Why Your Online Reputation Matters

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If you’re a typical business owner that relies on word of mouth referrals, you understand the value of reputation.

That is, you know it’s important that people perceive you in a certain way.

So you are kind, courteous and professional when you’re dealing with your clients.

But that’s only half the puzzle…

That’s just the offline world.

What you may be forgetting is the online component – how people see you, treat you and talk about you on the Internet.

For example, if a client has a bad experience with one of your sales reps, they may vent on Facebook or Twitter.

Now if you’re not a Fortune 500 company, it probably won’t go viral.

So… a little Facebook post from an unhappy customer won’t hurt you too much, right?

Wrong!

These days, people leave reviews on sites like Amazon, Yelp and Google Reviews to share the experience with new prospective customers.

And their opinion matters because it impacts how new would-be customers will relate to you before you ever get the chance to meet with them.

Let me share a story that just happened with one of our consultants.

You see, she just moved to a new city and suddenly needed an appliance repair service because her washing machine broke down.

As it was already out of warranty, she asked the manufacturer to recommend a specialist so that she could get it repaired at her own cost.

(Like I said, reputation matters – she trusted the opinion of a customer service representative, basically a random stranger.)

Once she got the name and number of the company, she phoned them up for an appointment.

She was told that they’ll come in three business days (five calendar days for her because of the weekend) and will charge $70 for the trip to give an estimate.

Just out of curiosity, she looked up the repair shop online – only to find that they had horrid reviews on Yelp!

She immediately looked for another solution – and found a service that would be less expensive, come out the next day and apply the initial fee toward the repair works if she chose to proceed.

Needless to say, she cancelled her initial appointment and happily booked a time for the next day with the new company.

What’s interesting about this story is that she had no idea she’d have a better option – she went with a recommendation from the manufacturer’s rep initially.

But then, that recommendation proved to be useless once she found out about the actual experiences of this company’s clients.

My hope is that after reading this article, you realise that small things like online reviews not only apply to books on Amazon and restaurants in Yelp’s review pages.

A few positive reviews can help you get floods of new customers – and a few negative ones can make your prospect run in the opposite direction.

If you’d like help with developing a strategy that proactively manages your reputation and helps you attract enough clients to double your profits in the next twelve months, give us a call at 1300 680 223 . We can help.