4 Reasons to Know What Customers are Saying About Your Business

Word of mouth spreads fast over major review sites and social media networks. While some large organizations may find the task of managing their online reputation across the social web a serious challenge, it would be foolish to ignore it.

Customer feedback not only gives you insight into operational or personal issues; it can also surface your locations’ stellar service.

4 Reasons to Know What Customers are Saying About Your Real Estate Business

If you’re not sure why monitoring online feedback is important, here are four reasons your business should pay attention to online reviews.

1. Reviews are a Gateway to the Mind of Your Customer

Reviews are one of the best ways to understand your customer’s experience.

Consider this: customers only leave a review when they’ve had an excellent experience or a highly negative one. When someone takes time to write a review, it deserves your team’s attention.

Feedback helps your business identify areas that need attention or improvement.

2. Online Reviews Drive Purchasing Decisions

Prospective customers use online reviews to help them choose a doctor, buy a car or select a real estate agency to sell their property. Online reviews are the first place customers look when deciding whether to visit your office or your competitor’s.

No amount of advertising can make up for a bad online reputation, so make sure you’re systematically asking all your customers to provide an honest account of their interaction with your business.

4 Reasons to Know What Customers are Saying About Your Real Estate Business

3. Ignoring Reviews Costs You Customers

When a past customer leaves a bad review that wasn’t addressed by your team, prospective customers may get the impression that customer service isn’t one of your business priorities.

Respond to negative reviews promptly, and work with the customer to solve issues quickly.

If you wait too long to respond, your chances to resolve the issue — and receive a positive review — diminish.

4. Responding to Feedback Enforces Brand Loyalty

When you respond to an online review, you signal to the customer that they’re more than just a number in your company’s ledger.

By engaging your customers on review sites and social channels, you demonstrate their experience is important to you, which creates strong customer loyalty for your brand. It’s much more likely that the next time they are choosing between you and your competition, you’ll come out on top.

We recently worked with a Property Manager that had a couple of 1 star reviews, with very negative comments.  Unfortunately the Property Manager was unaware of these reviews until a new client said that they were a bit scared of using them and told them about the bad reviews.  Who knows how many other potential clients were lost due to not being aware of what people are saying about you online.

 

If you would like to have exposure by design  run a 2 month Reputation Build program check it out here.  This program is designed to establish you as one of the best in your town or region. Check it here.

Reputation Management

Other Reputation Management Articles for you to read:-

5 Common Mistakes to Avoid when Requesting Reviews

How your Poor Online Reputation can be Hurting your SEO

3 Ways Bad Online Reviews Are Ruining Your Business

10 Dos and Don’ts for Developing a Solid Review Requesting System

5 Steps for Property Managers to Improve Your Online Reputation

Adapt or Die: The Power of the Reputation Economy

5 Common Mistakes to Avoid when Requesting Reviews

There’s a right way and a wrong way to ask consumers for online reviews.

It’s unwise to try to game the system by flooding review sites with fake, effusive reviews in order to boost your online reputation. And, even though positive online reviews can boost your business’ online profile, be aware that when you solicit reviews from loyal consumers, you have little control of the outcome.

If you try to influence the opinion, you could damage your credibility with your consumers.

So, when soliciting consumers for reviews, be sure you don’t make these common mistakes that could cost you your reputation.

5 Common Mistakes to Avoid when Requesting Reviews

Mistake 1: Asking All Consumers at Once

When too many reviews appear over a short period of time, readers sometimes get suspicious. Remember, part of gathering reviews is building trust. Instead, make it a part of your business practice to ask for reviews periodically so that you will receive a constant trickle of feedback.

Mistake 2: Asking for a Good Review

Consumers don’t want to feel as if they’ve been manipulated. In fact, you’ll foster trust if you ask them to give their honest opinion. This makes them more likely to put effort into the review and to write something positive.

Mistake 3: Spamming Consumers

It’s best to ask for reviews by email or send occasional short, polite messages and leave it at that. Badgering consumers is a sure-fire way to generate negative reviews.

