Taking Your Online Reputation Seriously

Posted by David Chism | Wed, Oct 22, 2014

 Taking Your Online Reputation Seriously

I Am Impressed with My Clients

bad review

The review above has anoth­er side of the sto­ry to this too!

There are a lot of neg­a­tive vibes online these days, and I believe we large­ly have review sites to thank for this. Com­pa­nies today are plagued with 1 and 2‑star rat­ings, typ­i­cal­ly from peo­ple who have over­ly demand­ing expec­ta­tions. If you for­get to return a phone call, chances are, soon­er or lat­er, you’ll be receiv­ing a low-star rat­ing on a site like Yelp. Yet, if you do a good job and serve the cus­tomer well, it is very dif­fi­cult to get con­sumers to write a pos­i­tive review on their own. Typ­i­cal­ly, they will only do this if a com­pa­ny went above and beyond their high expec­ta­tions. If you have a reli­able and qual­i­ty ser­vice com­pa­ny, you are like­ly going to receive a few good reviews and a cou­ple of poor ones just for being human.

Why am I so impressed with my clients when it comes to their online rep­u­ta­tion? It is quite sim­ple. These cus­tomers of mine real­ly take to heart every sin­gle neg­a­tive review they dis­cov­er on the web about their com­pa­ny. Addi­tion­al­ly, they mull them over and talk to me about how they can respond and make things right. By the way, for almost every neg­a­tive review I have seen, there is a sto­ry behind the inter­ac­tion that incit­ed that review. Most of the time, the con­sumer real­ly is just being over­ly demand­ing and can­not be won over. Many times, how­ev­er, those reviews stay on the web for oth­ers to read, offer­ing only half of the sto­ry and nev­er the full picture.

Con­sumers have no idea how hurt­ful it is to be neg­a­tive. A good ser­vice com­pa­ny will respond to these neg­a­tive reviews pub­licly and very pro­fes­sion­al­ly, offer­ing a lev­el of class that was­n’t offered to them. I want home­own­ers and busi­ness pro­fes­sion­als to know how hard it is to run a con­tract­ing busi­ness and how many of these busi­ness own­ers real­ly pro­vide great ser­vice. Yes, there are a few less-than-pro­fes­sion­al busi­ness­es out there, but in real­i­ty, those folks won’t last long. The pro­fes­sion­al and ser­vice-ori­ent­ed com­pa­nies will make things right. Sure, they may for­get to call you back now and then. They might even make a mis­take on a job too, but you won’t have to wor­ry. I’ve seen my clients wres­tle with each review and try hard to turn things around. Give these guys a chance to make things right by call­ing or email­ing them to fol­low up and see what hap­pened. The only rea­son for a 1‑star review, in my opin­ion, is if that com­pa­ny should NOT be in business.

How Do You Respond To Neg­a­tive Online Reviews?

I’m curi­ous to know if you are aware of any low-star rat­ings of your com­pa­ny. If so, what is your process to respond? How do you man­age your online rep­u­ta­tion? The Inter­net is a bless­ing and a curse for small busi­ness own­ers, but I know if you are read­ing this you are seri­ous about doing a qual­i­ty job and want to make your cus­tomers hap­py. If so, make sure you take steps to stay con­nect­ed with what peo­ple are say­ing about you online. You can do this in a num­ber of ways. You can set up a Google Alert with your com­pa­ny name in it and you’ll get noti­fied any­time some­one men­tions your busi­ness online (not just for reviews). Or you can pay for a pro­gram such as Yext or Demand­force, both of which do a decent job alert­ing you any time you get a review on the web.

About David Chism

David Chism started his business out of a passion for helping small contracting businesses grow, be more profitable and become better known to their target clients. One lifelong hobby of David is using techie gadgets. So this blog is a place where he writes about technology, marketing ideas, just for fun (humor), personal thoughts on small business and more.


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