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Online Reputation Management
John R Ramos • May 4, 2020
The reality of the Internet is that very few prospects will ever care to find out who you are deep inside as an organization, business, or individual.
Most of us will make snap decisions based on a glance at our online reputation.
It does not matter if your online reputation or brand is accurate or not.
Monitoring and managing your online reputation have recently become just as vital as any other marketing you may be doing.
There is a term in the marketplace that you may or may not know, “Online Reputation Management”. It’s a term you must embrace. Under the old rules, if you upset a customer, we were all told to expect that they would tell seven of their friends. Concluding that an the occasional upset customer was acceptable and expected, but certainly not potentially devastating.
Now things have changed. If someone has something bad to say about you, their comment could be posted semi-permanently on page one of Google for months or years. At first, it may seem insignificant because after all, it may be one unsatisfied customer but what you need to keep in mind is that hundreds or even thousands of potential customers may see it. Search engines are used intensively nowadays to get to know industries, people, or businesses that someone is considering doing business with and, like it or not, your business, name, and/or an organization is on the list of those that will be impacted. This will get worse before it gets any better because on Google, bad news floats.
The stakes are high. The truth of the matter, not many people will take the time to investigate the background of the news that is being posted. They believe in the negative and move on.
But I am here to tell you that if you are proactive, you can manage your online reputation whether you are a small or medium-sized business, and of course, it applies to any large company.
In my firm, The JR Solutions, we have provided marketing services to quite a large customer base for the past 6+ years with our name and business name proudly attached to every transaction.
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So you may be asking, is it possible to keep a large customer base 100% happy all the time. The answer is a clear NO – it’s next to impossible. No business is perfect.
The realistic goal for your business should be to fix every problem fast and allow no one to become so upset that they post glaringly negative things about you online. On the occasion where a situation gets away from you, you need to be prepared to combat the negative comments strategically. It is possible to manage your reputation through a large number of transactions and customers even if you have only a tiny staff.
One excellent strategy to prevent or keep at bay any type or escalating bad reputation is to intentionally flood the Internet with good news and testimonials about you and your company. This will help in having any negative news from spreading too much. You may need assistance from loyal customers, as long as it is done ethically.
Bottom line:
The network of potential this era of instant online relationships and limitless information customers today can spread the word to unimaginable numbers of potential prospects if you'll just give them a good reason.
Virtually every customer has a megaphone!
I realize that we are in the middle of a pandemic and every one of us is trying to reinvent the wheel. The network of potential contacts that your customers are all part of is unlike anything we’ve ever seen in business and is growing at an unimaginable pace. Because we are in the middle of an unprecedented situation, we must find creative ways to rap into the pool of prospects that are directly connected to your current customers.
It’s no longer good enough just to be good at what you do. To supercharge your online reputation you must proactively encourage your customers to spread the word.
Here are a couple of ideas:
- Have a laptop or iPad on hand in your business lobby or waiting room and post a sign nearby that reads, “Free Internet access. All we ask in return is that you tell your friends about your experience with us today on your Social Media channels”
- In every e-mail or correspondence you send out, ask your customers to send you stories of success with you your company online
- Ask your customers to send in any pictures they may have of their experiences with your business
- Hold a contest and publish it on YouTube
- Have promotional products, especially a t-shirt with your company logo on it, and just give it away.
Bottom line: Don’t give yourself a review.
Always review all postings about your business. If you see something negative, address it. It shows that you are aware of the situation and that you will be taking steps to rectify the issue if any.
So now you know a little bit about Online Reputation Management.
And as always, I hope that if you find this article of value, that you would share it on your social media platforms.
Please let me know if there is anything that I can be of assistance with your marketing. You are certainly welcomed to reach out to us if you want to have a free ½ hour consultation.
If you have a topic you'd like us to cover, email us at john@thejrsolutions.com. We would be very happy to try to accommodate your request.
POST WRITTEN BY
John R. Ramos
The John Ramos Blog
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