Online Reputation Management: A Complete Guide for Business Owners
The reputation of a business or business owner refers to the perception of the audience about them. For an individual or a business a good reputation in the market is the most important factor to be successful.
A decades ago public relation with a business was different. People don’t have opportunities to know more information about the person or products before purchasing and leaving their feedback after using the product or service.
Nowadays the scenario is different, we always check the reviews, quality of services before subscribing any packages or buying any product. That’s why reputation plays a big role to convert a visitor to a consumer.
To maintain a good reputation it is necessary for a business to build a transparent image on social media or other reputed website that provides public feedback and ratings. As well as reviews, a positive discussion among public and published online news are also the key factors.
No one can build a good reputation within a night. It is a long term process that requires a lot of effort to build and maintain. Today in this blog I will be discussing about the procedure to build a good reputation and the steps to recover it if your reputation is ruined in the market. Continue reading to explore more…
How to Build a Good Reputation?
From the starting day of your business you need to think about your reputation.It will be worthy in the end. How good your reputation will be depending on your happy customers. The only thing matters here is your customers experiences and feedback. So be careful to your customers satisfaction. Even satisfaction of your customers is a old theory now. You need to make them delighted for your own sake. Now I am going to share the top 7 tips to build a good reputation.
1. Keep your Commitments:
“WITHOUT COMMITMENT YOU CANNOT HAVE DEPTH IN ANYTHING WHETHER its A RELATIONSHIP, BUSINESS OR HOBBY.”
It is very easy to make a commitment. But it is not so easy to make it happen when the time comes to delivery. Don’t take it as a joke. Before making the commitment think twice. But once you make it do whatever you need to do to keep it. If your delivery or service don’t meets your commitments, your customers never gonna be satisfied.
2. Be Transparent:
Tell them what actually you can do or your service offers. If possible offer them a trial before subscribing or purchasing. It can gain trust of your audience and make them confident. Be honest to your customers.Don’t take advantage of someone’s needs. Otherwise their experience may be bitter and it leads to a bad feedback also.
3. Give Sufficient Support:
Every company is careful to audience until they subscribe their service or buy products. But the support should be continued after the purchasing too. A good communication and technical support can make them familiar with your products. Let, your customers are facing any issue with your product or service and they are trying to reach you out for the fix. If they don’t get any support in this scenario, definitely your impression will be bad in this case. Providing enough support not only builds good impression, you can get returning customer and new customers too that are referred by your old satisfied customers. So, feel them that always you are in their back.
4. Be Consistent and Humble When Replying:
Always be consistent and humble when you are replying even in your bad days. Be careful of your words, a cold reply can flow air in a serious situation. Appreciate all type of comments and assure them that you will try the best to solve their problem very soon. A rude behaviour and inconsistent reply can fade up your customers. And they are most probably leave a negative feedback. And it can spreads quickly than other positive feedback.
5. Focus on Deadlines:
“Sorry, I did not get enough time to complete this task, please allow me some sore days to complete the task”- We all are familiar with this line. This thing is happened due to poor utilization of time. As the delivery time is fixed you should use it properly that’s why you can finish it before the deadline. Even a quality task is ruined if it is not delivered on time.
6. Request for Feedback:
Feedback is the main thing that can grow your product or service. Always request your customers to leave there experience. Different clients have different types of expectations. Accept both positive and negative feedback. Find out the problems, own them, and try to solve as soon as possible. Upgrade the product or services as per the client’s demand. Create a short review link and send it to them through the mail that’s why they don’t need to spend more time finding you on map.
7. Follow your Competitor:
This is the last tips in our list to build a positive reputation of your brand. To explore more ideas you should follow your reputed competitors. Find out the strategy they have used to grow their reputation and you would try those to build yous. As they are already reputed so there is a big chance that their process will be applicable for your brand’s too.
Don’t try to be over smart and trick your customer. Because an honest businessman may take time to be successful but once they are settled, they remains on top for years.
If you can maintain these steps for the very first day, now it’s the time to discover how your reputation is in the market. Well, I am going to share 7 steps to discover or measure your reputation.
7 Steps to Discover Reputation of a Brand or Person:
These are not the universal methods to measure your reputation. But, you can try this to discover easily.
