Reputation Management

People are talking about your business. Don’t stick your head in the sand. Plan, monitor and engage.

People are talking.

What do they say about you? Do you know what people are saying about your business? They’re saying it whether you know or not. They’re rating you, leaving customer reviews, Tweeting, posting, and gramming about you. Ignore at your own peril.

You can keep your head in the sand, or you can …

1. Plan

First, claim your business on all relevant review sites such Google, Yelp, Yahoo, Facebook — and specialty sites such as Amazon, HealthGrades, and RateMDs. Prepare how to respond to positive and negative reviews ahead of time. Set a schedule for regular monitoring, which leads to step #2 …

2. Monitor

Monitor existing reviews on a regular basis. Be aware of what is being said. Don’t react defensively. Don’t delete negative reviews. Current and potential customers will be interested in how you respond.

 

3. Engage

If you aren’t receiving as many reviews as you expect, first ask yourself if you are “wowing” your customers enough. Second, ask if you are making it convenient enough for them to leave one. Respond publicly to negative reviews. Invite customers to post additional reviews, but don’t give incentives or discounts.