Welcome to your ultimate guide on small business reputation management, where we’ll spill the deets on everything from gauging your current standing to whipping your online image into shape. 

Whether you’re running a landscaping business, a spotless cleaning service, or any business aiming to stay on top of the competition, mastering small business reputation management is your ticket to transforming a crisis into a success story. 

Ready to turn your reputation into your secret weapon? Let’s dive in and unleash your business’s true potential!

The Importance of Reputation Management for Small Businesses

Reputation management is key for any business, but it’s especially important for small businesses. With all the PR nightmares out there on TikTok and X, it is becoming very apparent that our online presence significantly impacts how potential customers perceive our businesses. 

What we’re trying to get across is that good reputation management habits can lead to increased trust and customer loyalty, while a poor reputation can drive customers away. You don’t want that, and we don’t want that for you. So, let’s look at a few ways proactive small business reputation management is worth doing:

Key Benefits of Proactive Reputation Management

Improved Customer Trust

One of the great benefits of reputation management are customers are more likely to trust businesses with positive reviews and a good online presence. 

For instance, a small bakery that consistently receives praise for its delicious pastries and friendly service is more likely to attract new customers than one with mixed reviews.

Increased Visibility

A strong reputation can improve your search engine ranking on sites like Google and Bing, making it easier for customers to find you. 

For example, a solar panel installation company with numerous positive reviews on Google is more likely to appear in the top search results when someone searches for “best solar panels near me” versus a contractor that has only a handful. 

Competitive Advantage

We get it, standing out in a crowded market can be very challenging, but a well-managed reputation can give you the edge you need.

Imagine two nearby yoga studios: one with glowing reviews about its serene environment and experienced instructors, and another with no reviews at all. The studio with positive feedback is definitely more likely to attract new clients.

Also see: Reputation Management Examples

Understanding Your Online Presence

Before you can manage your reputation, you need to understand your current online presence. Conduct a comprehensive audit to see what customers are saying about you and where your business appears online. Here’s where you should start:

Steps for Conducting an Online Audit

Step 1: Search for Your Brand

Look up your business on major search engines like Google. Pay attention to search results, the Knowledge Graph, and the People Also Ask sections. For instance, a search for “Joe’s Pizza” might reveal reviews, social media profiles, and even mentions in local news articles.

Step 2: Check Review Sites

Visit popular review platforms like Yelp, Google Reviews, and industry-specific sites to see what customers are saying. 

A local dental practice might find reviews on health-focused listing sites in addition to Google and Yelp.

Also see: Mastering Reputation Management for Dentists

Step 3: Monitor Social Media

Analyze your presence on social media platforms like Facebook, X, and LinkedIn. See how often your business is mentioned, shared, or reviewed. 

For example, a boutique clothing store might find that their Instagram posts are frequently shared by fashion influencers multiple times a week.

Step 4: Use Monitoring Tools

Utilize tools like Google Alerts or Broadly’s reputation management services to keep track of online mentions. These reputation management tools can notify you whenever your business is mentioned online, helping you stay on top of your reputation.

Establishing a Strong Online Foundation

Building a strong online foundation is essential for effective reputation management. Start by claiming and optimizing your business profiles on major platforms.

Key Steps Establishing a Strong Online Foundation

Step 1: Claim Business Profiles

Ensure you have claimed your profiles on Google Business Profile, Bing Places, and relevant social media accounts like Facebook. 

For example, people love photos of baked bread and desserts, so a local bakery would benefit from prioritizing profiles on Instagram, Yelp, Facebook, and Google Business Profile to engage with customers across these different platforms.

A Legal Practice, on the other hand, would probably benefit from maintaining a listing on professional sites like LinkedIn.

A roofing contractor? They should make sure to have their business listed prominently on Angi.

Step 2: Keep Information Consistent

Maintain consistency in your Name, Address, and Phone (NAP) information across all major influential platforms. This helps customers find you easily and improves your search engine ranking.

Step 3: Have a Professional Website

Create and maintain a professional website that reflects your brand well. Include essential information like your services, pricing (if applicable), contact details, and customer testimonials. 

A well-designed website for a local spa, for instance, could feature images of the spa, a list of services, and an easy online booking process.

Step 4: Encourage Positive Reviews

Sometimes, our happy customers just need a little reminder. Using tools like Broadly’s review automation encourages satisfied customers to leave positive reviews—like this:

Proactive Reputation Building Strategies

To build a solid reputation in your local area, you need to be proactive. Enact strategies that encourage positive feedback and manage customer interactions effectively. Here’s how to ask for a review:

Encouraging and Managing Reviews

Solicit Reviews

Develop a process to regularly ask satisfied customers for reviews. Broadly’s small business reputation management features can streamline this process. How? For example, you can set up triggers to send automated text message review requests after a customer makes a transaction.

Respond Professionally

Always respond to reviews, both positive and negative, to show that you value customer feedback. 

If a customer leaves a positive review about a restaurant’s excellent service, the owner should thank them. If someone leaves a negative review about a long wait time, the owner should apologize promptly and offer a solution to make things right, like a discount on their next order.

Content Marketing and Thought Leadership

Blogging and Guest Posting

Share valuable content through your blog and guest posts on other websites to establish your expertise and web reputation. 

A local mechanic might write a blog post about car maintenance tips for their auto body business, or create a guest post on a prominent automotive website.

Social Media Engagement

Engage with your audience on social media by sharing informative content and responding to comments. 

For instance, a pet grooming business might share pet care tips and answer followers’ questions about grooming in the comments section.

Community Involvement and Partnerships

Local Partnerships

Collaborate with local businesses and participate in community events to build a positive reputation. 

For example, a coffee shop could partner with a local bakery on Valentine’s Day to offer joint promotions on a signature baked good and matching drink.

Employee Advocacy

The way a staff member talks about the business they work for speaks volumes. So, incentivize and encourage your employees to share positive content about your business online. 

Fitness coaches at a local gym, for instance, might share their experiences and fitness tips on social media.

Handling Negative Feedback and Crisis Management

Negative feedback is inevitable, but how you handle it can make all the difference. Develop a crisis communication plan to address issues quickly and effectively. Here’s what you need to do:

Steps for Handling Negative Feedback

Step 1: Crisis Communication Plan

Have a plan in place to respond to negative reviews and comments promptly. For example, if a customer complains about a product defect on social media, respond immediately with an apology and offer to discuss the option of refund or replacement via email.

Step 2: Address Issues

Acknowledge the feedback given, apologize if necessary, and offer a solution. If a customer mentions slow service at a restaurant, for example, it’s always best to own up to your shortcomings and explain the steps you’ll be taking to improve.

Step 3: Push Down Negative Results

While we all wish we could magically delete reviews, one option you have at your disposal is to use positive reviews and content to push down negative search results. 

Leveraging Technology for Reputation Management

Technology can significantly enhance your reputation management efforts. Broadly’s all-in-one platform, for example, offers tools for review management, social media, and customer communication with Web Chat and Inbox.

Useful tools you should test drive:

• Broadly: Manage reviews, social media, and customer interactions all from one easy-to-use dashboard. 
• Yesware: Use Yesware for email tracking and analytics to improve customer communication. This can help you understand how customers are interacting with your emails.

Measuring and Analyzing Reputation Management Efforts

Regularly measuring and analyzing your efforts is important for ongoing improvement. Identify key performance indicators (KPIs) and use tools to track your progress along the way.

Important KPIs you should consider:

• Engagement Rates: Monitor how often customers interact with your content. High engagement rates indicate that your audience finds your content helpful.
• Follower Growth: Track the increase in your social media followers. Steady growth suggests that your reputation is improving over time.
• Conversion Rates: Measure the percentage of visitors who become paying customers. Higher conversion rates can indicate that your reputation management efforts are paying off.

Don’t forget to have Regular Audits

Conduct regular audits to review your reputation management strategy and make necessary adjustments. This can help you stay on top of trends and continuously improve your efforts.

Best Practices for Ongoing Reputation Management

Consistency and continuous improvement are key to maintaining a strong reputation.

Here are some best practices:

• Consistent Messaging: Ensure your brand messaging is consistent across all channels. This helps build a strong, recognizable brand.
• Employee Training: Train your employees on reputation management protocols. Well-informed employees can help maintain a positive reputation.
• Stay Updated: Keep up with industry trends and algorithm changes. This helps you adapt your strategies as needed.
• Customer Feedback: Use customer feedback to continuously improve your products and services. For example, if customers suggest a new product feature, consider implementing it.

Case Studies: Small Business Reputation Management Success Stories

Learn from real-world examples of small businesses that have successfully managed their online reputation strategy:

George Oren Tires

Atlas Heating & Air

By using these strategies and the right tools, small businesses can do a great job of managing their online reputation, building trust with customers, and achieving long-term success.

The post Mastering Small Business Reputation Management: From Crisis to Success appeared first on Broadly.

From dealing with outdated information to manually updating multiple platforms, the struggle is real. You might be facing inconsistent business details across sites, negative reviews going unnoticed, or simply not having the time to update everything regularly. 

That’s where local listing management strategies can prove useful. It cuts down the whole process, making sure your info is always spot-on and helping you look better than the competition—no SEO experience required.

Think it’s too good to be true? Let’s take a closer look.

What is Local Listings Management?

Good question! Let’s break it down a bit.

Local listings management is all about making sure your business info is correct across different listing websites and directories. This includes: 

• Your name
• Address
• Phone number
• Business hours

What kind of websites are we talking about? Think Google Business Profile, Yelp, and Bing Places. Keeping this info accurate on important sites helps people find your business more easily. Why? Because it tells search engine algorithms you are legitimate and are more likely to recommend you to users. This, in turn, means you show up higher in search results.

Traditionally, businesses might have kept track of their information manually, using spreadsheets or even paper records. This method is, quite frankly, time-consuming and prone to errors. In contrast, a local listings management tool completely automates this process, ensuring that your information is consistent across all platforms without all the manual effort.

Benefits of Local Listings Management for Local Businesses

Increased Online Visibility

Want to get noticed online? What are we saying, of course you do, you wouldn’t be reading this blog otherwise. Well, you’re in luck. Local listings management can boost your search engine rankings, making it easier for customers to find you.

For example, a local restaurant that ensures its details are correct on platforms like Google, Yelp, and TripAdvisor will appear more frequently in search results when people look for places to eat nearby. This means more potential customers discovering your business, and more potential money in your pocket.

Consistent Information

Nobody likes being given the wrong info. With local listings management, you can ensure your business details are always up-to-date everywhere. This means less confusion about where the heck you’re located, and more happy customers walking through your door ready to buy.

Consider a local hardware store. If they are open longer hours in the summer, ensuring that this information is updated on all their listings can prevent customers from showing up when the store is closed. Keeping things consistent not only improves your ranking on search engine results pages (SERPs) but also builds trust in your business—but more about that in the next section.

Enhanced Credibility and Trust

When your info is consistent and you have a good quantity of positive reviews on influential sites like Google, prospective customers are more likely to trust you. Keeping everything accurate and transparent shows that you’re reliable and professional.

For example, a spa with consistent business information on Google and Bing and glowing reviews across platforms like Facebook will appear more credible to potential customers compared to a competitor with outdated, missing or conflicting information.

Think about it, both of these businesses have a 5-star rating on Google, however, which would you pick?

This:

Or this?

We’d hedge our bets that you would choose option #1. Not only are there more reviews listed, but they also mention that they have been in business for over 10 years, have eye-catching photos of the inside and outside of the spa, and list a website, something option #2 mysteriously leaves out.

Improved Customer Engagement

You can use local listings to interact with customers through reviews and comments. Replying to feedback shows you care about what your customers think, and it can help you improve your services, too.

Consider, for example, a local coffee shop that recently noticed a dip in business. They decide to check out their online listings and begin responding to reviews, both positive and negative. 

This engagement not only shows customers that their opinions are valued but also provides an opportunity to address any issues and improve the business based on real customer feedback. 

