What To Do With Customer Feedback

How To Use Customer Feedback To Improve Your Business

Remember when you were a kid and you knew everything? