How to monitor and respond to what is being said about your business


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How to monitor and respond to what is being said about your business

  1. 1. By: Adam Dukes 702-530-3881 1Social Sinergy 702-530-3881
  2. 2. How to Monitor What is Being SaidOne of the most important things you need when it comes to your localbusiness is a ‘good reputation’. When a business has a good reputation,more people become interested in it.Consumers have always trusted “word-of-mouth” marketing; in other words,we are easily influenced by what others have to say about something. Ifyour customers spread the word that your business is great, then thenumber of potential customers increases.In the same manner, if your customers spread the word that your businessis lacking in some way, some people may avoid using your product orservice – depending on the severity of the complaint.This is why it’s very important that you do what you can in order to maintaina positive reputation. One of the most important factors that come into playis the amount and type of customer reviews you have. Thanks to theinternet, consumers today publicly speak their minds about their likes anddislikes.They take to various online review sites and blogs in order to say what theywant about businesses and share it with others. Receiving positive reviewscan take your businesses to new heights. However, negative reviews canharm you, and the harm can be increased if the situation isn’t handled in aproper manner.Why is it Important to Know?There are still many business owners who don’t bother finding out what theircustomers are saying about them. Such owners seem happy with thecustomers they already have, so they don’t see a need for it.However, when they finally find out that there are some customers whoaren’t happy with their products or services, the damage has already beendone. At that point, they are usually already seeing a decrease in businessbecause those customers have been posting the negative information online.That’s when the business decides to take some kind of action to re-buildtheir reputations, which is very hard work. In order to know what yourcustomers think of your business, you need to keep track of what they saywhen they are sharing their opinions with others online. 2Social Sinergy 702-530-3881
  3. 3. Knowing about what your customer’s think of you will enable you to improveyour services if the need arises. Not only that, it will also allow you tocorrect their concerns. The world has become ‘social’ and that’s whyeveryone feels completely comfortable sharing their thoughts online.Some local bloggers have a lot of readers, and even if they say somethingnegative about your business, you can be sure that many of their readerswon’t be interested in your local business anymore.Times have changed, and customers have become more educated. They dotheir research when it comes to purchasing decisions. Customers can’trelate to businesses; they relate to the other customers, and that’s why theygive importance to what the other customers have to say.The best way for you to know what people are saying about your localbusinesses is by searching for and reading online customer reviews.How Do You Find Out?You’ve probably heard of Google; it’s the world’s largest and most popularonline search engine. Most people use Google and other popular searchengines when they want to obtain information regarding almost anything inthis world – including your business.The easiest way for you to find out what people are saying about yourbusiness is to ‘Google’ your business name. When you perform this task, youwill be presented with all the links that mention your company.You may come across different review websites where the review of yourproduct, service, or business has been posted by a customer. Other peopleare finding these same customer reviews on the internet as well, and thesereviews are influencing their decisions about whether or not to do businesswith you.So it is critical that you find out where these reviews are being posted soyou can monitor and respond if necessary. 3Social Sinergy 702-530-3881
  4. 4. Some of the most popular customer review sites are; • Google+ Local This is a free service that allows businesses to register themselves with Google and become listed on Google Maps and show up in the search engine results. As one of the newest additions to Google’s social networking platform, Google Plus (or Google+), consumers are able to provide reviews in a much more social manner. In addition, these reviews are given a “score” that will tell other consumers how well this business is in the eyes of their existing customers. Here are some more popular review sites you should pay attention to: • Yahoo! Local Listings • Citysearch • Yelp • MerchantCircle • Superpages • InsiderpagesIf you aren’t able to find your business page on the top review sites, then it’sa good idea to create a profile on these sites so your customers can haveseveral different site options to leave a review for your company. Being thatGoogle is the world’s largest search engine, you definitely should encourageyour readers to leave reviews there – as well as other top review sites.You can also visit social-networking sites like Facebook and Twitter in orderto see what customers are saying about your local business. In addition, youcan set up a ‘Google Alert’ in order to track the name of your business,products and services, etc. This will enable you to receive an alert wheneversomeone mentions anything related to your business. 4Social Sinergy 702-530-3881
  5. 5. Following all of the steps mentioned above will enable you to find out exactlyother people are saying about you. Reading customer reviews will give youan idea about how your products and services fair in the eyes of yourcustomers. So if it’s feedback you’re looking for, this will provide you withthe hard truth.How to Respond to What is Being SaidYou feel good when people leave a positive customer review, and you evenappreciate the effort. However, things change when you come across anegative review. You feel as if the customer has attacked you, and you feeldefensive. You may even get into an argument, which may make thecustomer to retaliate, leading to more damage!This is something you shouldn’t do. Getting into an argument with areviewer will only worsen things. Search engines gather data, and they don’tcare if that data includes negative reviews and the argument you had withthe reviewer. This argument could end up being displayed at the top of thesearch engine results, and that will have a negative impact on your ability togenerate new customers.Here are some tips that will help you out with you get negative customerreviews: • Try Not to Panic or Over-react The first thing you need to do is stay calm. Don’t panic if you receive a negative customer review; it even happens to the best businesses. The important thing for you to figure out is how you can properly handle the situation. Receiving a negative review doesn’t mean that it’s the end of the world. If you happen to see one, simply take a deep breath and figure out the most professional and positive way to respond. • Assess the Situation Carefully The best way to handle any situation is by accessing it properly. Read the review and see if the complaint is honest, or if it has been posted by a competitor who wants to make you look bad. 5Social Sinergy 702-530-3881
  6. 6. If you feel that negative review is an honest one, then you should respond to it in a proper manner in order to resolve the issue with the reviewer. You need to make sure that the customer is satisfied by your response and contact them find out more information so you can resolve it. However, if you think that the review has been posted by a competitor, then you need to contact the administrators of the site and prove that the said review is false. Review sites remove such reviews if you are able to present your case appropriately. • Don’t Over-Promise and Under-Deliver This is a mistake a lot of businesses make when faced with a negative review. They make huge promises that may resolve the situation at the time, but they aren’t able to deliver on the promises, then the stream of negative reviews will continue to grow. • Show That You Care by Responding When you receive a negative review, make sure that you contact the reviewer and show him or her that you care about their concerns. Not only that, but be sure to respond to the actual review that is posted publicly to show your potential customers that you are willing to handle any complaints that may arise. Use a sincere tone and prove that customer satisfaction is your top priority, which can work in your favor even when there are negative reviews. This approach may also encourage your other customers to contact you directly to resolve issues instead of writing a negative review online for everyone to see. • Respond to POSITIVE Reviews As Well Responding to positive reviews is just as important as responding to negative reviews. Just a simple statement such as, “Thank you for the feedback! We’re glad you’re satisfied with our product and look forward to doing business with you again” is powerful. This will create a bond with your existing happy customers and keep them coming back to do more business with you. 6Social Sinergy 702-530-3881
  7. 7. ConclusionAs you can see, monitoring and responding to your online customer reviewsis a critical piece of managing your online reputation. If you do not knowwhat is being said about your business online, then there is no chance of youresponding to and correcting those situations.Neglecting these reviews – especially the negative ones – are likely to hurtyour ability to generate new customers.However, figuring out where to start with this whole process could besomewhat confusing to businesses that are new to it. But don’t let that stopyou from taking control of your company image.I help local businesses in the area monitor and manage their onlinereputations and would like to give you some additional information thatcould assist you as well.Contact me at 702-530-3881 for a no-obligation consultation about whereyour business stands in the eyes of your customers and potential customers.I look forward to speaking with you.Thank you,Adam Dukes702-530-3881Social Sinergy 7Social Sinergy 702-530-3881