In this case, many negative or neutral reviews mentioned that their coffee lacked flavor, so the owner decided to change suppliers and notify customers about their new and improved brew selection. 

Key Features to Look for in a Local Listings Management Tool

Not quite sure what to look for? We got you. Here are some key features to have on your radar:

Ease of Use

Look for a tool that’s easy to use and integrates well with major listing platforms. Remember, you want something that makes updating your info a breeze, not a chore, otherwise, what’s the point, right? 

Automated Updates

Automation is your friend! Choose a tool that automatically syncs your business info across all listings and updates in real time whenever you make a change.

For instance, if you change your business hours, the tool should automatically update this information on all relevant platforms within minutes, saving you the hassle of doing it manually for each one.

Review Management

Managing reviews is not up for debate, it is a necessity for staying on top. Get a tool that alerts you instantly when there’s new feedback so you can respond quickly and keep the conversation going with your customers. You should also be on the lookout for AI-integrated features, such as suggested responses to help make replying to your customers faster.

Another feature to look for is the ability to respond directly from the tool. This keeps you on top of customer feedback and allows for timely interactions. For example, at Broadly, our review management platform does all three of these things, here’s what it looks like:

Analytics and Reporting

Know what’s working and what’s not with detailed analytics. Good tools will show you how your listings are performing so you can make the best and most informed decisions.

For example, a tool that provides insights into which listings are driving the most traffic and which keywords are most effective can help you fine-tune your SEO strategy and improve your online presence. 

Not an SEO guru? The cool thing about listing management tools is that they can come up with keyword suggestions for you using AI. With Broadly’s Local SEO functionality, you just need to type in a keyword, and a list of suggested keywords will appear that you can click and add. Like this:

Also see: How to do local SEO

How Local Listings Management Can Boost Your Business

Higher Search Engine Rankings

Search engines want to recommend the best results to their users. Each algorithm has its own criteria for what it deems “the best” but overall the more high-quality, consistent information about your business online, the better your chances of improving your ranking in local search. 

You might be asking yourself how important being near the top of SERPs really is. And to be frank, it matters quite a lot. Vendasta recently put together a great article discussing how impactful it is to be within the top 3 results on Google (known as the local 3-pack). Here are some findings that we think might intrigue you:

• 44% of people click on Google 3-pack results.
• 86% rely on search to find a local business.
• 80% of local searches convert into a lead.
• 46% of Google searches are for local businesses.
• Search queries with the phrase “near me” have surged over 500% in recent years.

Better Customer Experience

Make sure customers always have the right info about your business. We can’t say this enough. Accurate listings mean more foot traffic and, in turn, more potential to make a sale.

For example, a hair salon with accurate contact information and business hours across all platforms makes it easy for customers who prefer different search engines to book appointments and visit the salon without any confusion.

Stronger Brand Reputation

Positive reviews and consistent info build a strong, trustworthy brand in the eyes of search engines and users alike. Not to mention, responding to reviews shows you care and helps build long-term customer loyalty.

For example, a local gym that consistently receives and responds to reviews and questions demonstrates their knowledge about health and fitness and passion for customer care. This, in turn, builds a loyal customer base that trusts they will get the support they need and attracts new clients looking for a reputable place to work out.

Also see: Benefits of online reputation management

Competitive Advantage

It’s no contest. Standing out from the competition is easier with well-managed listings. More visibility and better info out there about you online means more customers choosing you over the others.

Implementing Local Listings Management: Tips for Local Business Owners

Now that you know what local listings management tools are, and why they are important, it’s time to dig deeper into how you can make them work for your local business. Here are some strategies to help you get the most out of local listing management.

Audit Your Current Listings

When was the last time you Googled your business? Now might be the perfect time to start. 

Start by finding out where your business is listed online and make sure all the info is correct. This involves searching for your business on various platforms and noting any discrepancies in the information.

Is the address listed as Willow Crt. instead of Willow St. on Facebook, for instance? These are the types of things you need to keep an eye out for.  

At the end of the day, a thorough audit of your online presence will give you a clear picture of where you need to make updates.

Also see: How to claim a business page on Facebook

Choose the Right Tool

Pick a local listings management tool that best fits your needs. Look at ease of use, features available, and the overall cost.

Pro Tip: Consider tools that offer a free trial period so you can test them out before committing. Be mindful of your options and choose one you foresee yourself using for the long haul, because a yearly subscription is often cheaper than a monthly one.

Keep Information Updated

Regularly check and update your business info. You heard us right. Even if you have local listings management software by your side, some listing sites can be reluctant to update information or still require it to be updated manually. 

Also, no matter how good your listing management tool is, it is useless if you don’t tell it when information about your business changes. This includes changes in hours, new locations, or updated contact details.

Setting a monthly reminder to review and update your listings can ensure that your information remains accurate and up-to-date.

Engage with Customers

Monitor and promptly respond to bad reviews. Ideally, within the first hour.

How can you achieve this? Create a schedule for checking and responding to positive and negative reviews. You can divide and conquer by enlisting the help of team members to ensure that no feedback goes unnoticed and customers feel heard. 

Monitor Performance

Track how your listings are doing with analytics. You can use these valuable insights to keep improving your online presence gradually over time.

Regularly review the key performance metrics you have selected for your business listings, such as search rankings, click-to-calls, and star ratings, as these can help you identify areas for improvement and optimize your listing strategy.

How Broadly Can Help

Broadly has got you covered with the awesome features available through Local SEO.

• Syncs to Google, Facebook, Instagram, X, and Apple Maps
• Local SEO search grid
• Reporting on up to 15 keywords
• Weekly keyword refresh rate
• Keyword suggestions
• Google Business Profile insights
• Citations reporting
• And more!

Broadly’s comprehensive toolset ensures that your business listings are always accurate and optimized for maximum visibility. With features like real-time updates and review management, you can stay on top of your online presence with a lot less hassle.

Ready to overhaul your online presence? Sign up for a demo of Broadly’s software and see how it can help your local business get to the top. 

The post Local Listings Management: Boost Your Local SEO appeared first on Broadly.

In this guide, we’re diving into the nitty-gritty of trademarking and will show you exactly how to trademark your business name. So buckle up, and let’s get started on securing your slice of the business world!

What Are Trademarks?

A trademark is like a shield for your business’s name or logo. It’s that special badge that sets you apart from the crowd and tells the world, “Hey, this is MY brand, so hands off.” Think of it as your business’s personal bodyguard, keeping copycats and wannabes at bay. 

Famous trademarks include Instagram, McDonald’s, Google, Apple, Nike, etc.

Legally speaking, a trademark offers you some serious muscle in the world of business. It’s your ticket to exclusive rights over your brand identity, preventing others from using or copying it without your permission. 

Do Local Service Businesses Need a Trademark?

Absolutely! Trademarks aren’t just for the big shots; they’re beneficial for businesses of all sizes, especially local service providers. Your trademark is the guardian of your reputation. It’s important to remember that it’s not just protecting a name or logo; it’s also safeguarding the trust and loyalty you’ve built with your customers. 

As your business gains traction in your community, your trademark becomes a symbol of reliability and quality, showing customers that you’re the real deal. So yeah, as your business grows, your trademark becomes even more valuable and worth maintaining. 

Step 1: Determine if Your Business Name Can Be Trademarked

Is your business name trademark-worthy?

Before diving headfirst into the trademarking world, let’s make sure your business name is up to snuff. Here’s what you need to do:

Distinctiveness is Key

Your business name needs to stand out. It should be unique, memorable, and not just a run-of-the-mill term. Think of it like your business’s fingerprint—it’s got to be one of a kind.

Avoid the Bland

Non-descriptiveness is a big no-no. Your name shouldn’t be generic or just describe the products or services you offer. You want something that sparks curiosity, not just states the obvious.

Name Game Check

Time to play detective! Before you get too attached to your business name, do a quick check to see if someone else has already claimed it. You can start with a simple Google search or dive deeper into the trademark database to see if your name is already taken. After all, you don’t want to be stepping on anyone else’s toes.

Also see: How to Check Business Name Availability in the USA

Step 2: Prepare for the Trademark Application

Conduct a Thorough Search

Before you dive headfirst into the trademarking process, you must conduct some research. Use the U.S. Patent and Trademark Office’s Trademark Electronic Search System (TESS) to scout out any existing trademarks that might be similar to yours. This step is important because the USPTO won’t approve your trademark if it might be confused with an existing one. Remember to cast a wide net and search for variations and similar names, as even subtle similarities can lead to application rejection.

Identify Your Mark’s Format

Now that you’ve scoured the trademark database and confirmed that your name is unique, it’s time to decide how you want to present it to the world. There are two main formats to choose from: standard character marks and stylized/design marks. 

Standard character marks protect your name in its basic text form, while stylized/design marks cover specific fonts, colors, or design elements. Remember when Coca-Cola tried to reformulate its iconic soft drink and things backfired horribly? That’s why it’s so vital to consider your brand’s identity and audience when making such a big decision.

If you want to keep things simple and versatile, a standard character mark might be the way to go. But if you have a distinct visual style that sets you apart, a stylized/design mark could prove more useful. When in doubt, however, the standard character mark is best for those who plan to change things up now and then with their branding. 

Specify Your Goods and Services

One of the trickiest parts of the trademark application process is accurately classifying your goods and services. The USPTO uses a classification system to organize trademarks based on the types of products or services they cover. 

To avoid conflicts and rejections, it’s very important to classify your goods and services correctly. Take the time to research the appropriate class for your offerings and provide a precise description that clearly outlines what you do. This not only helps streamline the application process but also reduces the risk of potential disputes down the line.

Step 3: File the Trademark Application

Understanding the Application Process

Now that you’ve done your homework and prepared all the necessary documentation, it’s time to take the plunge and file your trademark application. Fortunately, the USPTO offers a convenient online filing option through its Trademark Electronic Application System (TEAS) and accepts electronic payments. 

This user-friendly platform guides you through each step of the application process, from entering your personal details to specifying your goods and services. Simply follow the prompts, upload your documents, and submit your application.

Application Costs

But before you hit the submit button, it’s important to understand the costs and timelines associated with the trademark application process. While the basic filing fees can be as low as $250, the total expenses may vary depending on factors such as the number of classes you’re registering for, whether you work with a legal team, and whether you opt for additional services. 

It’s also worth noting that the entire approval process can take 12-18 months or more, so patience is key. But trust us—the wait will be well worth it when you see your business name officially trademarked!

After You File: What to Expect

Congratulations—your trademark application is officially in the hands of the USPTO! But what happens next? 

After you hit submit, your application will undergo a thorough examination process to ensure compliance with trademark laws and regulations. This includes reviewing your documentation, conducting a search for conflicting marks, and assessing the validity of your claims. 

If everything checks out, your application will proceed further down the process on its journey to approval. However, if any issues or discrepancies are identified, you may receive an office action requesting additional information or clarification.

Responding to these letters on time is crucial to the success of your application, as failure to do so can delay or even nullify your trademark request. But don’t panic, this deadline to respond is relatively generous, at 3 months from the issue date of the office action.

Possible Outcomes of Your Application

While we’re rooting for a smooth approval process for you, it’s also a good idea to prepare for all possible outcomes. You see, in some cases, your application may be approved without any hiccups, and your trademark will be officially registered—which is great!

However, if the USPTO identifies any issues or if your application is opposed by third parties, you may receive an office action or notice of opposition. Don’t worry—these are standard parts of the trademarking process, and there are steps you can take to address them. Whether it’s providing additional documentation, responding to objections, or seeking legal advice, planning for these outcomes well in advance can help you navigate any challenges that arise.

How to Maintain and Enforce Your Trademark

Once your trademark is approved and registered, the journey isn’t over; it’s just beginning. To maintain your registration and keep your trademark active, you’ll need to fulfill certain ongoing requirements and responsibilities. 

This may include filing periodic maintenance documents, paying renewal fees, and actively using your trademark in commerce. By staying vigilant and up-to-date on your paperwork, you can ensure that your trademark remains a valuable asset to your business for years to come.

