Posts Tagged ‘reputation management’
By John Joyce on April 20, 2010 - Comments 2
Did you know that people can post a review of your business in Google Maps? Google also pulls reviews from other sites (Citysearch, Insiderpages) and automatically posts them to your business listing. Strangely, as the business owner, you have very little control over these reviews so you’ll have to add this to your “watch list” for online reputation management.
Sentiment Analysis is a quickly growing data set that listing services are collecting and publishing, so, what are your options when dealing with negative feedback that finds its way into your business listing?
- If a review was posted directly to your business listing in Google, you can flag it and then you’ll have to prove that the post violates published terms and conditions.
- Are you able to identify the person who posted the negative comment? If so, reach out to them, listen to their feedback and try to address their concerns. Ask them if they would be willing to change or delete their negative review.
- Google suggests you contact the webmaster of the 3rd party sites if the negative review wasn’t posted directly to your business listing. Some of these sites do allow you to post a “response from management” but that won’t show up in Google Maps. (Google does not allow you to post this type of response)
- Google lists 5-6 reviews so you can solicit new reviews from satisfied customers in an effort to push the negative ones off the page. Be careful, though; too many reviews being posted in a short period of time will trigger spam alerts and hurt your ranking.
Obviously, it helps to have a solid customer support system in place and an easy process for sharing feedback directly with you so these types of issues are not broadcast to the general public. Reputation management is an important aspect of your daily marketing life and should be treated as such.