It is always a good idea to know what others are saying about you so you can respond appropriately.
Just as it is important to deliver quality products and services, it is also important to develop quality relationships with your customers to gain repeat business and customer loyalty in the face of competition, or worse - a complaint.
It is imperative that you, the business owner, know your customer's opinions about you as well as the quality products / services that you provide.
This is so that in the face of a complaint, the dissatisfied customer can be engaged quickly and with a resolution. The worst mistake a business owner can make is to ignore a complaint in hopes that it goes away. Doing so only aids in the multiplying of the problem.
Various techniques for reputation management starts with doing a periodic search for yourself to check for reviews and see what is being said. Other techniques include checking in on your various local and social media profiles that you have hopefully built. In other words, keep an eye on your own Facebook page, Twitter profile tweets, and Google Maps reviews etc. Last but not lease, a you can sign up for 3rd party mention services such as “Mention.org” or “Google Alerts” etc. whereby anything that is said about you is automatically emailed to you.
If you do not have time for any of the above, you can always hire a 3rd party reputation management / social media monitoring firm to keep an ear to the ground for you and clean up any negative postings for you as they come in. Of course the best defense against negative reviews is to simply deliver quality products and services.
If you’d like any help in building a comprehensive online presence, including redesigning your website to be more engaging, please do not hesitate to call.
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