Enforcing Your Trademark Rights Against Infringement

But wait—there’s more! As the proud owner of a trademark, you also have the power to protect your name and reputation from would-be infringers and copycats. You can protect your brand’s integrity and reputation by monitoring the marketplace for unauthorized use of your trademark and responding quickly to infringement. 

Whether it’s sending cease-and-desist letters, pursuing legal action, or engaging in alternative dispute resolution methods, you can defend your trademark rights and preserve the uniqueness of your brand.

Keep Tabs on Your Brand with Broadly

So, there you have it! That’s how to trademark your business name.

Trademarking your business name is a big deal, but it’s an important step in protecting your brand and standing out in the market. While the process might seem overwhelming, taking action now can save you major headaches down the road.

While Broadly can’t assist with trademarks, we’re here to support you in other ways. Our reputation management software helps you keep a close eye on what people are saying about your business online. With our platform, you can monitor reviews, manage your online reputation, and ensure that the brand image you worked hard to trademark stays strong. 

Ready to take control of your online reputation? Request a demo of our reputation management software today and see why so many local businesses choose Broadly.

Don’t let your brand’s reputation be left to chance—empower yourself with Broadly and take back charge of your online presence.

The post How to Trademark Your Business Name: A Step-by-Step Guide for Entrepreneurs appeared first on Broadly.

In this article, we’ll explore why online business reputation is something you should keep on your radar and introduce some key strategies to help you master your reputation management efforts. 

If you’re ready to improve your sales and attract more customers, then let’s dive in.

Understand Your Current Online Reputation

Have you Googled yourself lately? Understanding your online reputation is the first step towards mastering your business’s reputation management. 

First, start by conducting a simple audit of your business’s online presence. This involves assessing your presence on various platforms where customers leave reviews and ratings, such as:

• Google Business Profile (GBP) listings
• Yelp
• Major social media channels (Facebook, Instagram, etc.)

Pay close attention to the comments, mentions, reviews, and ratings your business has received on these platforms, as they provide valuable insights into your customers’ honest experiences or perceptions of you.

As you dive deeper, take note of both the positive and negative reviews, as well as any recurring themes or patterns you notice over time. 

Additionally, consider taking a step back and looking at the overall rating your business has received on each platform, as this serves as a quick indicator of your general online reputation. If they are similar across the board, great! If they vary significantly, you may need to dig a little deeper. 

By understanding the current state of your online reputation, you can identify clear areas for improvement and develop strategies to address any negative feedback or issues. Remember that your online reputation is a reflection of your business’s credibility and trustworthiness, so to keep your good name in check, be proactive by regularly monitoring it.

For more insights on online reputation management, check out our blog post: What Is Online Reputation?

Actively Request Customer Reviews

Regularly asking your happy customers for feedback is a great way to enhance your online reputation and attract more customers. 

You see, positive reviews serve as powerful messaging, influencing potential customers’ purchasing decisions and building trust in your business around town. These reviews provide firsthand accounts of satisfied customers’ experiences, reassuring others they can expect the same good-quality service when they visit.

To effectively request customer reviews, it’s a good idea to approach the process in a way that feels natural. Start by identifying the right moments to ask for feedback, such as after completing a successful service or when a customer expresses satisfaction with your work. This ensures that you’re asking for reviews from customers who are most likely to provide positive feedback.

When asking for reviews, personalize your request and express genuine appreciation for your customers’ support. Keep your message concise and friendly, making it easy for customers to understand and respond. 

Make sure to provide clear instructions on where and how to leave a review, whether it’s on your website, Google Business Profile, or another review platform.

Consider incorporating incentives or rewards for customers who take the time to leave a review or refer a friend, such as a discount on their next service or entry into a prize draw. This not only encourages participation but also shows your appreciation for their feedback—this way, everyone wins!

Also see: How to Ask for a Review: Best Practices and Templates

Respond to Reviews Promptly — The Good and The Bad

Respond quickly to any and all reviews, whether they’re good, bad, or straight-up ugly. How quickly? Aim to reply within the hour for negative reviews, with all comments touched within 24 hours. Prompt responses demonstrate to both the reviewer and potential customers that you value their feedback and are committed to making things right if you missed the mark the first time.

Positive Reviews

When responding to positive reviews, express genuine appreciation for the customer’s feedback and their decision to share their positive experience. Personalize your response by mentioning their name, your business, and specific aspects of their review that you found particularly valuable or heartwarming. This not only keeps the good vibes going but also encourages continued loyalty from the reviewer because you show you genuinely care. 

Negative Reviews

In contrast, responding to negative reviews requires a delicate approach aimed at resolving the customer’s concerns and mitigating any potential damage to your reputation. Start by acknowledging the customer’s feedback and expressing genuine regret for any inconvenience or dissatisfaction they experienced. Avoid becoming defensive or confrontational, as this can escalate the situation and further alienate the customer.

Instead, focus on offering a sincere apology and a willingness to address the issue. Provide reassurance that you take their feedback seriously and are committed to resolving the issue promptly. Try to move the conversation to a more private space to discuss the matter further, and provide your phone number or an email address where the customer can contact you.

Be Professional

Regardless of the review’s sentiment, always maintain a professional and courteous tone in your responses. Remember that your responses are visible to everyone, and how you handle feedback can significantly impact their perception of your business. 

By responding promptly and thoughtfully to all reviews, you demonstrate your dedication to customer satisfaction and reinforce your reputation as a trustworthy and reliable local service provider.

Leverage Social Media to Boost Your Reputation

Here’s how to use social media to enhance your visibility and better engage with your local community:

Choose the Right Platforms

• Identify which social media platforms are most popular among your target audience.
• Consider platforms like Facebook, Instagram, Twitter, LinkedIn, and even TikTok based on your business type and target demographic.

Create Compelling Profiles

• Improve your social media profiles with high-quality images, a concise yet informative bio, and relevant keywords related to your services and location.
• Ensure consistency in branding across all platforms to maintain a cohesive online presence (ie. use the same logo across the board).

Share Valuable Content

• Post daily, or at least a few times a week, engaging content that adds value to your audience, such as informative articles, how-to guides, industry insights, and behind-the-scenes peeks at your practice.
• Incorporate a mix of visual content, including photos, videos, infographics, and memes, to keep your feed fresh, relatable, and exciting.

Encourage Interaction

• Prompt followers to engage with your posts by asking questions, running polls or surveys, and hosting contests or giveaways.
• Respond promptly to comments, messages, and mentions to foster meaningful conversations and improve your DM response time on platforms like Facebook.

(Source, Facebook)

Showcase Customer Testimonials and User-Generated Content

• Share positive customer reviews, testimonials, and success stories to build trust and credibility with your audience.
• Encourage customers to share their experiences with your business by reposting their content (with permission) and featuring user-generated photos or videos.

Kinda like this example below:

(Source, Instagram)

Utilize Hashtags and Geotags

• Use relevant hashtags (like the ones used in the above image) to increase the visibility of your posts and attract users interested in your niche or location.
• Geotag your posts to target local users and enhance your visibility within your service area.

Collaborate with Influencers and Local Partners

• Partner with influencers, local businesses, and community organizations to expand your reach and tap into their existing audiences.
• Host joint events, cross-promote each other’s content, or offer exclusive discounts or promotions to incentivize collaboration.

Important Note: Ensure that you do your homework. Collaborating with an influencer or business with a current or problematic reputation can hurt your public image rather than help it.

Analyze Performance and Adapt Strategies

• Monitor key metrics such as engagement rate, reach, and follower growth to gauge the effectiveness of your social media efforts. The higher these metrics, the better.
• Use insights from analytics tools to identify trends, understand your audience’s preferences, and refine your content strategy for the best results.

Here’s an example of how a local business uses social media the right way:

A local bakery uses Instagram to showcase its freshly baked goods, behind-the-scenes baking processes, and customer testimonials. They regularly host Instagram contests where followers can submit their creative dessert photos for a chance to win a gift basket of baked treats. 

The bakery also collaborates with local food bloggers and influencers to host Instagram Live baking sessions. This helps them to attract a wider audience and generate buzz around their seasonal and limited-time products. 

By consistently engaging with their community through interactive content and building strategic partnerships, the bakery enhances its visibility and builds better customer loyalty.

Monitor Your Online Business Reputation Regularly

As we said previously, keeping tabs on what is being said about you online can make or break your business. Not all reviews are genuine, and misinformation likes to spread fast. That’s why you need to react promptly to set things straight. Here are some things to help you with that:

Utilize Online Reputation Management Tools

• Explore dedicated online reputation management (ORM) tools like Broadly, ReviewTrackers, and Brand24, which allow you to monitor mentions of your business across various online platforms.

Pro Tip: These tools are great because they sniff out and collect reviews from popular review sites, social media channels, and other online sources, providing a centralized dashboard for easy monitoring and analysis.

Set Up Google Alerts

• Take advantage of Google Alerts to receive email notifications whenever your business name, keywords, or relevant phrases are mentioned online.
• You can customize your alerts to target specific geographic locations or industry-related topics to stay informed about relevant conversations and developments.

Monitor Social Media Mentions

• Regularly monitor social media platforms for mentions of your business name, branded hashtags, and related keywords.
• Use native platform features like notifications, mentions, and search functions to track conversations, comments, and reviews about your business and respond in real-time. 

Check Review Sites and Business Directories

• Regularly review your business profiles on popular review sites and local listing directories such as Yelp, Yellow Pages (YP), and Google Business Profile, as well as more industry-specific ones like Angi and TripAdvisor.
• As we said earlier, timing is key. Respond promptly to new reviews, both positive and negative, to demonstrate your commitment to customer satisfaction and address any concerns raised by your reviewers.

Monitor Competitor Activity

• Keep an eye on your competitors’ online reputation and customer feedback to see how you stack up, benchmark your performance, and capitalize on opportunities.
• Analyze their strengths and weaknesses to glean insights for improving your own business practices and reputation management strategies.

Regularly Review and Adjust Your Strategy

• Schedule regular check-ins to review your online reputation management efforts and assess the effectiveness of your current strategies.
• Use feedback and performance metrics to identify areas for improvement and make necessary adjustments to your approach, such as refining your messaging, addressing recurring issues, or investing in areas that yield positive results.

By proactively monitoring your online business reputation and staying engaged with customer feedback, you can maintain a positive brand image, address issues quickly, and gradually change your business for the better.

Address Negative Feedback Constructively

Accepting 5-star reviews always feels effortless, but navigating negative feedback is a whole other beast. If you are facing a blocker with digesting the not-so-nice things about you on the internet, here are some tips that could help:

Stay Calm and Professional

• Approach negative feedback calmly and professionally, refraining from emotional or defensive reactions.
• Remember, negative feedback is an opportunity for improvement and shows customer engagement, so while it might be a tough pill to swallow, it is worth acknowledging and learning from.

Acknowledge it Promptly

• Respond quickly to negative feedback to show seriousness and commitment.
• Express appreciation for the feedback and apologize for any inconvenience.

Listen and Understand

• Carefully read and understand the feedback, paying attention to specifics and underlying reasons. You want these folks to feel heard and understood, so make sure you fully understand and express that you get them.
• Avoid assumptions or dismissing feedback, even if you disagree. Negative feedback is often the most honest and the most often looked at by the public, so you need to make every effort to understand the pain points presented to you.

Offer a Constructive Response

• Craft a thoughtful, empathetic response that acknowledges concerns and assures action.
• Apologize for any shortcomings and try to take things offline. In your direct communication, offer solutions like refunds or replacements.

Take Action and Improve

• Use feedback to evaluate practices and identify areas for improvement.
• Implement concrete steps to address issues and prevent future occurrences.

Follow Up and Resolve

• Follow up with the customer after addressing concerns to ensure they are happy and satisfied.
• Encourage ongoing communication to show their feedback is valued, letting them know if they ever have a future concern, they can come directly to you for help.

