Managing Your Online Reputation

As Joan Jett famously sang,”I don’t give a damn ’bout my bad reputation.

If you’re amongst the few with this mindset, there’s always room for improvement. One important aspect of social media marketing is managing your online reputation. And that consists of two basic parts:

1) Staying alert about negative feedback
2) Being ready to respond quickly and appropriately

Social Media Monitoring
There are many different tools and services that can keep you updated on what’s been said abut your business. Good ol’ Google Alerts should be the first on your list and it’s also free. Radian 6 and Monitter are a few others that come to mind.

Regular participation on your social media profiles should also help if you get any customer inquires or direct complaints. (Another reason why you shouldn’t just create profiles and let them sit there.) Remember, these are only tools that will help you be more aware of customer satisfaction or dissatisfaction. Crafting a response is another area to focus on.

Choosing an Appropriate Response

When I see a bad review on Yelp or Facebook, it’s always refreshing to see a meaningful reply from the business owner. Unless, it’s something like this: “Why don’t you come in here and say it to my face?”

As verified business owner, you can respond directly to reviews on Yelp, Google Places or Yahoo! Local Listings. But remember, your online reputation and future business is on the line, so it’s probably not wise to blame or threaten the customer. There are many things you can do in these cases but it’s best to take action first – especially before the complaints pile up. You can invite the customer to a more private mode of communication and help fix their problem. You can also apologize for their experience and invite them to try your products/services again. I’ve seen this happen many times with reviews reversed (from bad to good) when customers are offered a second chance.

Brand monitoring is a key function of social media marketing. Don’t let your little problems snowball into a reputation crisis that you can’t avert!

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