The rise of reputation sites like Yelp has given even the smallest voice a platform to be heard, opening the floodgates for customer reviews. While every business should put their main focus on their customer interactions and day to day operations, understanding the importance of reputation management can mean the difference between attracting new customers and plateauing entirely.
Take a moment to consider the implications of a bad Yelp review. Certainly, not every review on such a site is necessarily accurate; misunderstandings will happen and everyone has a bad day after all. To understand the reach of this review, Yelp has 145 million unique users and 120 million unique reviews written per month.
Say a user is looking for a place to grab a burger. With multiple listings for burger joints in the area, the user will surely resort to reviews to make their decision. A bad review stands out like a bad zit and can sour a customer toward your business before even trying your product.
Your Reputation Precedes You: Responding to Negative Reviews
A bad review is not the end of the world; how you use the tools at your disposal in such instances can greatly affect your public image on reputation sites. A reply to a dissatisfied customer does not have to condemn your business, and when written correctly can show your company in a better light. Express concern and instead of arguing about the past, take control of the future by using this chance to create a better experience.
Encourage unhappy reviewers to come and visit your business in person in order to discuss the issue and have a better experience the next time around. This way, you are able to show your company cares and you may potentially have a new regular customer as a result!
Pay it Forward: Encouraging Reviewer Positivity
Though there will be bad reviews along the way, positive voices will also chime in to show praise of your services! Remember to respond in a thankful manner for positive reviews whenever possible, this interaction will be appreciated by reviewers. Additionally, should you receive compliments on your service in person, encourage your clients to leave you a review online as well, many will be more than happy to do so.
Remember that your online presence has a tremendous impact on your business’ ability to attract new clientele and that an active presence on review sites can make the difference when expanding your customer base. At iZone Marketing, our reputation management specialists can help repair and elevate your reputation; making it easier to generate new business and helping you reach your quarterly goals!