Learn and Grow

• View negative feedback as a learning opportunity for growth.
• Embrace criticism as valuable constructive feedback to refine processes and enhance the customer experience.

Publish Valuable Content

Creating and sharing helpful content is key to earning the trust of potential customers and keeping current ones coming back. By sharing useful articles, guides, and videos, you can demonstrate your expertise and build strong connections with your intended audience. 

Whether you’re offering expert advice or sharing case studies, valuable content helps your visitors solve problems and be more likely to reach out to you for help.

Engage with Your Community

The cornerstone of a strong online business reputation is showing investment in the community you serve. Here’s how you can build connections with your local community:

• Support Local Causes: Show you care by sponsoring events and fundraisers that align with your values.
• Be Active on Social Media: Engage with your community online by sharing updates, asking questions, and highlighting customer stories.
• Offer Educational Workshops: Share your expertise with the community through informative seminars and workshops.
• Volunteer and Give Back: Make a positive impact by participating in community service initiatives and volunteering your time.
• Build Relationships with Local Businesses: Collaborate with other businesses to amplify your reach and support each other’s success.

At the end of the day, engaging with your community demonstrates your commitment to being a responsible corporate citizen who gives back to the community that supports you.

Showcase Your Success Stories

When you receive a glowing review, don’t keep it to yourself, this kind of stuff needs to be shared with the world. Here’s what you need to do:

• Collect Testimonials: First, start by encouraging satisfied customers to share feedback via email, social media, or in-person interactions. That way, you have a steady stream of good feedback to pool from.
• Highlight Real Experiences: Share authentic anecdotes that illustrate the benefits of your products or services.
• Use Multiple Platforms: Display testimonials on your website, social media, and review sites to reach as many people as possible.
• Incorporate Visuals: A picture is worth a thousand words. Enhance your testimonials with photos or videos for added credibility and engagement.

Continuously Improve Your Services

There’s always room for improvement. Preferences and customer behaviors change over time—are you keeping up? Here are some tips to keep your business in the loop:

Prioritize Feedback

• Actively seek customer input through surveys, reviews, and direct communication.
• Monitor online reviews and social media for improvement opportunities.

Foster a Learning Culture

• Cultivate an environment that values feedback, innovation, and employee contributions.
• Encourage staff to share ideas for enhancing products, services, and customer experiences.

Implement Feedback Systems

• Establish processes for collecting, analyzing, and acting on customer feedback promptly.
• Use feedback to identify trends, address issues, and track progress.

Set Clear Goals

• Define improvement objectives and key performance indicators (KPIs).
• Hold teams accountable for achieving improvement targets.

Review and Adapt

• Regularly assess service delivery processes and policies for inefficiencies.
• Stay updated on industry trends and customer preferences to guide your decision-making.

Invest in Training

• Provide ongoing training to empower employees and sharpen their customer service skills.
• Equip frontline staff with tools to resolve customer issues quickly and effectively.

Celebrate and Learn

• Acknowledge successes in service improvement efforts to motivate your employees.
• Encourage your team to experiment and view failures as opportunities for learning.

Take Back Control of Your Online Reputation with Broadly

Don’t underestimate the power of your online reputation—it can make or break your business. Actively managing it is the key to attracting and retaining local customers.

Designed specifically for local businesses, Broadly’s online reputation management platform makes it easy to monitor, improve, and leverage your online reputation for meaningful business growth. 

Ready to get started? Request your FREE demo today!

The post Master Your Online Business Reputation: Essential Strategies appeared first on Broadly.

The Angi Business Center is tailored specifically for service businesses, offering a range of features to manage profiles, interact with customers, and respond to reviews. Following its merger with HomeAdvisor, the platform has become even more powerful, providing an integrated solution for businesses to connect with potential customers and showcase their expertise.

Whether you’re a home improvement professional, healthcare provider, or any other local service business, leveraging Angi’s Business Center can make a huge impact on your online presence. With its vast user base and reputation for reliability dating back decades, being active on this platform can help you stand out from the competition and attract more customers to your business.

So, how do you get your business on Angi? Let’s take a look:

Unlock the Potential of Angi for Your Business

Angi Business Center is your ticket to getting your business on the map. By claiming your business profile on Angi, you unlock a host of benefits that can connect you with more of the people searching for your services.

Here’s how it works: 

Angi Business Center allows you to manage your business profile, engage with customers, and respond to reviews all in one place. This streamlined approach saves you time and effort while ensuring that you’re always in control of your reputation on the platform.

By verifying your information and updating your profile with accurate details and compelling content, you ensure that potential customers can find you easily when they’re searching for local services.

Optimize Your Profile for Maximum Impact

Maximizing the impact of your business profile on Angi is important for attracting more customers and standing out from the competition in your area. Here’s how to optimize your profile for the biggest impact:

Complete Your Profile

While this feels like a no-brainer, you would be surprised at how many folks forget this important first step. Make sure to fill out all sections of your business profile with engaging content and high-quality images. Provide detailed information about your services, specialties, and areas served. The more information you provide, the easier it is for potential customers to learn about your business. 

Take a look at the below Angi profiles—which of the two would you prefer to hire?

(Source, Angi)

Use Keywords Strategically

It’s time to put on your SEO hat and incorporate relevant keywords throughout your profile to improve its searchability. Think about terms potential customers might use when searching for services like yours and include them naturally in your profile description, service offerings, and business specialties. 

Showcase Positive Reviews

Positive reviews are one of the most powerful tools for building trust and credibility with potential customers. So, you should encourage satisfied customers to leave reviews on your Angi profile and showcase those reviews prominently. 

Also, respond to reviews promptly and professionally to show clients you care about their satisfaction.

By optimizing your profile with engaging content, strategic keywords, and positive reviews, you are well on your way to maximizing your impact on Angi and attracting more customers to your business

Did You Know? Angi has gone mobile! For a walkthrough of the Anji app, check out this video tutorial on their official YouTube channel.

Engage with Your Customers Like a Pro

Engaging with your customers effectively is the key to building a strong reputation on Angi. Here are some strategies to help you interact with customers like a pro:

Respond to Reviews

Take the time to respond to both positive and negative reviews on your Angi business profile—and we mean ALL of them. It is always a good gesture to thank customers for their positive feedback and address any concerns or issues raised in negative reviews. Be professional, courteous, and proactive in your responses to show that you value customer feedback and are committed to providing excellent service.

Use Messaging Features

Utilize Angi’s messaging features to communicate directly with potential customers who reach out to you through the platform. It’s a great way to quickly respond to inquiries, answer questions, and provide helpful information to prospective clients. Personalize your messages with the user’s name, and any other anecdotes to demonstrate your professionalism and friendly customer service.

One of the most common communication types on Angi is from users requesting a quote. Check out below a quick walkthrough of how to send a quote through the Angi messenger: 

By responding to reviews thoughtfully and engaging with potential customers through messaging, you can enhance your reputation on Angi and attract more business to your company. 

Helpful Resources: Discover the best contact tips for communicating with prospects and clients on Angi by downloading their PDF guide.

Leverage Advertising and Offers to Stand Out

We all need a boost sometimes to level the playing field. Here are some ways advertising on Angi can give you the edge you need to get noticed:

Angi’s Advertising Options

• Sponsored Listings: Consider investing in sponsored site listings to ensure that your business appears at the top of relevant search results on Angi. This can increase visibility and exposure to potential customers who are actively searching for services in your area.
• Featured Placements: Explore opportunities to have your business featured prominently when users first visit the site, such as being showcased in featured categories or highlighted on the homepage. These featured placements can attract more attention and drive higher click-through rates.
• Targeted Advertising Campaigns: Utilize targeted advertising campaigns to reach specific segments of Angi’s users based on their location, search history, or service preferences. This allows you to tailor your ads to the most relevant audience for your business, maximizing the effectiveness of your advertising efforts.

It’s important to note that Angi’s advertising is not self-serve nor are the details laid out in-depth on their website, so you will have to contact their team for more information and set up your next campaign.

Create Compelling Offers

• Discount on Services: Offer a discount or special promotion on your services to incentivize potential customers to choose your business over competitors. This can help attract price-sensitive customers and encourage them to take action.
• Special Package Deals: Create bundled packages or service bundles that offer added value to customers while generating more revenue for your business. These package deals can appeal to customers looking for comprehensive solutions or multiple services.
• Limited-Time Promotions: Introduce limited-time promotions or seasonal offers to create a sense of urgency. Limited-time offers can create excitement and drive immediate action, leading to a boost in sales and bookings.

At the end of the day, Angi ads are a great option to attract more customers for your business. By choosing the right advertising options and creating appealing offers, you can increase your chances of visibility and get more leads.

Monitor and Analyze Your Performance for Continuous Improvement

Now that you’re on Angi, how can you tell if you are performing well, or poorly? That’s a good question. You see, in the world of analytics, things are not always black and white. Here’s how to effectively utilize the Angi Business Center tools and feedback to optimize your business:

Track Profile Performance

• Utilize the analytics and reporting tools available in the Angi Business Center to monitor your profile’s performance metrics. Keep an eye on key indicators like profile views, clicks, and leads generated. These insights provide valuable data on how your business is faring on the platform.
• Regularly review changes in your profile’s visibility and search rankings to identify trends and patterns. You can test this out by looking up the services you offer every so often on a friend or family member’s computer or phone. 

Understanding where you stand compared to your competitors helps you make better, more informed decisions for your business.

Interpret Feedback and Reviews

• Dive deep into customer feedback and reviews to glean insights into your business’s strengths and weaknesses. Look for recurring themes or issues raised by customers to pinpoint areas for improvement.
• Take constructive criticism seriously and use it as an opportunity to refine your business practices. Address customer concerns promptly and transparently to show your dedication to customer satisfaction.
• Highlight positive reviews as testimonials to showcase your service quality and build credibility with potential customers. Positive feedback serves as social proof of your business’s excellence.

When you actively monitor your profile’s performance, you can identify areas for improvement and experimentation. Two fabulous ways to bulk up your online business reputation on Angi. 

Integrate Broadly into Your Overall Online Reputation Management Strategy

Adding Angi to your online reputation management toolbelt is a great way to maintain a strong presence on the platform, however, while Angi offers a great space to connect with leads, respond to comments, and send quotes or invoices, Angi’s influence is limited to its own platform. 

This is where Broadly’s multi-channel reputation management software can come in handy: 

Managing Reputation Across Platforms

Customers often research businesses on various platforms before making decisions. Having a consistent and positive presence on Angi, along with other platforms like Google, Yelp, and social media, enhances your credibility and trustworthiness in the eyes of prospects and algorithms alike.

By actively managing your reputation on Angi alongside other platforms, you ensure potential customers encounter positive feedback and accurate information about your business wherever they search online.

Your All-in-One Solution

Broadly’s online reputation management software simplifies the process of monitoring and managing reviews across the most influential platforms on the internet—including Angi. With Broadly, you can easily track reviews, respond to customer feedback, and strengthen your online reputation all from one place.

The software’s robust features, such as review monitoring, automated responses, and performance analytics, empower you to stay on top of what people are saying about you online from your laptop or the full-feature mobile app.

Elevate Your Online Presence with Broadly

In this article, we’ve explored the importance of leveraging the Angi Business Center to enhance your online visibility and reputation as a local service business. From optimizing your profile to engaging with customers and monitoring your performance, we’ve covered strategies to help you make the most of this platform.

It’s clear that actively managing your Angi Business Center profile is a smart move for maintaining a positive online reputation and attracting the customers you need.

But don’t stop there. To truly elevate your online presence and reputation management efforts, consider incorporating Broadly’s software solutions into your strategy. With Broadly, you can streamline the process of managing reviews across multiple platforms, including Angi.

Designed with you in mind, test drive Broadly’s online reputation management software and discover why local businesses love us.

The post Maximizing Your Visibility on Angie’s List Business Center appeared first on Broadly.

