Reviewing Online Reviews
Do you receive online reviews? Do you know what directories online you are listed on that allow reviews to be left about your business? The reason we ask is, it’s come to our attention that some businesses aren’t aware of what 3rd party sites their website is on. For example, you may sign up to one directory listing which is in partnership with other directories. By creating your profile on there, you will then appear across a number of directories where customers can leave reviews about your company.
How to find out where you are listed
One of the quickest and easiest ways to find out where your business is listed online is to search for your company name along with the word ‘reviews’. For example, if we wanted to know what 3rd party sites we are on, we would run a Google search for the phrase ‘Total SEO reviews’. We can then quickly see that we are listed on sites such as Trustpilot, Yell, Reviews.co.uk, Glassdoor and Facebook. There may be some others we don’t know about, but what we really care about are the ones that are appearing on pages 1-5 of Google and the other search engines, as these are the ones that our potential customers are likely to see.
Why do you need to know?
It’s extremely important that you know what is being said about your business online. It’s true to say that over the past 5-10 years, growing businesses online has exploded. Brands can be made and destroyed from what is said about them on the internet, so understanding how your current and previous customers have felt about the service they have received from you needs to be monitored.
Now more than ever it couldn’t be easier for customers to write about how they feel about your business through an online review. Hopefully, this feedback is always positive, but if a negative review appears online, you need to manage the process of resolving the issue as quickly and effectively as possible.
How to manage online reviews
Once you know what 3rd party websites your business appears on, you can keep track of them on a regular basis. Once a review is left about your business, you can respond to it straight away. We always recommend replying to every review left about your business, whether good or bad. However, if it is bad, then we advise facing this head-on, investigating why the review was left and understand if there are parts of your business that need improving. Apologise to the reviewer online if necessary and explain the steps taken to improve. This type of damage limitation is extremely effective in minimising any problems that negative reviews can create.
The reason we also say to reply to the positive reviews as well with a simple ‘thank you’, is because it speaks volumes to potential customers. It shows you genuinely do care about your customers and appreciate them.
Reviewing online reviews should be part of your weekly work plan or daily if you receive a high volume of reviews. We hope this article helps provides guidance to you when it comes to managing the reviews you receive online.