- Search Brand Name/Persons name using “” on Google (Local google search engine if the business/service is based on local).
- Use some negative term with your brand for searching like fake, scam, fraud.
You may search using other words related to the brand with different search operators.
Identify the review websites/directory listing sites that provides user reviews (With ratings and text comments) about the brand from the top search results.
Websites to look out for:
- Glassdoor (Specially for products)
- Indeed (Specially for services)
- Angies List
- BBB (Better Business Bureau)
- Trip Advisor (Specially for food, travel, restaurant)
Use Google keyword suggestion. Probably you have noticed that when you are typing any term on Google search bar, related suggestion to your search term are shown below the search bar. Those suggestions are made from the recent searches by other people and your search history. You can easily get an idea from those suggestions that people are searching positive/negative thing about your brand.
Check the social pages of the brand or person. If the brand or person is on social media then there is a big chance to appear the social profiles for a query about brand name/person name.
Check the reviews and current comments of the social profiles.
Websites to look out specially:
Find out the Forum/Discussion/Q &A sites if there is any on top search result. Check the discussion and answered questions.
Use reverse image search for the person’s image. Check the links where the image is used or tagged. This is very important for websites of lawyers, consultants, medical professionals. Search the mail address & phone number. Find out if someone is misusing it.
Identify the popular blogs from the top search results which are providing information about your search queries. Take a glance at the meta description in the search results. If the writing tone is negative then check the whole blog.
Using these steps you will find both negative and positive feedback/ratings. But when the matter comes to maintain your reputation, as a business owner or 9 to 5 employee you don’t have enough time to finding your reputation by doing manual search every time.
For your convenience here I will suggest some tools that monitor your reputation for 24*7. In web every time your name or brand will be mentioned the tool will notify you. And, you will have a clear idea how things are going in the web about you or your brand.
Top 5 tools to monitor your online reputation:
a. Google Alert:
This tool is a very useful tool provided by Google. Thanks to them, they are providing this great service for free. Many tools use Google’s indexed data to monitor on your specific keywords. As, Google itself providing this service using their database then there should be no doubt about the authenticity of the findings. But there is a dispute too, may be you already noticed that they never show the complete findings like backlinks from search console, ranking keywords etc. Still you can set up Google alert to monitor your reputation, checking the new backlinks of your website or keeping an eye on your competitor.
How to use Google Alert?
- You just need to attach your keywords Like Your Brand name, your name. They will notify you by email daily or weekly as you wish.
- You can change the time frame from the setting.
- By editing the keyword you can filter the source(Like: blog,news,web,video), region, Language of the findings.
Another great tool in this field is Mention. For the maximum mentions(used in web) of your keywords(called as alert in mention.com) you can try this website. They provide a 14 days trial pack before subscribing without any credit card. So, you have a great chance to test their features before paying.
As well as premium packages Mention offers a free plan too. Though the free plan allows to add only one alert. Their most popular plan is the pro plan that is $83 per month. In this plan you can add 5 alerts and get upto 5000 mentions. Check out their full Subscription packages.
How to use Mention?
- Sign up and login to mention.com. From the dashboard create your first alert.
- Select the alert type. Enter the alert name. In the next step enter brand website and social profiles.
- In the next step you can change language setting and enter into the dashboard.
This is another special tool to monitor brand reputation. Instead blog, news, discussion mentions this tool focus mainly on reviews. Reputology monitor reviews on Social media sites, directories,review sites and other employee provided review sites. From there easy to use dashboard you can maintain all your reviews at one place.
Reputology offers three three types of plans. Single location plan starts from $29 per month up to the agency plan $49 per month.
d. Brand 24:
In this site, you will get the opportunity to use a free trail before subscribing. Like the above tools you can get brand mentions on various platforms online. So, lets sign up to test the features…
Pricing of this tool is comparatively cheaper than other websites. Starting plan is $49 per month and you get 5000 mentions from 5 keywords. Professional premium is their most popular plan. Click here for the complete details.
How to use Brand24?
- After signing in enter the phrases that you want to monitor.
- Forwarding to the next step you can select your preferred language.
- Then you can enter in your dashboard. And customize the time period as you wish.
This is the last tool in our top 5 list. It is built for providing content insight and analytics report. Based on different plans you can get alerts,content analysis reports, backlinks, YouTube analyzer, Facebook analyzer etc.
