There’s much to be said about the benefits of social media, but for small businesses, it can be a double-edged sword. The same platforms that can be used to market yourself and interact with your client base can also be used against you in the form of negative reviews.
Negative reviews aren’t so easily escapable anymore. Your online reputation can do irreparable harm to your business if enough people complain. How can you keep track of your online reputation and make sure your business doesn’t suffer?
The first step is to be present on social media. You won’t know what clients are saying if you’re not an active part of the online community. Create and maintain social media accounts for your business. Check them often, and use it to actually engage with your customers. Not only will you be more likely to catch a negative review more quickly, but you’ll be in a better position to respond to it.
Part of an effective response is being able to admit your mistakes. While there are falsified negative reviews out there, don’t assume your bad reviews are fake. Use them as an opportunity to engage your customers and find out what went wrong. This gives you a chance to salvage that relationship with your client, and perhaps even improve upon the area which earned a complaint.
Then, you’ll need to know your way around your Search Engine Page Results (SERPS). You can’t stop negative reviews altogether, but you can make them attract less attention. Start by optimizing the top ten search results for your business’ name, which makes it harder for negative comments to appear when customers search for your business.
By gathering testimonials, maintaining active social media accounts, and writing to other online publications, you ensure any negative reviews stay hidden, and your online reputation is protected.
Your online reputation is in your hands. Do all you can to keep it protected.