Negative Reviews: An Inherited Mess

Negative reviews are tough enough to swallow, but harder still when they weren't your reviews - they belong to the previous business owner!

Negative Reviews Compliments of the Previous Business Owner

You were bright-eyed and idealistic as you bought a business that was struggling and you were determined to turn it around. Unfortunately, the business also had a reputation that you have inherited and it's hurting your online reputation and impacting the number of new customers willing to come through your doors. 

What should you do?

• Claim all of your review website pages - You need to have control over what is being displayed on these sites so that you can direct the conversation and reveal the changes and improvements you've made.
• Post a note on every one of the review websites that the business is under new ownership.
• Reply to the existing negative reviews - Express that you are sorry they had the experience that they did and let them know that you have purchased the business with the intent of improving the service and products offered. Let them know you don't approve of the treatment they received either and that you hope they will give you a chance to show how different the business will be. 
• Read ALL of the negative comments and use that feedback to guide your plans for improvement. 
• Start building your new reputation - As you have new happy clients, ask them to write reviews for you so that, when people go online, they see new comments and evidence that the new owners have turned the place around. 
• Monitor your review websites daily - Be sure to publicly thank the people who leave positive notes for you and to address any comments that voice concerns by offering to speak with the customer offline. 

Grow Your Reputation

As time goes on, your reputation will stand on its own and the memory of the previous business owner will fade. You have the choice of growing a solid reputation both online and off, but as is true with anything worth doing, it will take diligence. 

Claim your business listings, monitor for new reviews, and interact with customers who take the time to write reviews for you. Listen to your customers and use their feedback to positively impact your local online advertising!

www.impressionsrm.com 

Online Reviews: Letting Customers Promote Your Business

The biggest reason business owners don't generate a lot of online reviews is that they don't ask. Your happy customers can be actively promoting your business through their online reviews, but you have to get comfortable approaching them and asking for the favor.

Ask for Online Reviews

If you have done your business with excellent customer service in mind, your clients will feel like they have been waited on by you and that you did them a favor by going above and beyond the call of duty. Most of them will be very happy to return the favor, so let's look at how to ask:

1. Think about how you usually wrap a sale or a visit from your customers. As you begin closing out your conversation, you likely ask something like, "Is there anything else I can do for you?" This can be the starting place for your request. Once your client says he or she has everything they needed, you can move into your lead in question...
2. Lead in question - Let your clients know you are gathering feedback from clients and would really like them to review your business. Ask something like, "Do you spend any time online?" This means, of course, that they could answer one of two ways...
3. If your clients respond that they do spend time online, you can easily respond with something like, "GREAT! Would you be willing to go to Yelp (or Google, or Trip Advisor, or wherever you are working to build your online reputation) and give us your feedback?" At this point, it would be a good idea to give the customer a business card or paper that has a link directly to your Yelp (or Google, or other review website) business page so that he or she has something to remind them when they go home.
4. Of course he or she could say "No." This is where some business owners get squeamish. No-one wants to feel awkward, so plan your route of escape ahead of time keeping in mind you also want to allow your customer to end the conversation gracefully. Something like, "I can completely understand that! I don't have a lot of time to be online either, but if you do find you are online in the future, it would be great to have your feedback on Yelp or Google - we want to make sure we always meet your needs."
5. No matter how the conversation ends, always end by thanking the customer for his/her visit and reminding them that you appreciate their honest feedback. 

Better than 75% of the online reviews that are posted are positive in nature and since you are speaking with a happy client, more often than not they will be happy to write you that review. Don't wait any longer - ask for those reviews and build your online presence so your customers can begin promoting your business!  

www.impressionsrm.com 

Social Media & Marketing Conference

Online marketing can be confusing for businesses to grasp, so I try to do informational, hands-on workshops whenever possible.

I am pleased to say that I will be presenting at the 6th Annual Eau Claire Chamber of Commerce Social Media and Marketing Conference this fall! Attendees will choose three different breakout sessions to attend - mine will be from 11a.m. to noon and I will present on how to use online review websites to increase traffic to your website and attract new clients. Hope to see you there!

www.impressionsrm.com 

Higher Expectations for Small Businesses

Luxury brands need to maintain their online reputations as their faithful followers have high expectations, but what about the small business owners? Online reviews have shown that consumers are willing to pay more for higher levels of customer service.

Successful Small Businesses: Online Reviews

How does your business rate? It's a good idea to keep an eye on your reviews on the top review websites and to track your progress.

What does success look like?