Prices are competitively high than other tools. Because this website provides content analysis, data research ,influencers identification besides brand monitoring. Checkout their plans here.
How to use Buzzsumo?
- Create an account and enter your brand name/website.
- From the monitor section you can get the brand alerts & backlink alerts. Upgrade the plan to avail the full features.
Using the above manual checking steps and tool’s notification you will find both positive and negative feedback and ratings. Now it’s time to deal with them…
Why you Should Respond to a Positive Feedback?
You may think that why respond to positive reviews? Yes, you need to respond to positive reviews too. Appreciate them, they took valuable time to express their positive experience. Say them a thank you for their kind words. Request them to share if they have any suggestions to make your product more workable.
From those positive reviews you can find out specific products or services that make clients happy. Focus those specific services or products when you are running a marketing campaign for your company.
Even there is a chance to promote the new products through positive reviews. You can request them to try the new service or product and share their experience.
Now I am going to share the most important part in this article….
How to Respond to a Negative Feedback?
Did you know that “94 percent of consumers say that a bad review has convinced them to avoid a business.” So you just need to defend those negative reviews in a strategic way before your audience goes back after reading those reviews. It is natural that some customers will not be satisfied as different people have a different expectation level. Don’t take it angrily instead respond them in a witty way.Some negative reviews make a profile authentic too. Here I will share the top 5 ways to respond to a negative review…
i. Say Thank You:
As I write it earlier, you should appreciate both negative and positive feedback. Say thank you and you are very sorry that your service didn’t fulfill their expectation. If the problem is not from your side, still say sorry at first. Time will speak for you. Tell them that their feedback will help you to grow your products or services in the future.
ii. Take Responsibility and Assure them to Solve there Issues:
Maybe the problem is uncommon or unexpected, still take responsibility. Say them thanks for lightning at the issue and assure them you will try the best to fix it as fast as possible. If the issue is unknown then let them know that you are facing it for the first time and please grant some time to find out the solution.
iii. Send Invitation to Contact Outside the Review Website:
A long discussion about the problem on a review section doesn’t looks good.So it’s better to move the chat offline for further discussion. Provide your email address or phone number in review response. Request them if they can contact via your email or call directly. It will be more easy for both of you to continue the discussion.If the problem is solve, request them to edit their review.
iV. Avoid Generic Response:
A customer who has already a bad experience with your service will never expect a generic response. Instead they will wait for an individual response for his concern. Don’t send them “Dear customer” or “Hi there”. In the maximum website at least the first name of the reviewer is available. So it is advised to use their name and respond to them for their specific concerns.
v. Request them for a Second Chance:
Don’t close the door forever. Ask them if they can give a second chance to prove you again. Maybe you upgraded your products and services after getting some bad feedback or the problem happen unexpectedly for the first time.
Besides these two types of review there exist fake reviews too. And,it is the most annoying review. Maybe your competitors can do this to degrade your good reputation or some unknown spammer can do this too.
In this scenario you need to do two things:
- Respond to the Fake Review
- Do the Necessary Steps to Remove them
How to Respond the Fake Review?
Though it is not the solution to remove a fake review. But it is necessary to respond to show the other audience that the complaints are fake.
Write that you don’t found their name on your customer database. Please prove that you purchase or subscribe our product or service. Then you will take further steps to make the things right.
After responding to the fake reviews it’s time to take action for removing them. Here, I am writing the required steps for some great review website’s:
How to Remove Fake Reviews from Google My Business?
According to a recent survey “, 63.6 percent of consumers say they are likely to check online reviews on Google before visiting a business — more than any other review site”. So removing fake reviews from GMB is the most actionable thing you need to do.
Step 1: Mark the Review as Flag:
- Sign in to your GMB account.
- Find out the review which you want to mark as a flag.
- On the right side you will find a three-dotted button.
- Click the button and another pop-up button will be visible named “Flag as inappropriate”-Click it to mark.
Step 2: Enhance The Process:
Only flagging the review and sit back tightly is not going to work faster…try these steps to get results earlier…
- Open Google my business account.
- Open need more help option.
- Click on the customer review section.
- Mange reviews.
- You will find three options: Email, Chat, Direct call.
