These days, everyone seems to be online. Almost every single person in the whole world, especially the Millennials have a Facebook, Instagram, and Twitter account. It’s just inevitable – the online world is growing exponentially and it definitely is not stopping soon.
As a business, you want to be talked about, you want your Brand/Business mentioned in dispatches, you need the promotion that your customers can give you. You have to know what people are saying about you, positive and negative. When it is bad, why is it so and how do you rectify it? There is no point in ignoring a ‘Bad’ customer, in a public conversation, everyone is listening in to how you react and deal with it. Today, we will give you a couple of tips on how you can manage your business’ online reputation the right way.
When people have an experience, good or bad, they usually leave reviews as soon as it happens and not a week later. So as they ‘speak’ with you in real time, you need to respond as quickly.
1. Try to be Transparent with your Consumers
Trust is one of the most important factors when it comes to keeping your customers happy. Let them know about the basics, as well as the processes. Be careful not to share too much though, as this can backfire and be used against you.
If you want to be sure, check with someone who is skilled in the online legal area, and ask them what you can and cannot share with your consumers.
2. Be Active Online
The best way to know what people are saying about you online is to set up alerts on your media platforms or to designate someone to monitor what people are saying about your business. Whoever is delegated with this task needs to be conversant with your reputation management policies, and then they would know how to respond to queries and suggestions online. The faster you reply to your consumers, the better.
3. Do Not Dodge the Issues
If you ever come under fire and people are saying negative things about you, address them right away. Do not just brush it off, as doing so will seem like you really are hiding something and that you simply do not care. Don’t use a canned response such as “Sorry you had this experience, we will address it next time you visit us” There is no next time.
Evaluate the problem with your team, come up with an apology and a response, and talk about it in the best possible way.
4. Work on your Reviews
Reviews and recommendations are what potential shoppers look at and for. They want to be warned what might go wrong, and if something does, how does the management handle it. look at Tripadvisor, Yelp, Facebook reviews and of course Google reviews. Invite your happy customers to leave a review, it certainly will help your ranking on whatever platform you use.