We at ECA Technologies Inc. / Designtorontoweb.ca understand how every online business imaginings and wishes of having something go “viral,” but sometimes it happens when you least expect it or with unforeseen outcomes and circumstances. For a small “ma and pa” business, this can be especially intimidating as online gossip or negative reviews can be the difference between securing or losing a potential customer (and sometimes hundreds or thousands of them).
So, how do you manage your online reputation? Hire us to do so…. or Practices these 4 crucial tips for your small business to implement:
Use a monitoring tool: Small business owners don’t have a lot of time and with so many online channels playing host to conversations about your company and brand, it is a daunting task to try to keep on top of all of the information. I suggest using a monitoring tool to remove a lot of the legwork for you. Google Google Marketing and Yahoo! Yahoo! Marketing Dashboard offers such tools .
Influence and control your raving fans: If you find a negative review about your company, often the best way to battle negativity online is with positivity. Once you identify a bad or unfair review, go to your core base of customers or fans and get testimonials (written or video) and support to compensate for the others. Anyone reasonable individual will take all of the information into account.
Make it right be accountable: If you do mess up, which happens even to the best small business, don’t just say you’re sorry, but offer a solution. Responding to an online issue authentically with a “we are so sorry that we dropped the ball, but our goal is your satisfaction. Can we offer you X?” can turn around a negative experience and have the extra benefit of letting others see how you handle the situation. People are forgiving when you ‘fess up and make an effort.
Know when to leave it alone “just walk away” : In an isolated incident (particularly with someone who seems a bit “off”), sometimes NOT drawing attention to it is your best strategy. When it comes to your online reputation, you have to know when to hold ’em and know when to fold ’em!