Online Reviews are an important piece of the pie when it comes to your online reputation. Most of our clients will not give Reviews because of the nature of our business. They hire us to do their marketing and they don't want their competitor's to discover who's doing their digital marketing. We've managed to get about 50 clients to give us Reviews on Facebook, Google, Yelp and a few other platforms. Most businesses do not have this challenge so we highly recommend that you find ways to encourage your customers to give you reviews. Just think of the last time you were thinking of buying a product, going to a new restaurant, making an appointment to a new doctor, hiring a contractor, etc. The first thing most consumers do is go on their smartphones and search for the companies information then they look for reviews about that company. Whether they're on Facebook, Yelp or Google it doesn't matter. The important thing is that you have some reviews (hopefully positive reviews). There's no doubt your business will get a bad review from time to time. This doesn't mean you shouldn't participate in managing your online reputation.

1. Responding To Negative Reviews
@alexf_oliveira #onlinereviews

2. Each
Platform
has a
different
policy
@alexf_oliveira #onlinereviews

3. @alexf_oliveira #onlinereviews
Review Sites

4. @alexf_oliveira #onlinereviews
Complaints Sites

5. I received a negative
review, now what?
@alexf_oliveira #onlinereviews

6. 1. Keep Calm & Gather Facts
2. Call Your Client & Apologize (offline)
3. Email, DM & Letter (private/public)
4. Dispute Resolution (TY, refund)
5. Get a 2nd Opinion
6. Research Reviewer
7. Appeal To The Webmaster
@alexf_oliveira #onlinereviews
Communication & Rationale

7. Tip #1
Keep your response
short and sweet. 2-3
sentences.
@alexf_oliveira #onlinereviews

8. 7 REAL Stats
@alexf_oliveira #onlinereviews
1. 1/3 give reviews when unsatisfied
2. 1st 6-7 reviews form 73% of opinion
3. 88% read reviews when choosing a
company to do business with
SOURCES: Bright Local, New Voice Media, Google, Yelp

9. Tip #2
Ignore consumers who
give every company
a 0-1 rating.
@alexf_oliveira #onlinereviews

10. 7 REAL Stats
@alexf_oliveira #onlinereviews
4. 52% expect response within 7 days
5. 87% of people say 3+ stars needed
to do business with a company
6. 72% say positive reviews = trust
SOURCES: Bright Local, New Voice Media, Google, Yelp

11. Don’t do this!
@alexf_oliveira #onlinereviews
SOURCES: Bright Local, New Voice Media, Google, Yelp

12. Tip #3
@alexf_oliveira #onlinereviews
Don’t believe the hype!
No company can legally
remove reviews. (dtopp)

13. Bonus Stat
@alexf_oliveira #onlinereviews
1 Star can increase 5-9%
of Revenue on Yelp
SOURCES: Michael Deluca - Harvard

14. What To Do?
@alexf_oliveira #onlinereviews
1. Create a comm plan
2. Create a template
3. Ask for more reviews
4. Conduct surveys/calls
5. Respond fast

15. @alexf_oliveira #onlinereviews