October 30, 2014
Feedback isn’t always fun and today a bad referral doesn’t just go from friend to friend, it’s up for the whole world to see. Worse, a bad rating can hurt your business and keep hurting months after it’s posted. That’s why it’s surprising that a lot of movers aren’t managing their online reputation better. Here’s what you need to know to maintain your rank and reputation.
How valuable are those reviews?
Check up on your reputation
Every week you should be checking in to see how your company is doing on 3 key sites: Yelp, Angie’s List, and Google+Local. In a glance you can see how you compare to the local competition and will see if anything requires your immediate attention..
You got a bad review, now what?
It’s bound to happen eventually in any business. When you see a negative post, don’t retaliate or make it personal. If you’re angry, step away from the keyboard like it’s a loaded gun. Seriously. Your best option is to respond. Just remember to keep calm, be genuine, and offer constructive input, even if you can’t fix the problem. Trust me, a thoughtful response is your best ally every time because others will see that you CARE.
But…What if it isn’t true?!
We’ve all heard stories about businesses being hurt by a malicious competitor or ex-employee. It happens. Most sites say they review posts for fakes but in 2013 Yelp admitted that roughly 20% of their posts are “suspicious.” That’s not very encouraging, is it?
If you think you’re being targeted, there are steps you can take. Again, stay calm and respond so others see that you are a responsible business. Flag the post(s). The posts may get taken down. Sadly, many will not. For more info on what you can do check out: Can a Business Owner Delete Bad Yelp and Google Reviews?
Simply put, review sites are impacting your business right now. Like it or not, they reveal customer service issues and give everyone a voice. By being proactive, you can diffuse potentially harmful situations and increase your odds of more 4 star ratings.
Good luck out there!