Issue link: https://www.ascpskindeepdigital.com/i/493450
Create your free business website! www.ascpskincare.com 29 who have a complaint expect a response within 24 hours—and sooner is better! I personally address negative reviews and comments with gratitude for their feedback, an apology for their dissatisfaction, and a pledge to correct any problems I can—all right on the site. This shows the customer, as well as others reading the reviews, that you care and are responsive. When necessary, I reach out to these clients privately (if I have the information to do so) to discuss specific amends or details about their experience. In some cases, you may want to request the disgruntled party post an update based on how you resolved the issue. Regardless, keep in mind you will not be able to delete any reviews clients post—or your own online responses—so proceed carefully. Review-Related Tasks Like with any online presence, it's important to stay up to date and abreast of what customers are saying about you. Here are some ways to do that: 1. Set up Google Alerts. While the Internet can seem too vast and uncontrollable to keep track of what people are saying about you, there are ways to make it much easier. First, in just a few minutes, you can set up a Google Alert on a few key words that will email you daily or weekly when new pages are posted with those terms. For example, I have alerts for my name, "Felicia Brown," and "day spa." I get a ton of listings for day spa, and one or two a week for my name. If there are no postings containing the key words in your alert, there is no email. Second, many review sites will automatically message you when a new review has been posted. 2. Review the Reviews. Create a reminder on your calendar to look over all your reviews and check up on these sites regularly—at least once a month. At the least, read and respond to client reviews, but also take time to browse other busi- ness reviews and get a sense of what is happening with the review site itself. 3. Read Competitors' Reviews. You may be able to glean some good ideas about how you can improve your business from the good and bad reviews your competitors receive. However, you should not review your competitors. Also avoid reviewing colleagues or friends in your industry, even if you believe your review is unbiased. Doing so will likely violate the site's policy on nonbiased reviews. Here are some tips and best practices to help you make the best of your presence on online review sites: 1. Don't put all your eggs in one basket. Having accounts at multiple business review sites is smart for a couple reasons: (1) you want to be listed at all of the local business review sites your clients are searching, and (2) each account represents another web page referencing your own website, which increases your ranking in search results. 2. Treat your competitors the way you'd like to be treated. This is simply about playing fair. Waging a negative online campaign against a competitor should and will get your account deleted. 3. Copy and save all online customer reviews. You can reuse these reviews on your own website and marketing materials. Summary Love them or loathe them, online reviews are here to stay. Taking the time to understand and properly utilize reviews as a marketing resource for reaching and obtaining potential new clients can help your business tremendously and will help you make new client connections while you sleep. Felicia Brown is the author of Free & Easy Ways to Promote Your Massage, Spa & Wellness Business and owner of A to Zen Massage wellness spa in Greensboro, North Carolina. She is passionate about inspiring others and provides marketing coaching to spa and wellness professionals through Spalutions. For more information, visit www.spalutions.com.