Taylor Swift teaching us about reputation management / online reviews.

1. “Your brand isn’t
what you say it is, it’s
what Google says it is.”
online
management

2. Then there’s me...This is Taylor.
She Gets It.

3. Taylor says “Protect your online reputation”.

4. Hutzler 571 Banana Slicer
by Hutzler Manufacturing Co.
Sometimes People Are Crazy

5. Three Wolf Moon T-Shirt
by The Mountain
Sometimes People Are Awesome

6. Look What You Made Her Do

7. Are You Part of the Convo?
News Photos Questions

8. Get Ready For Video
• Video Searches
• Video Reviews
• VLOGS

9. How To Respond to Online Reviews

10. Roles & Responsibilities

11. Steps to Respond
1. Respond Publicly
2. Resolve Privately
3. Update Response

12. Response Times
24 Hours
36 Hours
48 Hours

13. Strategy
Thank Them
Apologize for
Experience
Be Brief
No Personal
Business

14. Review Response Templates

15. Before every tenant arrives, we do full
cleaning treatments of the carpet.
Clarify Inaccurate Statements
"We have taken the necessary steps to
correct this error.“
Share Updates Made
Just following to confirm that the AC was
fixed on 3/21/18.
Maintenance Issue Follow-up

16. Set Goals & Crush Them