There was a time when small businesses could become the talk of the town because of word of mouth. Things haven’t changed much regarding the effectiveness of the customer experience. Social media has simplified sharing and has given wings to complaints.The speed with which a small business might find itself in a quagmire of a bad reputation is instantaneous!
Social media is unlimited in its scope, and any tweet or post may go viral at any time. Small businesses might find it hard to weather without an online reputation management (ORM) firm smoothing the waters for them. It should be a crime for companies not to hire an ORM firm. But things can become even worse when businesses believe in the ORM myths and go on accordingly.
We gather some of these myths below, so small business owners like you won’t continue believing them to be true:
1. It is impossible to control anybody’s reputation online
We cannot tell you to be out thereand convinceany dissatisfied customers to avoid writing reviews. Because that won’t work.Instead, as we mention below in detail, you should respond to such reviews in the rightmanner. A quick response rate to a complaint gives small businesses like yours an edge. So does having feedback sensitivity. An ORM expert can guide you on how to approach matters such as these. Mitigate the damage, which an ORM business can do much faster and more effectively. Leave the rest to them.
2. I’d rather make sure I have no reputation than risk having a bad one
You may think that having no reputation is a good thing; your potential customers won’t. They will find the absence of reviews and comments suspicious!Your brand might come across as shady because the modern customer relies on reviews.
3. I will simply delete the negative reviews
Once a negative review is written by an unsatisfied customer for your business online, it sticks. You may even come acrossexpertswho claim that they can delete all your negative online reviews. Stay away from those charlatans!
Firstly, in most cases, you won’t be able to remove negative reviews– neither will they. Secondly, even if you could, a negative review that disappears will give the wrong impression to your existing and potential customers! Thirdly, say the reviewer is your competitor who is making patently false claims. The best way of dealing with it is not removing it, but flagging the review. Once the review platform looks at it, they will remove it themselves. Finally, if a customer left that review, gird up, and respond to it!Acknowledging your mistake and then taking steps to make up for it will do more to improve your reputation than ignoring the review.
After the corrective measures, hire a capable ORM company and let them take care of things!
4. I am not a big enough fish to worry about my reputation
If you think your business is too small to have a reputation, it is likely that you aren’t using localized SEO either. With local SEO, small businesses may promote their services or brand to the target audience located within theirarea.When you optimize your pages in this way, it is easier for consumers from the local market to find you.
So, you depend on this section of the market for business. Imagine what not having a reputation management expert means on both local and influential review sites, such as Yelp. About82% of consumers give high regard toa store according tothe opinions expressed in the reviews on Yelp!
5. I should be focusing on customer service instead of ORM
Small Business Reputation Management is closely linked tocustomer service. That’s because your business’s reputation will depend on the kind of customer service you provide.Thus, both processes should work hand in hand.
6. Customers don’t want to write reviews
The algorithm on review sites, such as the TripAdvisor Popularity Index rank businesses on the quantity and freshness of their reviews. Thus, recent positive reviews are also very important.
As a small business owner, you might think you can’t make customers write a review. You can’t, but you can askthem. Can’t you? By simply training your staff to ask guests for their feedback after every successful interaction, you make a review more likely to happen. They can gently suggest to the guests that reviews are appreciated.
However, there are other solutions with much better results. Instead of waiting for the customer to write down a review, small businesses can useautomated post-stay solutions.One of thembeing the Revinate Surveys that guests receive after they have checked out. It improved the ranking of hotels by 70% on the TripAdvisor Popularity Index!
7. I don’t have that many reviews to build a great online reputation
Small businesses, particularly those that have just started, might not have many reviews. But that’s okay because some detailed positive reviews could help jumpstart their good reputation.They will also get you more customers. After all, more than88% of potential customers need less than 10 reviews to form an opinion about a business.
Therefore, it is good that you encourage your customers to review your business. Also, make sure at least a few detailed and recent ones end up online!
8. ORM doesn’t translate into sales
This misconception is connected to posting on social media. Certain businesses thinkthat focusing on ORM – and social media — won’t result in any sales. We say that it willdo wonders for two reasons. Firstly, by remembering that your customer is more than a way to make a sale, your posts on social media can cement your relationship with them. Secondly, loyal customers won’t just bring their own business; they will also advocate your companyat every chance they get. According to DDB Worldwide, 78%of their survey respondents said their purchase decisions were influenced by the posts of a company. Do you still doubt the importance of this connection?
A positive online reputation is crucial for the success of a small-sized business. You need the expertise of an ORM company to ensure your product/service receives only positive word-of-mouth. This will boost your credibility and trust with not just the existing customers, but also bring in new ones!