Owning a business can feel like a rollercoaster sometimes. One moment you feel like you have this sunroom contracting stuff figured out, and the next moment your mood is crushed by a bad online review. There are always going to be haters in the world, but fortunately there are things you can do to control your online reputation. All it takes is a little time and attention.
Create Accounts on Online Review Websites
The three biggest players in online reviews are Google, Yelp, and Facebook. If you don’t already have business accounts on those sites, make it happen. In the instance that you took over the business from someone else, make sure you “claim” it so you can have access to the account reviews.
If you don’t have a Facebook or Yelp account, now is a great time to create one. You can ask happy former clients to give you a review that can help you get started.
Know How to Respond to Negative Reviews
Inevitably you will receive a negative review someday, no matter how hard you try to provide great customer service. The customer might be having a really bad day, there might have been a miscommunication, or maybe you really did make a mistake (you’re only human). In any case, you should always type a response on the review website, because potential customers want to hear both sides of the story.
When typing your response, check your ego at the door. Simply stating facts might seem like a fine option, but readers could see it as cold and arrogant. Stay polite and use positive language. Show empathy for their perception of the situation. Take responsibility if you played any role in their complaint. Ask someone else to read the comment before you post to make sure it comes across as a win for the business.
Proactively Seek Online Reviews
Online reviews are a numbers game. The more you get, the more accurate the average. Most satisfied customers don’t think about leaving positive reviews, so your star average will be skewed if you don’t ask them to.
Come up with a customer service email you can send when customers’ projects are completed. Include a link to your Yelp or Facebook page and ask them to leave a review.
Hire a Third Party to Help
If you are unable to dig yourself out of a mess of negative reviews, there are many companies out there that specialize in reputation management. Search for ways to help your business manage their online review reputation.
Boost Online Reviews by Offering Contractor Financing
Create an online reputation of being a one-stop shop for all your customers. You can provide excellent sunroom design, building, and financing when you partner with HFS Financial. We can get your clients the sunroom loan they need quickly and easily. All you will need to do is direct customers to our 60-second application. After they pick their perfect sunroom financing option, their project will be funded up front so you can get started right away. Remember, at HFS Financial, “You Dream It, We Finance It!”