Reputation management is one of those business skills that truly can make or break careers. There just aren't enough business owners who realize what it takes to manage their image effectively. Luckily for you, the tips you're about to get here are going to help you if you want to make a difference in your business's future.
Always stay in touch with your customers, particularly after they have done business with you. If your business is a large one, this rings more true. It's important to have them feel like you care for them, like they matter. You may want to try automated systems to follow up on their purchases. Also, you can ask them to make feedback on the purchases they've made.
When dealing with negative feedback about your business, a good offense is the best defensive strategy. Put up positive testimonials from customers so others know what your business is really about. Continue posting positive content until the negative ones slip into obscurity.
To make your online business reputation better, optimize web pages using search phrases essential to your business. In general, this would be the business's name. Search engines, such as Google, like authoritative pages. If you are viewed by them as an authority, your site should rank highly in the SERPs.
Social Media Sites
Always keep an eye on social media sites. Customers expect a reply when they ask you a question through your website or post on social media sites. Try to do so quickly. If you are more responsive than your competitors, it makes you stand out as superior to them.
All social media accounts should be monitored for their professionalism. Since these pages are a representation of your firm, you must avoid creating any negative impressions. Of course, you want to show some personality, but keep the overall tone professional and businesslike.
Treat the employees well at your company. Many people do not take this as seriously as they should, and there can be serious consequences. If it gets around that you are not a great employer, many people will refuse to do any business with you.
If you find untrue information about your company on a website, ask the site's owner to remove or correct the information. If you show the site owner that what they are presenting is factually untrue and they are liable, most website owners will comply with your request.
There are companies that specifically offer reputation management. You are probably very busy with other aspects of your business, so it is understandable if you need an outside company to do this for you. Working in a team like this can go a long way to maintaining a good company reputation.
Anger can come when you read a negative review. A good approach to this is going to be to be calm and give them facts that will debunk the things that they're trying to say. When people read the argument on both sides, they can figure out who they think is right.
Your business should have clearly defined boundaries in terms of what customers can expect from you. Always be upfront and honest with your customers, and admit any mistakes you make. Transparency is essential to maintaining a good reputation.
Always admit when you make a mistake, don't try to hide it. Most customers will see right through you. Admit it, and say that you are sorry. Customers are usually very forgiving, especially if you're willing to compensate for your error.
It is smart to follow up with customers once they make a purchase. This is something that will build your credibility. Checking in with them can help you address possible issues they may be having.
Be aware of what people are saying and where they are saying it. You must familiarize yourself with sites that customers frequent to post reviews about businesses that are in your industry. Handle criticism and show others the positive interactions people have had using your services.
Make sure your services or products come with a money back promise. These benefits are all considered part of positive customer service. In the case of returns, you may have to eat your profits, simply because the items cannot be sold again as new. However, accepting the return helps your reputation immensely.
Always stick to your promises. If you keep changing the terms, you will lose trust quickly. The business will start to be known for dishonesty. After a business develops such a reputation, it can be a long uphill battle.
At least once a month do an online search for your business. Simply put your company's name in Google to see where you land in the search results, and look carefully at your website too. It is important that you address any negativity that might be out there regarding your company. Find out the source of all of the negative feedback you receive. Try to find some way to turn things around.
Unless you have a good reputation, your business may never truly be successful. Ignorance about shaping the perceptions of others can provide a fatal blow to your business. That is why you should use the tips above, to prevent any issues.