Mastering Local SEO (Part 7) More Reviews

Reviews reveals your online reputation

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Your reputation improves when a review praises your products, services and customer help desk. Unluckily, your reputation spirals down when your review profile is filled with inaccurate criticisms and false accusations.

It hurts, yes. However, there’s something you can do. Remember: your business is your empire; therefore, you need to learn how to manage these reviews effectively. Listed below are some of the tips and techniques:

1. Respond to reviews, either it’s positive or negative. Reviews don’t define the overall face of your business. These are simply comments, suggestions and feedback written by people – who are your repeat customers, first time customer or competitors. For this reason, make it your daily habit to reply to each review. Either write a simple “Thank you” to positive feedback or send a personal message to those who have commented negatively.

To save time, take time to study your analytics in each channel. This technique will reveal what review channels constantly receive active reviews. You can either use one review channel daily or use a different channel each day. For example, Yelp during Mondays, Google+ Local during Tuesdays, Yahoo Local during Wednesdays, Facebook during Thursdays etc.

2. Your response defines your reputation. A business isn’t a business without negative reviews. It comes and doesn’t go. In fact, a study reveals more customers will write negative feedback than positive.

That’s why; it’s best to handle it with class and confidence. Think and control what you feel before you reply. When you answer back, don’t be too defensive to a point that you aren’t solving the problem.

3. Listen. All reviews are subjective. These are written in different tones, in different styles and in different approaches. Be patient with them. Try to research who wrote the review and what his or her intentions are.

Important: It’s best to delete an unpleasant feedback from a profile without a real name and contact details.

4. Positive reviewers can become your repeat buyers. It feels good to interact with positive people. Positive people also give negative reviews but they back it up with something helpful to you. They help you feel inspired despite of imperfections. It’s for this reason why it’s a best practice to ask if you can include their contact information in your mailing list. Your goal is to earn their trust more by sending useful freebies on a weekly basis.

5. Consider hiring a reputation management firm. Give this idea a green signal if you have the right budget. It does save your time. The firm also protects your reputation from Internet trolls, squatted usernames, false information, fake profiles and competitor attacks.