Don't Ignore Your Online Reputation

Your Reputation is Your Biggest Asset 

It goes without saying, the internet is a vast expanse of information; some of it is helpful and some... not so much. But the fact is, once information is shared online, it’s out there. And even if an article, photo, blog post, or review is posted and later removed, there’s a good chance that hundreds, maybe even thousands of people have already seen it. 

Your company’s reputation in the community is the absolute foundation of your business, and this extends to your online reputation. 

Reputation is Even More Important for Local Businesses 

We all know a few huge companies that, despite their terrible reputations, just keep growing (hello Verizon, Comcast, and Wells Fargo.) These companies are big—really big—and in spite of their bad reputations and massive number of negative reviews, there are still plenty of people willing to do business with them. Perhaps it's the companies’ longevity or simply because they have recognizable names. 

No matter the reason, understand that local businesses aren’t so lucky. In fact, consumers seem to hold their local businesses to a much higher standard. This is why it’s so important that you manage your online reputation. When one of your customers shares their experience online, they’re almost certainly reaching your specific customer base—the other people in your community. 

Managing Your Reputation 

Let’s face it, you will have an unsatisfied customer (or several) in your business’s lifetime. It happens and it’s normal. Those unhappy customers may leave you a negative review, they may air their grievances on social media, or maybe both. 

Managing your online reputation is not about getting people to remove their reviews or take down their Facebook posts. It’s about addressing the issue publicly, so that anyone who reads the negative piece can also read your positive response. 

Remember, even when you’ve done your best to make a situation right, your customer may still be dissatisfied. While this may feel like a failure on the surface, the online interaction between you and your customer can still have a positive effect on your reputation. Consumers love it when a company works hard to try and correct a bad experience, even if the outcome is not always favorable. 

And time is of the essence here. Don’t spend a week researching what may have happened; don’t get frustrated and walk away for a few days because, in the meantime, your potential customers are reading negative feedback about your company. Address unhappy customers directly and immediately. 

By the way, while you’re promptly dealing with your disgruntled customers, don’t forget about your happy clients. Respond to your positive reviews, too!

Tools You Can Use 

Of course, it’s easy to know when you’re tagged in a social media post or when someone leaves you a Google Business review. But will you be able to keep track of every single mention of your company, anywhere online, at any time? Not likely. Fortunately, there are some tools that can make things easier. 

Using a review application like Locallogy’s Review Builder can help you keep track of your company’s reviews from a variety of platforms around the web. These tools collect your reviews in a centralized location, providing you with an easy way to monitor feedback and respond as needed. 

Setting up a Google Alert for your business can also help you keep tabs of your mentions online. The process is simple and once you’ve set up your alert parameters, you’ll be notified anytime Google finds a hit. 

Build Your Reputation and Grow Your Brand

Remember, your online reputation is your virtual storefront. It's the first glimpse potential customers have of your business, influencing their decisions long before they step foot in your store.

Cultivating a strong online presence isn't just a matter of visibility; it's about building trust, credibility, and desirability. So, while local connections and community engagement remain crucial, don't underestimate the power of your digital image.

Embrace the opportunity to shape and safeguard your online reputation—it's the gateway to thriving in the modern marketplace.