Read on for common examples of angry customer scenarios and proven tips to resolve them.

Tips for Dealing with Difficult or Angry Customers

Remain Calm

While this can be challenging, remaining calm is so important when dealing with difficult or angry customers. Here are some tips to help you keep your cool:

• Don’t React: Avoid reacting impulsively to criticism or unreasonableness. Take a moment to breathe and collect your thoughts before responding.
• Practice Empathy: Put yourself in the customer’s shoes and try to understand things from their perspective. Empathizing with their feelings can help defuse the situation.

Leverage Active Listening

It means a lot to customers to have their voices heard. Here’s how you can practice active listening with your disgruntled customers:

• Interpret Customer Communication: Pay close attention to the customer’s words, tone, and body language to understand their underlying concerns.
• Reflect Their Thoughts and Feelings: Respond to the customer by paraphrasing what they’ve said to show that you’re listening and understand their emotions.

Example:

Customer: “I’m frustrated right now because our budget is tight, and you won’t offer us a discount.”

Customer Success Manager: “Hey [Customer Name], from what I’m hearing, it sounds like our current pricing may not fit within your budget constraints and you’re looking for a discount that better accommodates your financial situation. Am I understanding you correctly?”

Thank Them for Bringing the Issue to You

Expressing gratitude to customers who voice their concerns shows that you value their feedback and are committed to resolving issues. Here’s why thanking them is important:

• Valuable Insights: Customers who provide feedback offer valuable insights into areas where your business can improve.
• Prevention of Negative Outcomes: Addressing issues directly with customers can prevent negative online reviews and potential word-of-mouth damage.
• Demonstrate Care: Thanking customers for their feedback demonstrates that you take their concerns seriously and are dedicated to providing excellent service.

Take a Step Back and Apologize

Apologizing is very important. If you can take a breath and think through a series of deliberate steps, you may be able to “de-escalate” things. The key is to put yourself in the customer’s shoes. Rather than viewing the scenario as a personal attack, see the bigger picture of how you are dealing with a customer whose needs have not been met.

Always apologize and be willing to put their needs first, even if you don’t always agree with their opinion. If the customer is upset, they deserve an apology. It may be possible that you have a potential solution you can offer but it all starts with letting the customer know you are sorry first and empathizing with their situation.

Steps You Can Take to Solve the Problem

After offering your apology, it’s a good idea to outline the steps you’ll take to address the customer’s concerns. Here’s how you can effectively communicate your plan of action:

• Provide Options for Resolution: Present the customer with several potential solutions to their problem. Giving them options empowers them to choose the course of action that best suits their needs and preferences.
• Be Transparent: Clearly explain each step you’ll take to resolve the issue, including timelines and expected outcomes. Being upfront and honest builds trust and reassures the customer that their concerns are being taken seriously.

Give the Opportunity to Follow Up

Nobody likes being snubbed or ghosted, so always keep the line of communication open. Here’s how you can facilitate ongoing dialogue and support:

• Leave Contact Details: Provide the customer with your contact information, including phone number and email address. Encourage them to communicate with you directly if they have any further questions or concerns rather than going to public channels to voice their frustrations. This can save you a lot of bad press on social media.
• Promise Follow-Up: Assure the customer that you’ll follow up with them once the issue has been resolved. This proactive approach demonstrates your commitment to ensuring their satisfaction and reinforces trust you’ll follow through. Whether you have a solid answer ready yet or not, make sure to reach out via email every two business days so they know you are still looking into it. 

Leaving Things on a Better Note

When ending a conversation with a customer, don’t forget to ask if there is anything else you can be of help with. The customer may have been so focused on one particular issue or problem that they forgot about a second problem they also wanted to bring to your attention.

Asking to solve more problems is an easy way to remind the customer of any other problems, which will save both your teams’ and the customer’s time.

Show gratitude; despite any problems, the customer may have had and the stress you might be feeling, try to demonstrate that you appreciate their business. You may be surprised at the subtle way this can aid in winding down a situation. Don’t forget that they chose your business over the other options available to them!Here are some examples of common customer service scenarios you may encounter in your business and how to get moving in the right direction for both you and your customer.

Difficult Customer Service Scenarios

Impatient Customer

Scenario:

A customer who feels they have been waiting too long for their product or service. Sometimes, circumstances arise that mean a customer is waiting longer than usual. How do you handle those who get particularly upset about it?

Tips:

The first thing is to apologize. Next, explain as best as you can the reason behind the wait, and let the customer know that you are working on resolving the issue.

Another important tip is to use positive language. Instead of an apology like “Our supplier is out of stock, there’s nothing we can do,” try something like “We’re working with our supplier to get that back in stock as soon as we can.” Find the silver lining in a bad situation.

Explain the reason behind the wait, and let the customer know that you are working on resolving the issue as fast as you can. You can go an extra step and ask the customer to leave their contact info so someone can follow up with them when things are ready.

Indecisive/Quiet Customer

Scenario:

You have a customer who is close to purchasing but they seem very unsure about which option they should choose.

Tips:

Try to get them to verbalize their concerns. Are they worried about the price? Maybe they are trying to figure out how a service visit will fit into their schedule. Once you can get them talking, you can better refine which options will work best for them overall.

Vague Customer

Scenario:

Customers feel like they know what they want but seem to have difficulty expressing it.

Tips:

This customer scenario puts an extra burden on you and your customer service representatives to gain more information about their needs. Consider what information you and your group require to provide better support.

Don’t be afraid to ask questions. A statement like “Sorry, but we just need a few more details to work on your request” could be a good opener. Follow it with a specific list of questions.

Customer Is Unhappy with the Service

Scenario:

Sometimes, a customer is simply not pleased with what they’ve been given. Complaints will happen.

Tips:

Apologizing is again the first step to take, whether it seems like their complaint is justified or not. Attempt to resolve any specific issues within a limited time frame, balancing their complaint against your time and the needs of your other customers. Try to find a way to offer a solution. If you can’t, you may be able to offer a discount to keep them as customers.

You Don’t Have an Answer

Scenario:

Perhaps a unique or unusual situation has arisen, and you do not have an immediate answer for the customer about how to proceed. Simply saying that you don’t know won’t cut it.

Tips:

The correct way to handle it is to let the customer know that you are going to research the options available and get back to them as soon as you can. It is important to follow through and truly respond promptly. Even if time has passed and you still don’t have an answer yet, you can still send a quick message to your customers to let them know that you are still working on a solution.

You Made a Mistake

Scenario:

It happens sometimes. Everyone makes mistakes, but it can be especially embarrassing in a professional setting.

Tips:

Put ego aside and honestly evaluate the situation as objectively as possible. Apologize, and let them know that you acknowledge an error was made.

Being truthful is important in a case like this. Let your customer know that you are working to fix the mistake and how long it will likely take to be resolved. Show empathy to the customer, and let them know that you would be frustrated too if you were in their place.

The Demanding Customer

Scenario:

Unlike a vague customer, occasionally, you may encounter a customer who feels they know what they want so well that they refuse to hear about any alternatives (even if there are options that might actually work better for them). They appear to be set in their ways.

Tips:

Be respectful of their wishes, and appreciate the fact that they’ve put some time into thinking things over. Politely let the customer know there are other choices available. After that, let them decide how they want to go forward. The most important thing in a situation like this is to have an available source of information. The final choice still rests with the customer.

You Need to Transfer/Refer the Customer to Someone Else

Scenario:

The customer has an issue that is outside your area of expertise, but you think you know who can take care of their problem for them. How do you transfer or refer them to that other person without making the customer feel like they are being brushed off or ignored?

Tips:

The response is to externalize a sense of confidence that you can pass on to them. Instead of a deflated-sounding line like “I’m not sure, let me go ask someone else,” use positive language like “We have a team member who is great at solving problems like these; let me refer you to them.”

Whenever possible, fill your colleague in on the details of the customer’s problem, so there is a limited amount of repetition on the customer’s part. They will appreciate you saving them the time and trouble of explaining their issue all over again.

The Customer Requests Something That Can’t Be Fulfilled

Scenario:

In most cases, it’s good policy to go the “extra mile” and give something to the customer that they request, even if it is out of the ordinary rulebook procedure. Sometimes, though, it simply isn’t possible.

For example, the customer leaves a feedback message asking for an additional service that upper management has no immediate plans to add. Or perhaps the customer asks for an extension on a payment deadline that’s set in stone. These are just some examples of a few awkward scenarios where a customer service representative may feel like their hands are tied.

Tips:

You have to find a way to turn the customer down gently. Tell them the truth of the matter as best as possible as to why their request cannot be fulfilled. If you can, offer some kind of compromise solution if one appears to be available. Maybe the customer is asking for a discount when no promotions are currently running. Perhaps none are available now, but you can let the customer give you their contact info and you can follow up when a discount becomes available for them to use.

The Customer Is Overdue on a Payment

Scenario:

It’s been a little while since payment was due and you haven’t heard anything from the customer.

Tips:

Before sending things off to a collections department or outside collections agency, take the opportunity to follow up one last time by phone or email (or both). Unless there are outside circumstances to show otherwise, a lack of payment could just be an honest mistake or simple forgetfulness on the part of the customer. Having that extra communication shows you care about the customer and aren’t simply looking for another payday.

The Customer Wants a Full Refund

Scenario:

You have tried other means of attempting to remedy a customer’s issue and they still demand a refund.

Tips:

The best course of action is usually to provide a refund. It can be a distressing situation to be in as a businessperson, but you should be prepared for it. Apologize to the customer, let them know you are placing a refund request, and let them know how long it should take before they see the money back in their account.

Overly Talkative Customer

Scenario:

This is a unique situation in that the customer might not be upset with your product or service. In fact, they might love it. The problem is that they seem to have struck up a conversation with a customer service representative, and they don’t seem to plan on ending it any time soon.

Not every business might find this a problem. Zappos, the online shoe retailer noted for going above and beyond with their customer service philosophy, boasted once having a 10-hour phone conversation between a representative and a customer. They see it as a badge of honor and as a sign of how loyal their customers are. You might not have the spare resources and staff to allow for something like that, however. How do you politely turn them away?

Tips:

One option is to shift the conversation to email. Let the customer know that the customer service representative they’ve been speaking to is needed elsewhere, but ask them for their contact info. The customer service representative can then follow up with them at a later time. You may even be able to leverage the customer into leaving a testimonial or positive review for your business.

Very Angry Customer

Scenario:

When a customer is extremely angry, it can be the most difficult customer to work with because emotions are so high. At times, a customer is just so upset that there is no way to immediately respond.

Tips for How to Handle Angry Customers:

The key here is to listen. Any answer at this point may just be seen as an excuse, especially if this is an ongoing problem. Give the customer a chance to vent their frustration, and, as mentioned above, try not to take it personally.

Apologize, as always. Let them know you understand that they are aggravated and frustrated. You must accept some responsibility for the way they are feeling, as a representative of your business or product. Don’t get caught in the wave of anger. Speak slowly and calmly; do not raise your voice. If possible, immediately begin work on some kind of solution and let them know you are making it a priority.

Conclusion

These are some examples of how to deal with difficult customers. If you need help, use our Broadly customer review software to get feedback from customers before it becomes a problem. Following a plan of action like the ones we outlined can help you handle the rough situations you may find yourself in. Good luck!

This article was updated on April 18, 2024.

The post Examples of Dealing with Difficult or Angry Customers Professionally appeared first on Broadly.

Formerly known as Google My Business, Google Business Profile (GBP) is a powerful tool for businesses looking to make the most of their digital presence. Whether you’re running a cozy café, a bustling salon, or a thriving consultancy, having a strong online presence is key. And when it comes to expanding your horizons across multiple locations, GBP is your trusty guide.

Get ready to boost your visibility, engage with customers like never before, and take your business to new heights, all by using Google Business Profile to manage your multiple locations.

The Significance of Google Business Profile for Multi-Location Businesses

Google Business Profile acts as a digital business card that helps turbocharge your local SEO (Search Engine Optimization) to boost your online presence across multiple locations.

