If you are like most small business owners, you believe in your brand and know that you provide a valuable service to your customers. There is also no doubt that the people close to you will echo these sentiments. However, none of this is of real value if your customers do not feel the same about your business. This is why it’s important to take a proactive approach to the development and management of your business’s online reputation.
Reviews are essential to the perception customers develop of your business. Regardless of the strength of other marketing and advertising methods, public and positive feedback from customers is a necessity. When a negative review is received, it is important that you do not allow your emotions to govern your response. A negative review should be used to identify areas that need improvement. A good point to remember is that people often operate on extremes. Some people will love your business and others will hate it. However, the “so-so” reviews should be carefully observed and used to improve your business offerings.
Earn Positive Reviews
You should remember that the performance of you and your business is as important to your overall marketing efforts as any external technique. Concentrate first on making sure that every customer that patronizes your business walks away satisfied. According to WordStream, any positive reviews will represent an extension of that satisfaction.
You have probably heard the saying you never get a second chance to make a first impression. This saying is doubly true in business. Everything from the cleanliness of the premises to the friendliness and attentiveness of employees, to the comfort added by the interior design of your business, will affect the mood and willingness of a potential customer to patronize your business. According to Celerant, if you can reduce friction at the point of sale your profits will increase. You can also score big points for customer service when a representative shows professionalism and compassion while fielding calls from customers.
Participate in the Conversation
In addition, you should visit review sites on a daily basis and respond to customers whenever it is permitted. Chatmeter says that a quick comment under a review left by a customer will demonstrate you value their business and opinion. You should decide ahead of time whether or not you will respond to negative feedback. Doing so can possibly encourage a dissatisfied customer to provide your business with another chance to earn their appreciation. But be conscious of tone when you address complaints.
Reputation is everything for a small business owner. And this is even more true in a digital age where reviews are easily accessible to countless potential customers. That’s why it’s more important than ever as a business owner to have impeccable customer service, know how and when to respond to customers’ feedback, and offer a quality product that will net you more positive reviews.
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