How to Use Online Reviews to Manage your Online Reputation
Here are some easy everyday tips to improve your online reputation.
1: Always Respond to Your Customer Reviews
Respond
to every customer review. All it takes is a single line comment thanking them
for the review, or a quick email.
If the review happens to be negative, follow this 3 step process – Step 1 - apologize for the inconvenience, Step 2 - offer a solution, and Step 3 - take the conversation offline by conversing one-on-one.
2: Keep it Professional
When
responding to customer reviews, be polite and professional. Never argue or
be defensive, and never take it personally.
3: Be Caring and Transparent
Dealerships that treat their customers like sensitive human beings are likely to be more popular than others. Always be available and listening on informal channels of communication like social media.
Above all, communicate. Be as transparent as
your business will allow you to be.
4: Request Feedback
Every
customer will have something valuable to tell you, if only you have a system
designed to listen, evaluate, and take action.
This
not only helps in pre-empting negative reviews, but also improves your services
beyond anything your competitors may offer.
5: Recent Reviews are
Important
If your prospects come across many of your recent good reviews, that alone is likely to tilt the tables in your favor.
The quantity, quality, and recency of
your online customer reviews also impact local search rankings, and helps boost
your online reputation.
6: Track Your Customer
Reviews
It is advisable to set up a daily reminder to check for new reviews, either on your website or CRM, since these are the first things that pop up during local search results.
To effectively manage reviews, you need
to know who is posting what and why, as soon as they are posted.