Here’s how it works:

When someone in your area searches for products or services you offer, Google prioritizes businesses that have stronger GBP listings. This means your business is more likely to appear at the top of local search results if you fill it out more thoroughly, which lets you catch the eye of potential customers precisely when they’re ready to make a decision.

GBP listings also improve your online visibility by providing essential information like your business hours, contact details, customer reviews, and even photos. Along with making it easier for customers to find and select your company, this rich content lets search engines know that you are a reputable business. As a result, your business gains more visibility, trust, and clicks in the competitive online landscape.

For multi-location businesses, having an optimized GBP listing for each location is like having multiple storefronts strategically positioned to attract local foot traffic. It makes you a force to be reckoned with in the digital world by strengthening your entire online presence and increasing the likelihood that potential customers will find you!

Setting Up Google Business Profiles for Multiple Locations

Ready to use GBP for your multiple locations? Let’s break it down into easy-to-do steps:

Start with a Single Google Business Profile Account

To manage multiple locations on GBP, you’ll need to first create a centralized GBP account. Here’s a step-by-step guide to get you started:

• Sign In or Sign Up: Visit the GBP website and sign in with your Google account. If you don’t have one, sign up for free.
• Enter Business Details: Create a profile by entering the name of your business and selecting a business category. You can also enter the specifics of your physical location, including your service area if you have one. After entering your phone number and website address, click “Finish.”
• Verify Your Business: You will then be asked if you want to verify your business now or later. This can be done via mail, phone, email, or video. This is an important step, as your edits won’t appear on Google until you verify your business.
• Finish Your Profile: This is the stage where you add all of your additional information, such as services offered, pictures of your offerings, store hours, and opening date.

Creating your profile helps to streamline management tasks, ensures consistency across listings, and gives you a bird’s-eye view of your online presence. With a single GBP account, you can update business information, respond to reviews, and track performance metrics seamlessly, saving time and effort while maintaining a professional and cohesive online image across all your locations

Adding Additional Locations

Adding additional locations, once you have your account, is easy:

• Click on “Add Location,” where you will need to select “Add Single Location” from the menu.
• Enter information and details, including business name (if it has a slight deviation based on its location), address, phone number, website URL, and hours of operation.
• Click “Done.”

But what if you have 10+ locations to add? Luckily, there is a bulk upload feature, and such can be done by following the following steps:

• Start by creating a business group (which used to be called a business account) to help you manage all of your locations.
• After you select “Add Location,” select “Import business” directly below “Add Single Location.” This can be done easily by creating a spreadsheet with all the necessary information filled in (the template provided will tell you what you need to add).

Optimizing Google Business Profile Listings for Each Location

Optimizing your GBP listings for each location is the best way to attract local customers. By optimizing and managing location-specific information on your GBP listings, you create a personalized and compelling online presence that resonates with local customers and boosts your overall business visibility

Here are some tips to help you tailor each listing to its specific location:

Localize Contact Information

Make sure each of your GBP listings includes a local phone number and address for the respective location. This indicates to search engines that your company is relevant to local searches, which helps customers find you more easily. 

Update Business Hours

Keep your business hours accurate and up to date for each location. This is especially important during holidays or special events when your operating hours may vary. 

Highlight Location-Specific Services

If certain services or products are unique to a particular location, highlight them in the GBP listing. This can include promotions, specials, or exclusive offerings available only at that location.

Use High-Quality Photos

Showcase your business with high-quality photos that reflect each location’s ambiance, products, and services. Images of the exterior, interior, team members, and popular offerings can enhance your listing’s appeal to potential customers.

Optimize Descriptions

Craft compelling descriptions for each location that describe your business and also include relevant keywords and local phrases. This can improve your listing’s visibility in local search results.

Collect and Respond to Reviews

Encourage customers to leave reviews specific to each location. Monitor and respond to reviews promptly, addressing any feedback or inquiries to show that you value customer feedback and engagement.

Utilize Posts and Updates

Take advantage of GBP’s posts and updates feature to share news, events, promotions, and announcements tailored to each location. This keeps your listing fresh and engaging for visitors.

Managing Reviews and Customer Interactions Across Multiple Locations

Effectively managing reviews and customer interactions across multiple locations on GBP requires a balance of consistency and personalization. You can effectively manage reviews and customer interactions across GBP locations by implementing strategies that provide a consistent brand voice while personalizing responses to increase customer satisfaction and loyalty. 

Here are some strategies to help you maintain a consistent brand voice while personalizing responses to each location:

• Establish Brand Guidelines: Develop brand guidelines that outline your company’s tone, language style, and values. This ensures that all responses, regardless of location, align with your brand identity.
• Train Your Team: Provide training to team members responsible for managing GBP listings and responding to reviews. Emphasize the importance of consistency in tone and messaging while allowing room for personalization based on location-specific feedback.
• Use Templates Wisely: Create response templates that incorporate your brand voice and key messaging points. Customize these templates as needed to address location-specific feedback or inquiries while avoiding generic responses that may appear impersonal.
• Monitor Reviews Proactively: Regularly monitor reviews across all GBP listings to stay informed about customer feedback and address any issues promptly. You can do this by setting up alerts or notifications to stay updated.
• Personalize Responses: Tailor responses to each location’s reviews by acknowledging specific feedback, mentioning location-related details, and expressing appreciation for customer feedback. This personal touch shows you value individual experiences while maintaining a consistent brand presence.
• Address Concerns Professionally: Maintain a professional and empathetic tone when responding to negative customer reviews or concerns. Acknowledge the problem, offer solutions or remedies, and invite further offline communication, if necessary, to resolve it privately.
• Encourage Positive Interactions: Engage with positive reviews by expressing gratitude, highlighting specific compliments, and encouraging repeat business or referrals. This reinforces positive experiences and fosters a sense of community around your brand.

Leveraging Google Business Profile Insights for Multiple Locations

GBP Insights provides valuable data and analytics that can help you, as a business owner, gain deeper insights into customer interactions across different locations. This includes metrics such as views, clicks, calls, and direction requests, which give you a comprehensive view of how customers are engaging with your business across various locations. By leveraging GBP Insights, you can understand which locations are performing well and where there may be opportunities for improvement based on customer engagement metrics.

Here are some tips on analyzing data from GBP Insights so that you can improve your business strategies and customer engagement:

• Regularly Monitor Performance: Make it a habit to regularly check GBP Insights for each location to track performance trends over time and identify areas for optimization.
• Segment Data by Location: Analyze Insights data for each location separately to understand location-specific trends, customer preferences, and engagement metrics. This helps tailor strategies to the unique needs of each location.
• Identify High-Performing Areas: Identify locations that are performing exceptionally well in terms of customer engagement, conversions, and visibility. Use these insights to replicate successful strategies across other locations or make targeted improvements where needed.
• Adjust Strategies Based on Data: Use GBP Insights data to inform strategic decisions such as adjusting business hours, updating services or products, optimizing keywords, and refining marketing campaigns to better align with customer preferences and market demand.

Advanced Tips for Managing Multiple Locations on Google Business Profile

One of the fundamental aspects to keep in mind when managing multiple locations on GBP is to keep the information up-to-date across all locations. This includes regularly reviewing and updating business hours, contact details, services offered, and any other pertinent information. By keeping your listings up to date, you can provide accurate information to customers and reduce the risk of confusion or dissatisfaction. 

It is also important to keep an eye on how special hours, temporary closures, and other location-specific updates are managed. GBP provides a “Special Hours” feature that allows you to update information for specific events, such as holidays or renovations. Proactively managing these updates keeps your customers informed in advance, lowering the likelihood of negative experiences caused by unexpected closures or changes in operating hours. 

Using location-specific updates is another effective strategy. GBP allows you to create location-specific announcements, promotions, and events. Tailoring your messaging to each location’s unique offerings and customer interests improves customer engagement and drives targeted interactions. It also showcases the diversity and value of your business across different locations, enhancing the overall customer experience and satisfaction. 

Monitoring and responding to reviews is an ongoing task that significantly impacts your reputation and customer relationships. Regularly monitor reviews across all locations, acknowledge positive feedback, and address negative reviews professionally and promptly. Use insights from customer feedback to identify areas for improvement and implement changes to enhance the customer experience across all your business locations.

Integrating Google Business Profile with Broadly

Integrating GBP with Broadly provides a powerful solution for businesses looking to improve management and online presence in multiple locations. Our platform was designed to simplify the process of managing GBP listings, making it easier to maintain accurate and engaging information across all locations. With features like centralized dashboard management that allows you to track multiple locations, Broadly can easily empower your company to manage your online reputation and customer interactions while ensuring consistency and visibility across all GBP listings. 

By integrating GBP with Broadly, you can save time, increase customer satisfaction, and drive growth by leveraging a comprehensive platform that improves your company’s online presence while streamlining management tasks across multiple locations.

Take Control of Your Online Presence

By effectively managing your GBP listings, you can increase visibility, attract more customers, and build a strong online reputation. Simplify the management of multiple GBP listings even further with the comprehensive services offered by the team at Broadly. We offer solutions that can streamline management tasks, automate updates, monitor reviews, and engage with customers seamlessly across all locations! 

Enhance your online reputation, improve customer engagement, and drive business growth with Broadly. Don’t let the complexity of managing multiple locations hold you back—empower your business with Broadly and contact us for a free demo today! 

The post Managing Google My Business for Multiple Locations appeared first on Broadly.

Let’s look at the small changes you can make right now to more effectively evaluate, construct, and safeguard your company’s image—both today and well into the future. Here’s your guide on how to check out a company’s reputation.

Social Media Examination

Engagement Levels

Let’s talk about social media—the hub of public opinion. If you have business accounts on popular social media platforms like Facebook, Instagram, and X, this is the perfect time to take a look at your engagement metrics and see how they stack up to those of your competitors.

Are you noticing your posts are receiving high engagement? Then you are off to a great start. Low engagement? It might signify that it’s time to spice things up a bit.

User Reviews and Comments

As you may know, there is more to social engagement than just likes and shares. User-generated reviews and comments are the biggest tellers of where you stand in the public eye so it’s important to keep a close watch of what people are saying and identify any patterns.

You see, potential customers seek out this feedback to help them gauge if they want to do business with you. This isn’t just a one-off thing either—nearly everyone these days conducts an online search before making a purchase, and of those, most seek out negative reviews to see how the company responds to them.

Think about it, would you feel comfortable ordering a product from Amazon if you were aware that the vendor, in the event of any issues, was known to not respond to emails? Of course, you wouldn’t. The same theory can be applied to how you approach customer feedback.

Customer service does not end when the patron leaves your store. A best practice is to respond professionally to the reviews, comments, and questions you receive as soon as possible, no matter the sentiment they may contain. This helps your customers feel heard and supported.

For strategies to effectively respond to reviews—both the good and the bad—check out these resources:

• Reputation Management Examples for Local Service Businesses
• Responding to Bad Reviews: The Dos and Don’ts
• 6 Tips for Responding to Positive Reviews With Reply Examples

Google Search

Review Your Google Reviews and Star Rating

Your Google Business listing might be the first thing a potential customer interacts with before stepping foot in your store. You want to ensure that this first impression is a good one.

According to the Search Engine Journal, 48% of consumers won’t even look twice at a business with less than 4 stars. If yours is hovering around this spot or lower on Google, it might be time to plan some strategies to resolve user complaints, improve your services, and capture more positive reviews from your happy customers.

When it comes to how to check out a company’s reputation, first check your reviews and your average star rating regularly to resolve issues before they escalate. Echoing the previous section, it is best to respond to Google reviews with grace and professionalism to build (or mend) the relationships you have with your paying customers.

“Reviews from the Web” in the Knowledge Graph Sidebar

Don’t forget the Knowledge Graph Sidebar! Scroll down your listing to check out Reviews from the web that Google gathered from relevant and influential sites across the internet. This offers you a broader view of your online sentiment and can give you ideas on what sites to target next for improvement.

