Managing Review Sites – Some Tips
Online review sites – where people share their opinions about businesses – are more popular than ever. The reviews – good and bad – are out there, whether you know it or not. If you’re not managing review sites, you should be.
Why Managing Review Sites Is Important
Review sites have become extremely important with consumers offering their opinions about your business (whether it’s good, bad or in-between). It only takes a few bad reviews to impact your business. Monitoring and effectively managing review sites like Yelp, Trip Advisor, Urbanspoon, Google Places for Business and other prominent review sites is entirely up to the business owner.
No One Said It Would Be Easy
Monitoring and managing online reviews can be intimidating and frustrating. It’s hard not to take negative comments personally, but you have to maintain your objectivity. Your reputation is super important, so this is a critical process.
How to Respond
No business is perfect. We all make mistakes now and then, and it’s a given that customers are more likely to talk about a slip up than a great experience. So, it’s important to apologize publicly to a negative comment as soon as possible. Be open and honest about a mistake, and explain what you’ve done to fix it. Customers don’t expect you to be perfect, and they appreciate you admitting your mistake and making an effort to improve things. Some people will remove their negative comment or follow up with a positive comment – this will help create a good impression of your business and turn a negative review into a positive for your business.
The Best Defense Is an Offense
If you do come across negative reviews, the best way to minimize their impact is to gain more positive reviews. Talk to your regular customers and encourage them to post accurate positive reviews on the sites you feel you need help with.
There’s more to managing your online reputation than managing review sites. You also need to stay on top of search engine results. We discuss that in a separate post.
Monitoring and managing online reviews can be daunting and time consuming. If you have any questions or need help, just let us know.