What’s Your Online Reputation?

Online Reputation

We all worry about our reputations (or we should) and that’s never been more important for businesses than today. That’s because people’s opinions of your business are not limited to their friends and neighbors, but can travel across the internet via their social media, online review sites, and more.

That being said, what can be done about it?

  • Make sure all your directory listings are “claimed”. There are about 80 different internet directories where your business can be found. All of them need to have accurate information including your phone number, address, hours, etc.
  • The most important ones include YELP and Google+. In Yelp, you also need to make sure you have messaging enabled so people can reach you through Yelp. You get scored on how quickly you respond so you need to make sure the email address you put in here goes to someone on your team who can act quickly.
  • Check your scores – consumers are using review sites more than ever. It’s internet word-of-mouth and it’s powerful. A score of less than four practically guarantees you will lose potential customers. A program should be put in place to increase your positive reviews and raise your score.
  • When someone does leave a review, it needs to have a response posted quickly. In just a few words, you can thank someone for the nice comment and reinforce what they are saying. For example, “I really appreciated that Acme didn’t do a hard sell with me – they just presented the information and let me decide.” Your response? “Thank you for taking the time to share your experience and I’m glad you appreciated our “inform and educate approach.”
  • When someone does a search for your business, what do they find? Does an old negative article come up? Something else that’s not good? While these can’t always be eliminated, it is possible to create positive articles and work to have them “trend” up so eventually they will be the first thing that potential customers see, and the negative responses will move farther down the list, and thus be more likely not to be seen.
  • Are you considered an “expert” in your field? Well regarded articles on LinkedIn, on your website blog and more, can be boosted out and help raise your profile with peers and potential customers.

All a bit overwhelming? Spot Color Marketing has reputation management packages at several different levels to help you create a customized program that will help tell the true story of your business to enhance your online reputation and increase your sales.

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Email your clients a virus (just kidding)

How a negative email turned into a positive experience.

A few months back one of my employees sent me an email with an attachment saying, “I can’t open this, can you? Is this from one of our clients?” I glanced at the email, saw it was from one of our valued clients and opened the doc. Uh-oh!

Thank god it wasn’t a terrible destroying type of virus, but it was a “phishing” email trying to collect as many emails as possible. It started sending the same email to all 3000+ friends, family and clients in my in contact list.

Within two hours my phone was ringing off the hook and my email was jammed. “Why are you sending me this? Did you mean to send me this? How do I open it?” On and on for the next 48 hours, argh!

Ok, so this experience was annoying and embarrassing, but it was also delightful! I heard from clients and friends that I haven’t heard from in years. We were reconnected! We set up lunch appointments and happy hours, I had past clients wanting new work, referrals were passed, the list went on and on.

When was the last time you reached out to your clients?

In a way it was one of the best “mistakes” I had made. Marketing 101: Reach out and stay on the top of people’s minds. We tell our clients this all the time. Why? Because it works. You don’t want to be selling to your clients all the time, that would get annoying and become of the best reasons for them to unsubscribe from your list. Instead, reach out to say “Hello” and see how things are going. Send along a cool article or give them some nugget of information that may help them with their business or personal life. That’s the good stuff! There are six types of emails that you can send to stay connected to clients without overwhelming their inbox. Let them know you value their opinion by sending a short survey, you can even offer an incentive to encourage a response and thank them for their time. Another great way to keep in touch is by sending a holiday email, this type of email is a great way to connect on a more personal level and build relationships. Those little touches can make a huge difference, please don’t send them a virus, but do stay in touch!

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