Reputation Management Is More Than A Positive Review
Reputation Management Blog Sample
Some of us aspire for the 'Gold Star' more than others, but when you are in business, your public perception can play a huge role in your success or failure.The layman that chooses to engage in the experience, service or product you provide, has little to no knowledge of the science and art that goes on behind the scenes to alas gain their attention. Rest assured that it is 100% impossible to please everyone every time. Here are a few tips to keep in mind when you receive reviews:
Negative reviews are not always 'bad'
Keep in mind that what one may view as a negative experience, may be positive to others. For example, I grew up with a father that truly valued the fine dining experience even if we were taking a family of four children to the Old Spaghetti Factory. He loathed the feeling of his server hovering over our table and impeding on our conversations. Furthermore, if he did not finish his salad, don't you dare bring his entree.
My mom, on the other hand, was a lot more practical; in fact, with her background in psychology, she relished in deep conversation with random strangers. My point is, if Yelp existed back in 1987, they would have very different reviews with regard to their experience despite the fact that we were all at the same table and received the same service.
Respond to as many posts as you can
When a person takes the time to go through the task of leaving a review--negative or positive, it is a soap box opportunity for you to showcase the core values of your business. More importantly, it is proper digital etiquette. Keep in mind that it's all about HOW you respond. It is not guaranteed that this person will return to your establishment or even accept your rebuttal, but it shows that you a) care about your customers, b) intend to deliver what you advertise--good experience/service/products, and c) aim to fix and/or mitigate any further issues that have or will arise.
The likely reason that you went into business for your self probably falls into one of these three categories:
- You are unique in your trade-- You offer what many can or will not
- You are a differentiator-- Many may offer the same product or service, but may not match the same quality or style
- You are a 'price buster'-- The market may be inundated with the same service or product that you offer but you are able to tailor an acceptable product or service to the thrifty.
Your reputation, notwithstanding, should always be a priority. Aim to engage your natural promoters, early adapters or simply stated 'biggest fans'. This will often overshadow any undesired review.
If you found this post helpful or would like to discuss this further, feel free to contact me at firstname.lastname@example.org.