With many businesses going digital, the next part of the competition is all about online reputation management. Businesses must build and maintain a great reputation online to stand out above the crowd and the noise.
What’s interesting about managing reputation online is that it has become so multifaceted. You not only have to ensure that your website and personal accounts on social media sites are polished, but you also have to look for what people are saying about you on other platforms and review sites.
Potential customers might stumble upon these platforms as they search about you, and whatever they see may leave a lasting impression on them. This is why you need to be intentional about preserving your online reputation to lead your business to success.
Don’t make these common mistakes and you can surely boost your bottom line, maintain an exceptional reputation, and gain your customers’ trust.
DON’T: Push Aside Your Online Reputation
Whether you like it or not, you will have some form of online reputation the moment a customer talks about your business. Whether you are a member of a review platform or not, you will be receiving these reviews and feedback. That said, it’s not a smart practice to leave your customers’ comments alone and just watch out for whatever becomes of your reputation.
If you have a Google My Business profile, for example, make it a point to respond to the reviews left there. A lack of response or any visible action towards these comments may send a negative message to your customers; it may come across as indifference on your part. Moreover, it can also hurt your performance on search engine rankings.
DON’T: Create Fake Reviews
You should pay attention to the reviews left on your business’ profile, but you should never fake feedback just to look good. Sadly, many businesses do this in an attempt to boost their ratings on review platforms.
You should know that customers today are not ignorant. They’re smart and can quickly tell if a review is genuine or not. If a savvy customer happens to come across your fabricated reviews, your online reputation can suffer a heavy blow—making it a costly endeavor to have even attempted faking review in the first place.
DON’T: Ignore Bad Reviews and Negative Comments
Receiving complaints and bad reviews is an unpleasant experience in itself, and responding to them is another nightmare on its own. However, don’t ignore them or try to bury them with fake reviews—the smartest approach is to face these complaints head-on.
Nobody’s perfect; just the same, no business is perfect. No matter how good your business or your product is, you will receive complaints. Try your best to respond to these promptly and give your customer the assistance they need to address their issue. Doing this lets other people know that you are approachable and that you offer great customer service.
Lastly, make sure that the way you respond to these complaints remains professional. Don’t let your emotions get the best of you and lead you to a keyboard war with the online community. If you have received malicious and baseless claims, flag the posts but never engage in a heated discussion.
There are a lot of things to do when it comes to reputation management online. It’s a tough task that requires your critical thinking skills, patience, and genuine care for your customers, but in the end, you will see that your efforts will not go to waste.
If you do not have the time or resources to handle this on your own, seeking the help of the pros is a valid option. For smart and reliable reputation management services, get in touch with us at Rephub! We put you in control of your online reputation.