Mistake 4: Giving Consumers Canned Reviews

If all of your reviews have the same or similar wording, readers will treat them as spam and ignore your business. Reviews should be written so that they truly reflect the person’s genuine opinion of your business.

Mistake 5: Paying Off Consumers for Reviews

Paying (or Incentivising) consumers for reviews will get your business banned from review sites.

Google may choose to de-list you. Building a stellar excellent online reputation takes a bit of time but if you do good work, you will see results.

The best way to capture more positive online reviews is to approach your most loyal and happy consumers directly.

Make it easy for consumers by including direct links to each review site on your website, emails, or other forms of communication. If you handle requests in the same manner you would customer service, there’s a good chance you’ll reap the rewards.

 

If you would like to have exposure by design  run a 2 month Reputation Build program check it out here.  This program is designed to establish you as one of the best in your town or region. Check it here.

Reputation Management

Other Reputation Management Articles for you to read:-

4 Reasons to Know What Customers are Saying About Your Business

How your Poor Online Reputation can be Hurting your SEO

3 Ways Bad Online Reviews Are Ruining Your Business

10 Dos and Don’ts for Developing a Solid Review Requesting System

5 Steps for Property Managers to Improve Your Online Reputation

Adapt or Die: The Power of the Reputation Economy

5 Steps for Property Managers to Improve Your Online Reputation

As a Property Management business your online reputation is vitally important.  It is how you generate leads from people before you have even spoken to them directly.

Now of course the best way to maintain your company online reputation is to be a good property manager that your clients love, but sometimes there may be one client unhappy with the level of support provided, which is why you need to manage your reputation online.

Most people refer to Google (or the internet) for just about every question that they have these days.  This includes questions about property managers.  The network of websites online has now become the encyclopedia most people open in search of the answers to their queries.  Because of this fact, much of what the internet tells them is what they take as the truth, including what it says about your property management business.

88% Of Consumers Trust Online Reviews As Much As Personal Recommendations

– BrightLocal

This is why it is important to implement a strategy designed to improve and maintain your online reputation.

5 Steps for Property Managers to Improve Your Online Reputation

Step 1:

The first step is for you to determine the definition of your Brand and what it stands for.  Ensure that your online persona accurately reflects what it is that sets your business apart.

When you brand yourself you are defining your business for the public, which helps them to understand what your property management business is like and how you can help them.

To help you to define your company , ask a few questions, like “What do I want my company to be know for?”  “What is the value that I create for my clients”  “What are our core skills?” and “what do we do that it better than all of our competitors”

Step 2:

Identify what your online reputation looks like now.  Even if you are unaware of it, it is still likely that there are currently reviews about your business online right now.  Hopefully they are positive, but they may be negative as well.

In fact the nature of the Property Management role is one where sometime people may not be happy with you, and that can lead to negative reviews online.

So be mindful of what your business’s online brand looks like.  Google your business name and see what comes up, this becomes the starting point for you and you should work towards improving it.

On an ongoing basis establishing a Google Alert for your business, will be your best friend, as it will track all mentions of your business online.  Go Here to Learn how to set up a Google Alert Here

5 Steps for Property Managers to Improve Your Online Reputation 5

Step 3:

Control (or own) your online brand.  It is important for you to claim all of your online business that you are entitled to.  Some of the key social media accounts that you should set up include:-

Facebook Page

Google Business Page

Twitter Account

LinkedIn Company profile

Instagram

Pinterest

YouTube

Once you have established these accounts they can be interlinked with each other and then have them link back to your website or blog.  This helps from a Google Search results perspective and will push you up the search ranking.

Once you have these social accounts set up, you can start interacting with your customers on a personal level and sharing information about your company.  It is important to consider your branding with these accounts and ensure that you have a consistent look and feel across all platforms.

Each Social Media account will allow you a profile section.  This is an important opportunity for you to tell people what your business is about.  You can even include keywords in the profile that will help you be found in “Google searches”.  Finally include links back to your website so that people can visit easily if they want more information about you.

Step4:

Build a positive online profile.  The most important thing that you can do in managing your online reputation is to continually build on your brand.  The beauty of building your online brand is that you are helping from an SEO perspective and improving your search rankings.  So 2 great results.

