Training

Online Reviews

No business is going to be able to make every customer happy,
100% of the time.

Your website is one location where you are able to control how your brand is presented and how you want it to be seen, however, there are many other online sources where you can find information about your business that you have no control over.

Always monitor these online sources:

  • Website
  • Social Media
  • Online Directories
  • News Sources

Reviews can be seen on your website if you allow them to appear. Remember that reviews should always be legitimate and provided by actual customers. Social media platforms like Facebook allow visitors to share a review as well as many online directories or websites such as Google, Yelp, Bing, Better Business Bureau and more. Since it is your reputation on the line, it is best to pay attention to what people are saying about you.

Everyone loves to see positive reviews, but there are times when a customer will not be completely satisfied and leave a negative review. A negative review here and there will actually make you seem more authentic and real since it is unrealistic to be able to make all customers happy 100% of the time. If you receive a negative review, the best way to handle it is to acknowledge the review, learn from the situation and respond appropriately. Some online sources may make a negative review less prominent once you actively respond. Plus, it allows your viewers to know that you care about their concerns and are willing to try to improve and grow.

To learn more about on-line reviews, view our post Online Reputation: A Love-Hate Relationship.