Reputation is critical these days! We are now in an online information highway so everyone can post stuff…good or bad. Consumers will not hesitate to post bad things about a local business and yet to post a positive review local business owners almost have to bribe their clients to post one. Strange but true!
I personally had a situation myself where an ex-employee put a terrible review about my company on Yelp back in 2006 of which I was devastated when I found out 8 months later. How I found out about it was from a customer. When I approached the staff about it, they replied, “Oh yes! We knew it was out there.” MAN, I was rip roaring mad because it was a real slander to my business. No matter how much money I spent on advertising or marketing my business, I couldn’t pull in a lot of new sales. I was really beginning to wonder why, when we had such an amazing facility, I was maintaining the same numbers and not growing. Well that was the answer! I immediately contacted Yelp. I had to prove the situation about the disgruntle employee to them along with sending Yelp copies of my vendor invoices to prove that we carried high end quality products. Once Yelp reviewed my information they immediately banned that employee from Yelp, took that bad review down and sent me a memo stating so. I was really impressed! It only took about 24 hours.
Today is different! Good luck trying to get a bad review taken down. The only alternative is to make sure you implement a Reputation Management Marketing system and process within your local business to push the bad review down and replace it with good reviews.
To implement a Reputation Management Marketing system and process will take time. This doesn’t happen over night so the faster you implement the better because sooner or later a BAD review will hit and you never want to be in re-act mode. You want to be ready to respond quickly!
Here is a success story that I would like to share with you. A colleague of mine Jason W. an Online Digital Marketing expert for auto dealers in the US, shared in our mastermind group this story.
“In the beginning of May I started working with an auto repair shop, that after over 130 reviews on Yelp most 4 & 5 stars, they got a couple of 1 star real vicious reviews. One of them was labeled ” This place should be called Shady McSheister’s Auto Ripoff.” You can’t get worst than that!
I have been working with them every since and even write their replies to the bad ones. I also set them up with a review site and 1000 business cards with the links to the review page. I also have been on their asses to get every customer to give a review. They now staple that biz card to the invoice receipt.
Just checked. They now have 7 five star reviews since the nasty one! They also had a new customer, when he called to book an appointment for service, tell them that their high Yelp rating was somewhat impressive but what sold him on using them was the way they (actually I) responded to those nasty ones. He got the feeling that they really cared for their customers.
Here is their Yelp review page where you can read my replies. This is a winning formula for doing replies.”
I trust this story will encourage you to in-corporate a Reputation Management Marketing system and process in your local business. I also believe that a local business owner should consider hiring a consultant to help you set this up and maintain it properly. As you can see that bad review in the above example turned into a customer. How cool is that!
Need help? Give our office a call today at 905.981.8761 and start monitoring your business’s reputation online. It can make or break sales!
Cheryl is an Online Digital Marketing specialist for local business. She specializes in working with car dealerships, real estate and medical professionals. She has over 25 yrs experience as a successful local business owner and in 2010 she started speaking and mentoring local business entrepreneurs with her own products, programs and consultations to increase sales and clients with technology advancements in the “new economy”. Book your FREE 30 minute complimentary assessment today at https://www.timetrade.com/book/2ZTKJ
If you are interested in having Cheryl speak are your next event please click on the following link to learn more http://www.cheryllynninternational.com/speaking