How to Master Online Reputation Management for a Local Business

Online Reputation Management for a local business is about how you monitor, review, and respond to what is said about your small business on the Internet.

Anybody doing business on the Internet can be subject to both good and bad publicity. Good publicity for our business is something we all strive to earn and maintain, but sooner or later you’re likely to brush against negative publicity. The truth is you will need to cope with both accordingly and quickly.

Online Reputation Management



Monitoring is approximately investing in place mechanisms to obtain alerted when something good or bad is said about your organization. As much local companies have come to learn, one bad review at Yelp or Google Places, or perhaps a negative weblog comment about you, can ruin your reputation, and suppress customer leads or revenue.

Be sure you have a small business listing at all of the major review web sites such as for example Yelp, Google Places, and Yahoo! and Bing Local, and also have some body monitor them for new reviews daily. Your organization also needs to be on Facebook and Twitter and monitoring comments.

But think about every-where else? The web is huge just how does an area business make certain it can “listen in on it? ” There are a number of free tools available but for local businesses my preference is still Google Alerts. Because of the popularity of Twitter I’ve also begun to suggest Monitering Twitter, which has become a popular vehicle for passing around good and bad comments about a business. Another reason Online Reputation Management is so important today.

Both these tools are easy to use, and allow you to put in keywords and receive daily alerts based on chosen keywords. Keywords you choose should include your business name and your name as the owner at a minimum.

It’s unlikely a local business will generate an overwhelming amount of alerts or tweets in a day, so I’ve tended to find the results from these tools are manageable.



So the alerts have resulted in in your email inbox or in your RSS reader and you’ve clicked to learn that which was said about you. Don’t assume all alert will demand a reply. If you’re active in your community then you’ll get mentions in local blogs and on line press. Many of these don’t need a follow-up from you.

The mentions and reviews you will need to react to is going to be obvious. Once you read them they’ll either invoke the “Wow Factor” as in just what a nice thing to state about my business in public areas, or you’ll experience a sensation of dread in the pit of one’s stomach. I’ve known both. Either of them deserves a reply, it’s just basic Online Reputation Management.


Online Reputation Marketing


When some body says something really positive about your organization it’s fun to respond. But even here it’s vital that you respond quickly and allow reviewer know you appreciate the comment.

People prefer to be recognized and thanked, so when you respond sincerely they’re more prone to partake in “word of mouth” marketing offline in your stead – which will be crucial for an area business.

The bad comments or reviews demand consideration before responding. An area business should attempt to correct the situation with the customer offline, and if it gets resolved ask the reviewer to go back and add to the review the final outcome.

Always respond to negative reviews as your future customers will be reading and making decisions on reviews, and an unanswered negative comment conveys you don’t care what people say about you. That’s just bad Online Reputation Management.

Here are some simple rules when responding to a bad review:

If what they say is basically true and you were just having a bad day admit it, and briefly explain what you did to rectify it and move on. No local business is perfect. If your business model allows provide a refund, as it conveys you made the best business sacrifice to improve the problem.

Give your self a day before posting the review, and also have someone else review your response. This can ensure you’re maybe not reacting too defensively. Don’t argue or get personal – even though they did – it looks unprofessional and gets messy and no body wins. Keep your response as short that you can, and end on a confident but conclusive note.

On line reputation management for an area business is now increasingly essential as more smaller businesses conduct to generate leads and commerce on the net. Having an activity set up in the beginning to take care of good and bad reviews of your business will be a key component of your online success.


Solution to Your Online Reputation Management Problem

Zachary Miller helps small businesses with their Online Reputation Management, Online Reputaiton Marketing, Local Internet Marketing and more. You can pick up a free guide and eCourse on how to get your local business on the Internet at

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