Now, you might be asking yourself: Can I add reviews from Facebook or other sites to my Google listing manually? The short answer is no, but that does not mean you can’t make it easier for Google to do it for you.

The more consistent your business’s NAP data (Name, Address, Phone Number) is on review and listing sites, the more likely Google will recognize it as genuine and be more inclined to add it to your listing.

Research Ratings on Top Review Platforms

There are hundreds of review websites out there, so you might be wondering where to start. Some great places you can begin your search include:

• Yelp
• Facebook
• Trip Advisor
• Better Business Bureau (BBB)
• Trustpilot

On top of general review sites, you can also explore websites that are tailored to your specific industry, such as Angi for home services, CARFAX for auto repair businesses, or Rover for pet service providers.

For a comprehensive list of industry-specific review sites, check out our article: Where to Get Reviews for Local Businesses.

Look at What Your Employees Are Saying

Your employees are a direct reflection of the health of your business, not only for potential customers but also for prospective new hires and business partners. Check sites like Glassdoor for insights into your current work environment. Also, keep an eye on website comments and support forums, where past and present employees often discuss their experiences more candidly.

Google Alerts

Stay informed with Google Alerts. It’s like having a personal radar for any mention of your brand, which ensures you are the first to know about changes in online sentiment. Setup takes seconds and is completely free, which is perfect for folks who are running on a tight budget.

Company Website

When researching a company’s reputation, it is also a good idea to check out their website. When you do, look for the following key trust indicators.

Company Mission Statement

Find out what the company stands for and what they’re all about. A clear mission statement tells you their goals and values. A website with no mission statement can be a serious red flag.

Core Values

See if they share their core values. These should demonstrate how much they care about customers and about doing things right.

Customer Service Info

Are they easy to reach? Look for phone numbers, emails, or live chat options. Having this information front and center shows they’re ready to help and are open to hearing from their customers.

Customer Reviews and Testimonials

Real reviews from customers displayed on the website are a great sign. They can tell you a lot about what it’s like to do business with the company; however, stay sharp—if the photos look highly professional or the reviews seem a little too good to be true, they’re probably fake or placeholders.

Contact Info

Check if you can easily find their contact details. It’s a good sign if they’re upfront about how to get in touch.

User-Friendly Site

Is their website easy to use? A secure, fast-loading website with an easy-to-navigate layout shows they take their business and your data seriously.

Also, while you’re at it, take a look at the comments on their blog. Compare what you find on their site with what people are saying on review websites. If there’s a big difference, it could mean their reputation isn’t as good as they say it is.

Leveraging Reputation Monitoring Tools

Now that we have discussed the importance of online reputation and ways you can manage it, it’s time to discuss the options at your disposal to streamline the process: online reputation management tools. There are a plethora of platforms out there that promise the world, but be mindful of which ones you choose to ensure yours is the best fit for your needs. 

Some reputation monitoring and management platforms are designed for specific industries, large corporations, or even non-profits. So decide carefully what features you specifically want in a reputation management tool.

For example, Broadly’s Dashboard and Reviews feature is designed specifically for the needs of a local business, keeping you in the loop and on top of your reputation game.

Let’s take a look under the hood at some of the most valuable features you should look for in a reputation management tool:

Social Listening

Social listening is your personal radar for messages spreading around online. Use it to understand the buzz and stay in the public’s good books.

Sentiment Analysis

Want to know if people are cheering or jeering about you? Sentiment analysis identifies trends in positive and negative language. From there, you can compare yourself against competitors and form strategies to improve public sentiment. 

Responding to Negative Feedback

When you are faced with difficult feedback, it’s best to have a plan and tools in place to ensure it is responded to effectively. This system is known colloquially as a response protocol. 

Response protocol is all about quickly addressing any negativity, showing understanding, and offering helpful solutions. This approach not only resolves issues but also turns them into chances to make things better. With a solid response protocol, businesses can tackle online challenges head-on, demonstrating transparency and professionalism while keeping their public image in check.

Build a Proactive Reputation Management Strategy with Broadly

Establishing a Positive Online Presence

Proactively manage your online presence and encourage satisfied customers to share their experiences online. From email to social media, text messages, and more, you’re prepared to flaunt your stuff.

Encouraging Satisfied Customers to Share Feedback

Turn happy customers into your own biggest advocates. Use tools like Broadly’s Reputation Management Software to make it as easy as snapping your fingers.

Regularly Monitoring and Updating

Consistency is key. We keep a vigilant eye on your online info to make sure it’s accurate, relevant, and reflects your business in the best light.

Take Your Business to the Top with Broadly

Ready to own your online narrative? See what Broadly can do for your business in just 30 days. Start your 30-Day Free Trial and show the world you’re not just a local business—you’re their local expert.

This article was updated on April 3, 2024.

The post How Do I Check a Company’s Reputation? appeared first on Broadly.

That’s where texting comes in handy!

Texting is a quick and easy way to stay connected with customers, even if you can’t pick up the phone right away. In this article, we’ll talk about why SMS messaging is so important for businesses like yours and how to respond to a missed call by text.

The Importance of SMS Texts as a Customer Communication Channel

SMS marketing is like sending little notes that customers can’t resist opening. Unlike emails that often get lost in an inbox, text messages have sky-high open and read rates compared to emails. Why, you may ask? Text messages make communication super easy, and your customers are getting fewer text messages from businesses than emails.

Customers love the convenience of SMS texts. They don’t have to wait around for a lengthy email response or play phone tag with a busy business owner. With a quick text reply on their phone, they know you’re there and ready to help.

But it’s not just about convenience; it’s about building trust. When you reach out to customers promptly and personally through text, it shows you’re reliable and on the ball. It’s like saying, “Hey, we’ve got your back, and we’re here for you.” And that kind of reassurance goes a long way toward building a strong bond between businesses and their customers.

3 Best Practices for Responding to Missed Calls by Text

Today, customers demand instant answers, and when they can’t hear from you, they can easily turn to someone else. Don’t make a missed call a missed opportunity. Here are three best practices for responding to a missed customer call:

1. Be Prompt

A quick response shows customers that their business matters. Even if you couldn’t pick up the call, reaching out promptly via text lets them know you’re attentive and ready to assist.

Pro tip: Safety first! If your job requires you to drive frequently, try setting your phone up to automatically reply to calls or text messages for you, letting folks know you are in transit and will get back to them as soon as possible.

Here are the set-up processes:

• Set-up process for Apple
• Step-up process for SMS Auto Reply for Android

2. Keep It Personal

While professionalism is key, don’t forget the personal touch. Address customers by name and tailor your message to their specific inquiries or concerns. It shows that you care and value their individual needs.

3. Stay Clear and Concise

When it comes to texting, brevity is king. Keep your messages clear and to the point to avoid any confusion. Provide relevant information or instructions in a straightforward way (perhaps even in a link), making it easy for customers to understand and respond if needed.

And don’t be afraid to use a few common acronyms: BRB (be right back), TBD (to be determined), ATM (at the moment), ASAP (as soon as possible), ETA (estimated time of arrival), so on and so forth.

Examples and Templates for Professional Text Responses

When a business misses a call from a customer, it’s a good idea to respond promptly and professionally to maintain a good client relationship. Here are some helpful templates to help you with that:

Immediate Acknowledgement Template

Use this template when you want to immediately acknowledge the missed call and express appreciation for the customer’s interest. It reassures the customer that their inquiry is valued and prompts them to provide more information about their needs.

Example:

“Hello [Customer Name], this is [Your Name/Position] from [Business Name]. We missed your call but are here to help! How can we assist you today?”

Appointment Rescheduling Template

If a missed call is regarding an appointment, this template comes in handy. It apologizes for missing the call and offers the customer the opportunity to reschedule their appointment at their convenience.

Example:

“Hi [Customer Name], we’re sorry we couldn’t answer your call. Would you like to reschedule your appointment? Please let us know a convenient time for you or click this link to open our appointment scheduler: [LINK]”

Service Inquiry Response Template

When a customer reaches out to inquire about services, this template can be used to thank them for their interest and request further details about their requirements. It sets the stage for a more personalized conversation about the services offered.

Example:

“Thank you for reaching out to [Business Name], [Customer Name]. We’re here to help! Could you please provide more details about the services you’re interested in?”

General Inquiry Response Template

For general inquiries or questions, this template serves as a friendly acknowledgment of the missed call and invites the customer to provide more information about their query. It demonstrates responsiveness and willingness to assist the customer with their needs.

Example:

“Hi [Customer Name], thank you for calling [Business Name]. We’re here to answer any questions you have. What information can we provide to help you today?”

Integrating SMS Texts Into Your Business Operations

Let’s be honest, owning and running a business is no cakewalk, and in many cases, it is a 24/7 commitment. Using SMS messages when you’re tied up can maintain that important connection with your customers when you are not able to answer a phone call. Here are some simple ways to make it part of your day-to-day operations:

1. Remind People About Appointments

Send a quick text to remind customers about their upcoming appointments. It helps cut down on no-shows and keeps things running smoothly.

2. Keep Customers Updated on Orders

Send texts to let customers know where their orders are—like when they’ve been shipped or are out for delivery. It helps keep them in the loop and reduces questions about their orders.

3. Offer Support by Text

Give customers an easy way to get help by setting up a special number they can text with their questions or concerns. Quick responses can solve issues quickly and keep customers happy.

4. Send Out Special Deals

Text customers with limited-time offers or discounts. It’s a great way to grab their attention and bring them back for more.

5. Ask for Feedback

Send out surveys or review requests by text to find out what customers think about your products or services. Their feedback can help you improve and boost your reputation all at the same time, killing two birds with one stone.

Make sure you use a good platform to manage all your texts. Look for one that lets you schedule messages, organize contacts, and follow the rules about texting customers.

With the right tools, texting can be an easy and effective way to stay connected with your customers.

Leveraging Broadly’s SMS Campaigns for Enhanced Customer Communication

Here at Broadly, we know how important it is for you to stay connected with your customers. That’s why we offer SMS campaign features designed to help small local service businesses like yours. Here’s how our platform can make a difference:

Automated Responses to Missed Calls

With Broadly’s SMS campaigns, you can set up automatic replies to missed calls. This means that even if you can’t answer a call right away, your customers will still get a quick response. It saves you time and ensures your customers always feel taken care of.

Efficient and Professional Communication

Using Broadly, you can streamline your communication and keep it professional. You can send personalized messages to customers about appointments, orders, missed payments, or even special deals. It’s a great way to make sure your customers are always in the loop.

Real-Life Success Stories

Lots of businesses like yours have seen big improvements in their customer service with Broadly’s SMS campaigns. From reducing missed appointments to boosting customer loyalty, our platform has helped all kinds of businesses thrive.

But don’t just take our word for it—see what Rod and Patricia at Besa Quality Auto Care had to say about us:

With Broadly’s SMS campaigns, you can make sure you’re always there for your customers. Designed with local businesses in mind, Broadly is an easy way to build stronger relationships and keep your business growing.

Build Better Communication with Your Customers with Broadly

Leveraging SMS campaigns can be a lifesaver for small local service businesses. By responding to missed calls promptly and professionally through text messages, businesses can strengthen customer relationships and increase loyalty and satisfaction.

If you’re interested in learning more about how Broadly’s SMS campaigns can benefit your business, we invite you to reach out to us for a demo or more information. Our platform is designed to help businesses like yours streamline communication and improve customer satisfaction.

Remember, every missed call is an opportunity to engage with your customers and show them that you value their business. With Broadly’s professional SMS campaign features, you can ensure that no opportunity is missed and that your customers receive the attention they deserve.

The post How to Respond to a Missed Call by Text for Local Service Businesses appeared first on Broadly.

That’s where Broadly can help your business. With Broadly, businesses can streamline the process, gather feedback, and respond promptly to reviews, ensuring they shine brightly in the vast sea of online opinions.

