3 Steps To Managing Your Business’ Online Reviews

posted this in
Social Media
on January 10th, 2013

Think back to the first time you looked up your business on a review community like Google or Yelp. (If you haven’t ever searched for your business, stop reading and go look at one of those review communities now.)

If you’re like most businesses, you probably had mostly good reviews with a few bad mixed in, right?

But what happens when you take your eyes off those review communities, and you suddenly receive a bad review? Do you ignore it? Or do you deal with it head on?

One study shows that 69% of consumers trust online reviews like they would trust a recommendation from a friend. So properly managing your online reviews is more important than ever. One bad review, if left unresolved, can steer customers away from doing business with you.

Avoid a bad review emergency and follow these three steps to managing your online reviews.

Step 1 - Keep Your Eyes Open

Be aware of what customers are saying about your business.

However, with hundreds of online review communities available, it can feel overwhelming trying to keep track of each one.

Rather than tackling every review community known to man, start with some of the most popular communities that customers frequent like Google, Yelp, and Yellow Pages.

To help keep track of your online reviews, use a tool like Google Alerts that emails you when people mention your business online. Or use a dashboard that will pull in all of the data from review communities across the web so you can see your reviews in one easy convenient location.

Step 2 - Respond Immediately

If someone walked into your business with an issue or complaint, would you pretend like they weren’t there, or would you address their problem?

When dealing with online reviews, the most important thing you can do for your business is recognize that bad reviews will happen. Ignoring them will only fuel the fire and leave your disgruntled customer with unresolved feelings of negativity toward your business.

If you find a negative review about your business, take the time to understand the problem from the customer’s perspective and offer a solution immediately.

Step 3 - Encourage Feedback

Your happy customers are your biggest brand advocates. Encourage your satisfied customers to leave reviews for your business on your review communities.

To easily get feedback from your customers, ask them about their experiences. You can do this by sending out a survey to customers or offering a place on your website for them to leave you feedback.

Recently, we rolled out a new system that helps our clients’ customer service representatives encourage reviews. The system accomplishes this by directing customers to a dashboard where they can easily leave reviews.

Within the first month of using this system, one of our clients had 23 new reviews on communities across the web.

Even though managing your online reviews can feel like a full-time job, following these steps will help you organize your process and keep your customers happy.

Interested in learning more about our new review system? Contact us today to schedule a demo!