Reviews are the first way that you can grow  your online reputation.  Probably the most important reviews that you can get is on your Google Business page.  Because it is a Google page it will show up in the search results and more positive reviews will push you higher.

5 Steps for Property Managers to Improve Your Online Reputation 5

Facebook also allows you to receive reviews from customers.  As Facebook is probably the most social place on the internet, these reviews hold a very high standing in the Facebook users mind.

The other place that we would encourage reviews is on your LinkedIn profile.  It is a great way to build a solid online reputation as real people can make real reviews and recommend you for your skills.  As it is a real person that has a LinkedIn account their photo will show up and this leads to an excellent level of authenticity.

In our next blog post we will discuss ways that you can help your clients to provide reviews.

The other way to prevent bad reputation webpages from ranking as your brand is through regular blog posts on your website.  Search engines simply love blogs.  A regular blogging regime will rank well and have powerful leverage for your business, should a negative article be published.

5 Steps for Property Managers to Improve Your Online Reputation

 

Step 5:

Fixing any damaging content relating to your business.  We call this cleaning.

Once the damage is done, and you don’t have any ammo to fire back with, you need to contact a Reputation Management consultant like eighty8two immediately you identify the problem.

Other steps that you can take include:-

  • contacting the owner of the negative article or review and asking if it can be pulled down
  • if it is against the law or possibly slanderous, contact any relevant government body or a lawyer.
  • ask Google if the site can be removed from their index, if it breaches one of their rules.

Unfortunately these steps will only rarely work for you. So a campaign to build your reputation will need to be executed for several months to push the offending negative article down the rankings.

The real trick is to have a rock solid online reputation before you get a negative comment.  That will mean it will already be buried under the weight of all the positive results online. Remember the Coral Sea Property Services (above image) Google reviews, 46 with an average of 4.6 out of 5.  Now 1 bad review is not going to hurt them very much at all.

Unfortunately most property management businesses only look for Reputation Management services when the damage has already been done.  Don’t let that happen to you, build the foundations of your online reputation today.

 

If you would like to have exposure by design  run a 2 month Reputation Build program check it out here.  This program is designed to establish you as one of the best in your town or region. Check it here.

Reputation Management

Other Reputation Management Articles for you to read:-

4 Reasons to Know What Customers are Saying About Your Business

5 Common Mistakes to Avoid when Requesting Reviews

How your Poor Online Reputation can be Hurting your SEO

3 Ways Bad Online Reviews Are Ruining Your Business

10 Dos and Don’ts for Developing a Solid Review Requesting System

Adapt or Die: The Power of the Reputation Economy

How your Poor Online Reputation can be Hurting your SEO

People turn to Google 3 billion times a day for answers —  that’s over 1 trillion queries a year.

It’s a reliable, trusted source of information for people looking for companies. So why aren’t more businesses taking full advantage of a tool so many use?

Search Engine Optimisation (SEO) sounds like confusing marketing-speak to many businesses. However, when done correctly, good SEO ensures that your business shows up high in search results pages (aka “SERPs”). Of course, having a high placement in search makes your business look more attractive to potential customers. And now, online reputation — as defined through reviews, social media, blogs and more —  is the engine fuelling location-based SEO.

In short: Local SEO matters.

As a business, you must capture one of those first five search results —  at a minimum —  to help customers easily find you online.

Our research shows that the first 10 reviews can move a business from the second page of search results to the bottom of the first. What’s more, just 50 reviews result in a nearly 266 percent increase in click-through rate.

Other research shows that nearly 68 percent of people clicked on one of the first five results on that first page. (In contrast, just under 4 percent of people checked out the remaining five links in the top 10). The data is compelling: Keep moving up in search results or risk becoming invisible to the people you’re trying to reach.

How your Poor Online Reputation can be Hurting your SEO

 

As Google describes it here, more positive reviews and a better search rank improve local search visibility. As a result, businesses showmore prominently on Google Maps. This is significant given that millennials are three times more likely to use Google Maps to research local businesses than boomers, and this trend is accelerating.

