Reviews now play a very important role in business. Potential customers often read reviews about a certain business to carefully select the best product/service available in the market. Since these reviews are usually based on users’ experience, potential customers do pay attention to them. Certainly, potential customers will be less likely to purchase products/services from companies with bad reputations. Furthermore, reviews are one of many factors that affect the ranking of Internet Yellow Pages (IYPs). In the same industry, a company with more good reviews tends to rank higher than companies with fewer reviews. Therefore, it is essential that business owners keep a close eye on their reputation. Here are a few ways to manage your reputation:

1.       DO follow up with customers immediately after the sale/service.

That way, you have the chance of fixing any mistakes you made and redeem yourself before unsatisfied customers boycott you.

2.       DO follow up with customers again.

Sometimes, faulty products are not detected at the point of sale or some services are not thoroughly done, the once happy customers could turn into not-so-happy customers. Follow up once within a few days after the sale/service and again after 2-3 weeks.

3.       DO “welcome” complaints.

Customers, who usually do not participate in reviewing products/services, will start participating by leaving bad reviews if there are no signs of follow-up or apology. Creating a complaint form on your site will help prevent bad reviews from ever being made. Make sure that it is visible and easily accessible. Check the complaint form regularly and reply to ALL complaints. Let your customers know that their complaints are heard and that actions are being taken to improve your product/service and their experience.

4.       DO make the leaving a review process as painless and as little time consuming as possible.

Create review cards with QR codes and URLs and give them to customers on their way out. Similarly, make review signs and display them around your store/office.

5.       People have different opinions about responding to bad reviews. Some say yes, some say no. Public apology surely demonstrates good customer service. If you wish to respond:

DO explain why the situation happened. Emphasize that the situation was a mistake and that it does not happen on a regular basis. Offer unsatisfied customers to improve their experience. Correct any wrong information stated in bad reviews, if any. Lastly, include a link or two to good reviews in your rebuttal. Here is an example of a well-written rebuttal.

Continue reading – DOs and DON’Ts of Online Reputation Management (ORM)