the difference between maintaining and improving credibility or customers losing trust in your business.

What is Reputation Management?

Every business wants to be recognized for excellence, whether it be their great food, amazing service, or reliability. Negative reviews can harm your business reputation even if there is just one.  You want to be on the lookout for how others perceive your business so you can use the feedback to your advantage. To achieve positive results, you need to have a reputation monitoring system in place.

Managing your business reputation means taking strategic action to keep a positive image online and in the media. Reviews, social media, and Google are all places that can boost your online ratings or destroy your reputation. You need a digital marketing plan that includes removing bad comments, responding to queries, and incorporating SEO techniques.

Three Key Ways to Keep a Positive Business Reputation

1. Strong Community – Make connections with other local businesses by partnering with them on complementary projects. By encouraging growth in both companies and advertising for each other, you strengthen community ties, showing your human connection. Businesses that collaborate benefit from each other’s reputation, creating a positive perception from customers.  Advertising together using social media marketing builds brand awareness to help boost the reputation of each business.

2. Employer Branding – Make sure you treat your employees with respect and take care of them. Time off and bonuses for a job well done help increase employee loyalty. Remember that not only do your customers review your products and services, but your employees’ opinions also affect your reputation status. Your brand is more than a name, it is a combination of harmony in the workplace and employee retention.

3. Customer Experience – Stay connected to your customers by responding to their comments promptly. Keeping existing customers requires relating to them and solving their problems quickly.  Emotional connections are a power factor when people are deciding which business they will choose to purchase from. It is easier and less costly to maintain customer relationships than to build new ones.

But what happens when you run into negativity, even if it is through no fault of your own?

Turning Negativity into Positivity – Reputation Management

Scrolling through your online reviews you reach one that is negative. Instead of worrying about the repercussions for your business, turn the comment into a conversation to show you are willing to act.  Forget deleting the comment, but instead, use this as an opportunity to engage with the writer to face it straight on. Deleting negative reviews can actually cause more damage than good. It shows you have something to hide.

Let this customer know you hear them by publicly responding. Even if the complaint is something that was out of your control you need to apologize for the experience the customer had. Ask them to contact you so you can take the conversation to a private communication channel. You can review the details with the customer to discover exactly what happened and if need be, offer compensation if the situation calls for it.

Safeguard Your Business Image

Managing your brand image means upholding the public’s perception of your brand. With millions of online users, you can be sure they are reading reviews. How and when you respond can establish you as trustworthy and reliable. It is important to follow up with your clients and act on their requests.

A good strategy is to ensure there is good quality content on your website and throughout your social media channels. Address comments by providing solutions to problems and answering questions or concerns about your products. Information helps build solid relationships with your clients thereby turning them into lifetime customers. Maintaining a stellar reputation leads to higher conversion rates and increased sales.

Further Ideas to Ponder

When responding to negative comment, make sure you:

• Take time to think things through – Rushing into a response when angry can create a heated answer which will reflect poorly on your business.

• Add detail into your reply – Details show you are actually reading the comment which means you care.

• Keep it Brief – No one wants to read a lengthy response so keep it as short as possible and get down to the point to hold the reader’s attention.

A Positive Experience

Whether it be social media, Google, or your website, connecting with your customers in a calm, friendly manner will benefit your brand. Reputation management can help you face day-to-day challenges by offering solutions to crisis situations. At Digital Monk Marketing, we offer strategies to generate positive results and improve the public’s perception of your company.