How Can Your Online Reputation Improve Your SEO?

We all know that search engines, such as Google, frequently change their algorithms and keep most of the intel on how they rank sites under wraps. Even the greenest entry-level marketer understands that popular websites which receive lots of clicks, and are connected via numerous links from other reputable sites, are accorded better positions in search results.

How your Poor Online Reputation can be Hurting your SEO

Which of these Reputations would you Like?

The most Important review site for Search Engine visibility is your Google Business listing.  This is what drives the star ratings as well as your location of the Google Maps.

These new positive reviews will not only drive up your company’s search ranking, but also help prospective customers decide to do business with you and not your competitor.

If You Build It, Good SEO Will Come

In order to build review volume, take the following steps:

Step 1) Get over your fear. Sometimes companies are reluctant to ask for public customer feedback out of concern that it will be negative. In actuality, you’ll see some negative feedback, but your neutral and positive reviews will typically far outweigh it.

Step 2)  Make it very easy. Mobile surveys can capture review feedback at its freshest. You can also send emails asking for review feedback and include links to the review sites that are the most relevant to your business. Invite customers to leave a review with careful language and a flow that is optimised for mobile users.

If you don’t get a response on your first try, we encourage you to follow up twice (but no more).

Step 3) Ask in person. After your company has delivered a service, ask the customer to please consider leaving feedback on key review sites and explain why it matters. Most satisfied and neutral customers won’t proactively review you —  so they need a nudge to get going.

Remember, online reviews serve a dual purpose. First, authentic feedback from others helps prospective customers decide if they’d like to do business with you. Second, the more reviews you get, the more you’ll rise in search and local map results, which enables more customers to find you.

 

If you would like to have exposure by design  run a 2 month Reputation Build program check it out here.  This program is designed to establish you as one of the best in your town or region. Check it here.

Reputation Management

Other Reputation Management Articles for you to read:-

4 Reasons to Know What Customers are Saying About Your Business

5 Common Mistakes to Avoid when Requesting Reviews

3 Ways Bad Online Reviews Are Ruining Your Business

10 Dos and Don’ts for Developing a Solid Review Requesting System

5 Steps for Property Managers to Improve Your Online Reputation

Adapt or Die: The Power of the Reputation Economy

10 Dos and Don’ts for Developing a Solid Review Requesting System

Now days, Online endorsements play a critical role in your company’s reputation and financial success.

However, it isn’t enough to deliver great client experiences and outcomes. You must ask your clients to review you.

10 Dos and Don’ts for Developing a Solid Review Requesting System

Here are 10 dos and don’ts to help you develop a system for generating and monitoring online patient reviews.

1.) Do: Claim and complete your review profiles

There are many review sites where potential clients go to get information, such as Google My Business, Facebook, Rate My Agent, and even realestate.com.au.

Claim your listings on as many of these sites as possible. Make sure all information is accurate and consistent across all sites and edit your listings to include a brief business profile, photos, office hours, lists of services and other extras.

2.) Do: Routinely ask your patients to write reviews

If past clients have articulated how pleased they are with the care and service you provide, ask them to submit an online review that speaks to their positive experience.

The most trusted reviews are the ones that provide details. Both clients and search engines want to see you’ve earned accolades for your service and care over a period of time.

3.) Do: Make your review request personal

However you request reviews — by snail mail, email or in person, let your clients know that you value their honest feedback. This review will ultimately help you improve your services and care.

4.) Do: Monitor your reviews

Client reviews tell you a lot about what your clients think about the quality of your service. Without continual and thorough monitoring, you’re left with a serious blind spot.

You can mine this wealth of client experience data to uncover and address recurring quality of service, care, communication or marketing issues, to name a few.

10 Dos and Don'ts for Developing a Solid Review Requesting System

5.) Do: Mention reviews in your client-facing materials

Add those positive reviews to your own website and social media pages. Link reviews back to their original sources. Loyal clients who read these reviews may be inspired to add their own.

6.) Don’t: Send out review requests all at once

It’s important to generate client reviews on a scalable and scheduled basis, not all at once. The power of reviews is cumulative.