Contact them as you wise among these three options. After all these actions if the review is still there then please consult with legal professional and submit a legal request to Google.
How to Remove Fake Reviews from Facebook?
Do you know these interesting stats about Facebook:
- Facebook has 2.46 B monthly active users among them more than 1.5 B visits Facebook daily.
- It has more than 60 M active business pages.
- The most interesting fact is that one out of three Facebook user like to read reviews and recommendations on Facebook.
That’s why maximum business owners now trying to reach their targeted audience through Facebook. So, it is necessary to maintain a clean review profile.
But, things always not happened as you wish. Like other platforms, spammy reviewers are here too and you need to deal with them.
A bad review on top can spoil a well-rated and recommended page. Removing a fake review is not easy and it takes longer. But if your page has a lot of fake reviews the first thing you need to do is hiding the review section until the fake reviews are got deleted by Facebook.
Follow the below steps to hide your review section:
- Open your business page and click on setting.
- Go to the left side menu bar and click on “templates and tabs”.
- Open the review setting.
- Off the show review button.
How to delete a bad review?
Like Removing fake Google reviews the first step is same here. But if the review doesn’t promote violence, nudity or hate then it will take longer to be deleted. The only thing you can do here is to report the review and waiting for the result. Unfortunately there is no way to enhance the process.
Step 1: Open the business page and click on reviews.
Step 2: Find the review that you want to report. Click on the three dotted button beside the review.
Step 3: Click on “Find support and report recommendation”. Select a valid reason to report the review.
Step 4: Continue to the next step. If you think the review is against the Facebook community guidelines then report the post too.
How to Remove Reviews from Yelp?
For reading review users like this huge directory too. As on today this website has 2.26M traffic per month. Now you can guess that how much popular this website is. So, for every business owner want to maintain a good review profile in Yelp. But spammers are everywhere and you need to get rid of their reviews. Follow the below steps to remove those fake reviews…
Step 1: Login to the yelp listing account. Find the fake review and mark it as flag. The flag sign is available below the right side of the review.
Step 2: Choose a relevant reason to report the video and submit.
Their moderator will review your response. If the review violates yelp’s guidelines then they will remove the review. But if you got the mail that the review is not deleted then you can take the matter to court. After the final judgement of the court you can contact their support team through this form.
How to Remove Glassdoor Reviews?
As an employer or company’s owner about this platform. Glassdoor is the largest platform depending on visitors that provides job reviews. An employee can maintain his/her anonymity when leaving review. That’s why employees can express their views without fear. So maintaining a company’s reputation in Glassdoor is very important. You may follow this below steps if you receive a fake or defamatory review :
According to Glassdoor support you can do this things to deal with the bad reviews:
Step 1: Make the review as flag:
Find out the negative reviews and make them flag. In the text box you must explain(Within 1500 character) the reason to flag it. Though every review is published through under review still Glassdoor moderators will take a second look at the review. If they found any fake employee or content that is against the guidelines then they will remove it. Though they will not tell you the identity of the employee.
Step 2: Respond as fast as possible:
Glassdoor allows only employers to comment on an employee’s review. Until the review is not removed you should respond and tell the truth in your feedback. In this way, you can keep your good impression to other readers.
Step 3: Increase the Number of good reviews:
To counter the bad reviews you should focus on more positive reviews. From your employer’s account you can download an email template for submitting reviews. Send the email to your employees and ask them to leave there experience with the company. As a result, you will get a good number of positive reviews.
Step 4: Legal Help:
After the second moderation if the review is still not removed then you may seek legal help.
How to remove Yellowpages Review?
With a 15 M monthly visitor Yellowpages is becoming one of the big business directories. Like other big directories YP provides verified business’s Address, Phone Number, Email, Working hours and coupons. If your business is listed in YP then the URL can appear on Google first page based on your brand search queries Because of the the huge authority and popularity of this site. So you don’t ignore your bossiness profile reputation on Yellowpages.
How to remove Negative reviews from Yellowpages?
1st Step : Login to your YP account.
2nd Step : Find out the bad or fake review that you want to delete.
3rd Step : After flagging it enter your email and the reason in the below box and click submit.
Within some days you will receive a reply from YP support regarding to the review deletation. Good news is that the process takes less time to complete than other websites.