It’s not uncommon to receive a bad review once in a while, not every business is perfect. But what do you do when someone posts such a review online? It’s simple… you must respond.
There are many places online where people can leave a review about your website, Yelp, Google Places, Yellow Pages and CitySearch just to name a few.
The first step you must do is keep on the front foot when monitoring your online reputation. How are you to know when people are writing reviews about you? Firstly, you should actively do a search of your company in Google every few days or so to see what results are showing. Alternatively, an easy way to monitor what is being said online about your business is to setup a Google Alert for your business name. Anytime new content with your business name is created, you will receive an email alert with a link to the page the content is on.
The next step is to respond to the review quickly. As soon as you are made aware of the review, you should respond. The customer is already annoyed with your business; if you don’t respond for a couple of weeks then the annoyance level is likely to be even higher. Many times if you communicate with the customer and offer to resolve their issue they will cool down and be willing to modify their review. If done correctly, this can be a great way for you to show your commitment to your business, customers and your customer service.
The review sites I have listed above allow you to respond to reviews as the business owner if you have an account. I have highlighted below where you can respond to reviews on each site. You must verify your Google listing (and have an account) before you can respond.
On a final note, even if you’re not on Twitter, I would suggest you regularly do a search on the Twitter home page for your business name. Twitter has got a huge following of late with people all over the world and it seems to be the place for them to vent. Often, Twitter content doesn’t appear in a Google search or in a Google Alert, so it’s worthwhile keeping track of these comments yourself.
What methods do you use to monitor your online reputation? Feel free to share them below.