7.) Don’t: Solicit or publish fake reviews

Never offer your clients an incentive to write a review or create testimonials. This is unethical and could potentially drive away clients. In fact, review sites are becoming more savvy about false reviews and may remove them.

8.) Don’t: Ask disgruntled clients to review your organisation until you’ve resolved their issues

It’s wise to resolve issues prior to requesting a review. Once the issue is resolved, you can request that the client write a review about how you addressed the problem. Often your fiercest advocates are initially unhappy clients whose problems you’ve solved.

9.) Don’t: Ignore negative reviews

Negative reviews can put your reputation on the line. But you can control the outcome. Your best defence is a good response.

Clients want to see how you handle the situation when things go wrong. If appropriate, offer to handle the issue offline.

10.) Don’t: Try to remove negative reviews

If you can’t resolve a clients’s issue and turn a negative review into a positive one, let it go.

Attempting to remove a negative review can aggravate the situation and lead to additional negative comments. Focus instead on building a wealth of positive reviews.

We have found that the more 4 and 5 star reviews a business has the less like it is that a negative review will be posted.  Even someone with a complaint doesn’t want to look foolish if they are saying you are no good, but 25 other people say that they love you.

Your best defence is to build the positive reviews first.

 

If you would like to have exposure by design  run a 2 month Reputation Build program check it out here.  This program is designed to establish you as one of the best in your town or region. Check it here.

Reputation Management

Other Reputation Management Articles for you to read:-

4 Reasons to Know What Customers are Saying About Your Business

5 Common Mistakes to Avoid when Requesting Reviews

How your Poor Online Reputation can be Hurting your SEO

3 Ways Bad Online Reviews Are Ruining Your Business

5 Steps for Property Managers to Improve Your Online Reputation

Adapt or Die: The Power of the Reputation Economy

3 Ways Bad Online Reviews Are Ruining Your Business

Online reviews and ratings are inescapable on review sites and in search results. And no matter how much you spend on marketing, the more past customers have aired their grievances about your business online, the harder it is to attract new ones.

3 Ways Bad Online Reviews Are Ruining Your Business

Here are three ways that organisations repel customers — and what to do about it.

1) Underestimating How Ratings Influence Behaviour

According to an E-Tailing Group report, 92 percent of internet users read product reviews and 89 percent of people say that reviews influence their purchasing decisions. A potential customer who stumbles upon negative ratings and reviews is probably going to head straight for your competitor.

By deploying Online Reputation Management, you can get alerts about reviews that have been posted and plan a thoughtful response to negative reviews. What’s more, as you directly address issues, customers often upgrade their ratings and reviews.

2) Letting Reviews on Social Media Get Out of Control

Social media, especially Facebook, is also a major resource that customers often use to find your organisation. Your star ratings are prominently displayed on Facebook and Google, so it’s important to actively manage, monitor, and respond to reviews on these channels.

Engaging with customers on your company’s social channels builds local advocacy, brand affinity, and will drive customers back to your location.

3 Ways Bad Online Reviews Are Ruining Your Business

3) Ignoring Negative Reviews

Don’t ignore negative reviews. The reviewers may have actually done you a favour. Now you know what the problems are and how to fix them.

Demonstrating your commitment to improve quality of service delivers better reviews, more traffic, more sales, and ultimately, an increase in revenue.

Putting a solid Online Reputation Management program in place will lead to improved customer service, operational improvements, and online ratings and revenues that drive business results.

 

If you would like to have exposure by design  run a 2 month Reputation Build program check it out here.  This program is designed to establish you as one of the best in your town or region. Check it here.

Reputation Management

Other Reputation Management Articles for you to read:-

4 Reasons to Know What Customers are Saying About Your Business

5 Common Mistakes to Avoid when Requesting Reviews

How your Poor Online Reputation can be Hurting your SEO

10 Dos and Don’ts for Developing a Solid Review Requesting System

5 Steps for Property Managers to Improve Your Online Reputation

Adapt or Die: The Power of the Reputation Economy