An online reputation is unavoidable this day in age. However, how your business is being represented online does not have to be out of your hands. One thing you can do to manage your online reputation is monitor customer reviews that are left online. Why not take it one step further and start responding to the reviews that are left? Online reviews reflect your facilities reputation and are a component of your marketing efforts, even if your business is part of a free online listing. Make sure to put your best face forward and start replying to your customers.
The Positive Review
Positive reviews are great free advertising for your facility. Potential customers that read a positive review are more likely to come to your facility. The purpose of responding to a positive review should always be to tell your customer how much you appreciate their business. This time should not be used to solicit business. They left a positive review; therefore they already like what you are doing. It would be inappropriate to offer incentives at this time. Take the time to introduce yourself to the customer and let them know you value their input and their business.
The Negative Review
Although negative reviews can be hard to read it is important to respond to them. Ignoring a negative review does not make it go away. Put a positive light on a negative review my leaving a response. Remember to keep your responses useful and courteous. Take a deep breath and think before you type. The purpose of responding to a negative review is to show the customer that you value what they have to say. Maybe there is something you can clarify to the reviewer that will change their mind about your business. Responding to a negative review not only helps the person who left the comment, but it also shows potential customers that you do your best to correct an issue. Still worried about responding to a negative review? Check out this article from Forbes.com, Handling Haters: How to Respond to Negative Online Reviews.
An online reputation is important to your business. If you are interested in learning more about managing your online reputation read, Managing Your Online Reputation: How to Respond to Customer Reviews, an article by The U.S Small Business Administration. How you respond to customer reviews is a big part of leaving a good impression. Monitor your customer reviews regularly to ensure you are sending the right message to your customers. Responding to a review, good or bad, will help you build a relationship with your customers and will lead to repeat business. If your self-storage facility has customer reviews that are left online, get to responding!
Andrea enjoys helping others as an Operations Analyst for the U-Haul Self-Storage Affiliate Network. Along with her duties as an operations analyst, Andrea manages the U-Haul Self-Storage Affiliate Network’s social media pages. She is currently studying at Gannon University earning her MBA in Marketing and has previous experience in marketing and event planning. In her free time she enjoys going bowling and has recently hit her highest score of 150.