Are you curious about what review websites you should consider using to promote your local service business? Then keep reading as we take a look at some of the best review websites you should be using get your business seen.

The Power of Online Reviews

Online reviews wield incredible power over both consumer behavior and business reputations. They act as comments, digital stamps of approval, and warning signs to stay away.

Reviews are so important that a whopping 95% of consumers read online reviews before even thinking about making a purchase, and 49% trust them as much as personal recommendations! This shows just how important online reviews are in managing the success of your business—even a one-star difference in rating could sway your business’ revenue!

Positive reviews build trust and credibility, while negative ones can tarnish a reputation quicker than you can say “refund.” With opinions easily reachable with just a click, businesses need to stay on top of online reviews to truly thrive in the marketplace.

Top Review Websites Every Small Business Should Know

Trying to decide what review website your business will get the most reach on? Each has its own unique selling point, and depending on the service your business provides, some will work better than others. You don’t need a presence on every site, but here’s a list of some of the major players:

Google Business Profile (GBP)

As one of the most widely used search engines, Google can be a powerhouse for businesses. What’s great about Google is that it’s not just a search engine; Google Business Profile provides a platform for companies to manage their online presence, including reviews.

If you really want to succeed, you can use GBP to keep your business information up to date, increase your web traffic, and engage with customers online. GBP is a powerhouse review site, as it influences local search rankings and showcases information like hours, contact details, and photos that any potential customer would want to know.

If you own a restaurant, then having a GBP could be the difference between customers stopping in for a meal or going to a local fast food restaurant. Make sure you have your menu and photos of your food on your profile to show patrons exactly what they’ll get when they come in for dinner.

Facebook

With over two billion active users, Facebook is the #1 social networking site in the world. But it’s not just for social networking; its review feature allows businesses to build trust and engagement with their audience through posts, comments, recommendations, and ads.

Facebook’s review feature is a little different than, say, GBP. Reviews can only be left by registered users, and rather than giving a company a star rating of one to five, clients are asked, “Do you recommend this business?” After choosing yes or no, users can include comments and photos.

Yelp

Yelp is synonymous with online reviews and is great for local, organic search—it’s so great that Bing and Yahoo have gotten rid of their own review features and integrated Yelp into their platforms.

It’s an easy-to-use, go-to review website for consumers seeking opinions on restaurants, local services, and more. It has no character minimum but has a max of 5,000 characters. It also gives users 30 days to change their review.

Yelp’s review system, complete with ratings and detailed feedback, can be a great place for businesses in the hospitality and service industries to make themselves known. It also has strict policies in place to ensure the reviews are authentic and accurately reflect the customer’s experience.

It’s the perfect platform for businesses that require reservations or appointments because it has a booking feature that can be incorporated into your Yelp page. You can also set up an advertising campaign to help boost listings to the top of search results marked as “Sponsored Results.”

Trustpilot

Trustpilot is known for its focus on consumer trust and transparency—bonus: it’s free for users and businesses to use. When a customer completes a transaction with a business, they are invited to leave a review that comes with instructions on the review process.

Trustpilot’s emphasis on verified reviews and ratings makes it valuable for e-commerce businesses looking to build trust with potential customers.

Angi

Formerly known as Angie’s List, Angi is a trusted review website for home service providers. It’s a go-to resource for homeowners looking for reputable contractors, plumbers, and other service providers. Angi’s subscription-based model ensures that businesses listed on the platform are serious about maintaining quality and customer satisfaction. 

Better Business Bureau (BBB)

The BBB has been a symbol of trust and integrity for decades. It’s a non-profit organization that aims to advance marketplace trust by accrediting businesses and providing consumer education. BBB ratings and reviews help businesses establish credibility and demonstrate their commitment to ethical practices. 

Business owners who want to have a listing on the BBB need to apply for it. Once the listing is created, owners can claim it and add more information to it. BBB accredits businesses that meet their standard practices and gives them a rating on a scale from A to F.

On a BBB page, anyone can post a review and rate a business from one to five stars. The page also displays a complete record of past complaints and their resolution status, which can impact the business’s accreditation status. 

Foursquare

Foursquare combines social networking with location-based services, making it a unique review website for businesses in the hospitality and retail sectors. While any user can create a listing, only business owners can claim these listings to become authorized page managers. Chain establishments also have the option to manage their locations individually or as one brand.

Users can leave tips, recommendations, and reviews, providing valuable insights for businesses aiming to attract local customers.

Merchant Circle

Merchant Circle is a platform specifically designed for small businesses looking to connect with their local communities, with the option to privately message a business instead of posting a public review. Potential customers can also use it to find the best local option based on price. It offers features like business listings, reviews, and marketing tools tailored to help small businesses thrive in their neighborhoods.

MerchantCircle provides paid marketing features, analytics, and the ability to claim listings across other web listings for uniform search results.

Superpages

Superpages is an online directory that helps users find local businesses and services by organizing search results by relevance, ratings, or distance and then categorizing them by specialty. With its review feature, businesses can showcase their online reputation and reliability to potential customers searching for products or services in their area.

Manta

Manta is a platform that focuses on promoting small businesses and helping them grow—its slogan is even “The Place for Small Businesses.” Businesses can create and personalize their listings for free. Manta also offers paid marketing features, including running ads on Manta, website design services, and claiming listings across the web.

PlanetRate

PlanetRate is a global review platform that covers a wide range of businesses and services—if you can’t find your industry, they’ll even create a category to get your business listed. Its diverse user base and comprehensive review system make it valuable for businesses looking to reach a global audience and receive feedback from customers worldwide.

PlanetRate has set up specific filters to help consumers find exactly what they are looking for. The customer reviews also assist the consumers in their search as they provide specific criteria ratings such as affordability and the cleanliness of facilities.

DealerRater

DealerRater is a specialized review website for the automotive industry and has coined itself the “gold standard.” It allows customers to share their experiences with car dealerships, helping other car buyers make informed decisions.

Their review feature lets anyone leave a review as long as they’re not employed or affiliated with the business currently or in the last 5 years. Consumers can leave a star rating, select an employee, and indicate what department their feedback is for.

It also lets dealers auto-filter monitor content and eliminate spam, and even report reviews that go against guidelines. It will also notify you if you’ve received a negative review so you can take action right away.

Thumbtack

Thumbtack is a review site that connects customers with local professionals for various services, from home improvement to event planning. Its review system helps businesses showcase their expertise and reliability, making it easier for customers to find and hire them.

HomeAdvisor

HomeAdvisor is a great platform for home service professionals, connecting homeowners with contractors, plumbers, and other service providers. Its review feature allows homeowners to share their experiences and help others find trustworthy professionals for their projects.

Healthgrades

Healthgrades is a trusted resource for finding healthcare providers and facilities. Its review system allows patients to share feedback about their experiences with doctors, hospitals, and other healthcare professionals, helping others make informed decisions about their care.

Avvo

Avvo is a review website specifically designed for the legal industry. It provides listings of lawyers and legal professionals, along with reviews and ratings from clients. Avvo’s comprehensive profiles and peer endorsements help individuals find the right legal representation for their needs.

Houzz

Houzz is a popular platform for home design and remodeling enthusiasts. Its review feature allows homeowners to share feedback about architects, interior designers, and contractors, helping others find professionals for their home improvement projects.

RateMDs

RateMDs is a review website focused on healthcare providers, including doctors, dentists, and specialists. Patients can leave ratings and reviews based on their experiences, helping others find high-quality medical care.

Zocdoc

Zocdoc is a platform that simplifies the process of finding and booking appointments with healthcare providers. Its review feature allows patients to share feedback about their experiences, making it easier for others to find and choose the right provider for their needs.

Care.com

Care.com is a platform for finding caregivers for children, seniors, pets, and more. Its review system allows families to share their experiences with caregivers, helping others find trustworthy and reliable help for their loved ones.

Vitals

Vitals is a comprehensive platform for finding and researching healthcare providers. Its review feature allows patients to share feedback about their experiences with doctors, dentists, and other healthcare professionals, helping others make informed decisions about their care.

HomeStars

HomeStars is a platform that connects homeowners with home service professionals, including contractors, plumbers, and electricians. Its review system helps homeowners find trusted professionals for their home improvement projects based on real customer experiences.

Porch

Porch is a platform that helps homeowners find and connect with home service professionals. Its review feature allows homeowners to share feedback about their experiences with contractors, making it easier for others to find reliable help for their projects.

The Challenges of Managing Multiple Review Sites

Monitoring and responding to reviews across different review websites can be a time-consuming and labor-intensive task for small business owners. With the multitude of review sites available, from Google Business Profile to Yelp to Facebook, keeping track of feedback requires constant attention.

Not only do you have to read the reviews, but you also need to craft thoughtful responses that show appreciation for positive feedback and address concerns raised in negative reviews. This means spending a lot of time and effort just to maintain a positive online reputation.

Simplifying Your Online Reputation Management with Broadly

Broadly offers a comprehensive suite of tools designed to streamline the review management process for businesses of all sizes. With its intuitive platform, businesses can effortlessly gather and manage customer feedback across various review platforms.

One of Broadly’s standout features is its ability to automate review responses, saving businesses valuable time and ensuring prompt engagement with customers. Through customizable response templates, businesses can maintain a consistent voice while addressing feedback, whether it’s a glowing review or constructive criticism.

Additionally, Broadly simplifies the task of collecting feedback from multiple review sites into a single dashboard, giving businesses a centralized hub for monitoring their online reputation. This collecting process not only saves time but also provides a holistic view of customer sentiment, which allows businesses to identify trends and areas for improvement more effectively.

Broadly’s tools go beyond review management to enhance businesses’ overall online visibility. By collecting and showcasing positive reviews, businesses can build trust and credibility with potential customers. Add to that how Broadly helps businesses optimize their online presence, ensuring that they rank higher in search engine results and stand out among competitors, and you’re sure to find something to help your business with Broadly.

Best Practices for Generating Positive Reviews

When it comes to generating positive review on review websites, small businesses can employ several actionable strategies to encourage happy customers to share their experiences:

• Provide Exceptional Customer Services: By exceeding expectations and creating memorable interactions, businesses can increase the likelihood of receiving positive feedback. 
• Proactively Request Reviews from Satisfied Customers: Whether through follow-up emails, in-store signage, or personalized requests, prompting customers to leave a review can significantly boost engagement.
• Make It Easy for Customers to Leave Reviews: Provide clear instructions and direct links to review sites. Simplifying the process removes barriers and encourages more customers to share their feedback. 
• Offer Incentives for Leaving a Review: Discounts or exclusive offers can be the carrot that can get customers talking. Use such incentives to motivate customers to take action and leave positive feedback.

Businesses need to make certain that they’re responding to both positive and negative reviews promptly. Acknowledging positive feedback shows appreciation for customers’ support and reinforces positive experiences. Conversely, addressing negative feedback demonstrates accountability and a commitment to resolving issues.

Broadly’s platform simplifies this process by automating review responses and collecting feedback from multiple review sites. By providing businesses with a centralized hub for managing reviews, Broadly enables them to maintain a positive online presence and build stronger relationships with customers. With these best practices and Broadly’s assistance, small businesses can cultivate a thriving online reputation and drive long-term success.

Conclusion

Review websites wield immense influence over consumer behavior and business reputations. Positive reviews can build trust, attract new customers, and boost revenue, while negative reviews can tarnish a business’s reputation and drive potential customers away. That’s where a comprehensive tool like Broadly can help.

Broadly offers a range of solutions designed to simplify the process of managing online reviews and maintaining a positive reputation. By leveraging Broadly’s platform, businesses can save valuable time and resources that would otherwise be spent manually monitoring and responding to reviews across various sites. Additionally, Broadly helps businesses improve their online presence by collecting feedback from multiple platforms into a centralized dashboard, making it easier to track and manage customer feedback.

Now is the time for you, as a business owner, to take control of your online reputation, and you can do it with Broadly! Take the first step toward better reputation management by signing up for a free demo today!

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