• High star ratings - preferably 4 stars or higher.
• Numerous reviews - Having many reviews will allow your ratings to remain stable should you encounter a negative review. 
• Recent reviews - Consumers want to see that people have visited your business recently and found it up to snuff.
• Interaction with reviewers - Responding to both positive and negative reviews shows prospective clients that you have excellent customer service and connection with your customers.
• Representation on all top review websites - More consumers are researching businesses on multiple sites before deciding on a service or product. Having reviews on all of the major review websites for your business area ensures prospective clients will find quality information about you no matter where they look.

Don't wait for a negative review to begin addressing your online reputation. Reputations take time to develop and solidify whether online or off.

www.impressionsrm.com

Negative Reviews? Turn Them Around!

Negative online reviews are frustrating to the business owner and harmful to local advertising. Sometimes the reviews just make you mad and you'd like to take legal action, but that's not usually going to produce the results you want.

Creative Responses to Negative Reviews

One creative restaurant owner responded to a negative and offensive review that suggested his waitresses "show more skin" by saying that is restaurant would be offering a potato skin special with 100% of the proceeds going to a local rape-prevention organization. His response went viral and his point is well-taken - when negative reviews strike, it's not time to respond with anger even though that may be exactly what we are feeling!

Turn Negative Reviews Around

Thoughts to keep in mind when you are responding to a negative review:

• Respond and do so as soon as you can - A recent study found that 79% of consumers who shared their bad customer service experience online were ignored and that consumers give a brand one week to respond to a question and then 50% of them will leave and go to a competitor. 
• Calm down before you write your response - negative feelings come through easily. Go for a walk, play with the dog, do whatever you need to do to shake it off before you compose your response.
• Be nice - When you respond online, you are not only posting to the person who reviewed you. You are also posting for everyone considering your business who may be reading along. 
• Show that you care about the person and his/her experience with you. If you made a mistake, own up to it, apologize, and work to make it right.
• Ask for feedback on your planned post - ask a trusted friend or co-worker to look over what you plan to post before you put it out for all the world to see. Choose someone who will be willing to let you know if your response sounds angry or defensive and who will help you tweak your writing so you put your best foot forward.
• Generate new reviews - It's important that people reading your reviews see a balanced view of your business. Ask your customers to write reviews for you - you will gain their feedback and provide prospective clients with information on your services, products, and quality.

 Negative reviews are frustrating, but you can turn them around and build a strong online reputation.

Web Marketing - Getting Great Reviews

#onlinemarketing #webmarketing #onlinereviews #onlinereputation

Yesterday's blog was about how your web marketing and business improvement can benefit from negative reviews, so it seemed right to touch on getting great reviews too.

Everyone wants positive reviews - what better way to promote your business than to let your happiest customers share their experiences?! The problem is that most of your customers do not understand the huge value online reviews are to your web marketing.

While I'm sure you could take the time to explain to your customers at great length (and no doubt to the point of boring your clients) the impact of your star-ratings and reviews to attract new customers, give you a higher ranking in Google, and solidify your online presence, that might not be the best way to gather new reviews.

Here are some tips to get your customers talking online:

• ASK! As you are finishing up with your customer, ask him or her to write you a review. They may have never thought to do so, but if you let them know you need and value their feedback, they will be much more likely to head over to Yelp, Foursquare, Yahoo, Google or any other site and leave you a note.
• Put something in the customers hands. Whether it's a business card that says on the back, "Leave us your feedback on our Google page" or a message on the printed receipt, you want the client to leave your business with something that reminds him or her when they put their keys and paperwork on their kitchen counter, that they were going to leave you some feedback.
• Consider offering a small incentive. You never want to give people the impression that you are paying them for their feedback, so keep it small and indirect - a drawing instead of something they will for sure be given.

Your most impressed and your least happy customers are going to write you reviews. By using the above tips, you should be able to get a nice share of your average customers to leave feedback too. This will give prospective consumers a well-rounded view of your business and it will provide you with the kind of feedback you need to serve your clients even better - the best in web marketing and business improvement!

IRM works with you to provide the level of support you need.
It's all about saving you time while promoting your business online.
www.impressionsrm.com

Online Marketing - The Road to Great Reviews

Web marketing is critical for your business, so you created an excellent website with all the bells and whistles. You made sure it has the information your clients need, and that it is aesthetically pleasing, has web-friendly content, and it works on mobile devices. However, if your business doesn't have solid reviews and a great star-rating, consumers will choose a competitor who does and they will never see the great website you created. You really need to have a strong online reputation, high star-ratings, and solid reviews.

Thankfully, there are many strategies for having great reviews to encourage people to check out your website and ultimately, walk through the doors of your business. The infographic below will get you started - check out our website for more help and support!

Impressions Review Managing empowers businesses to manage their online reputations through supportive services, staff development training, and customized programming. Visit www.impressionsrm.com for more information or contact our team at impressionsrm@gmail.com to enhance your web marketing today!

#onlinemarketing #webmarketing #onlinereputation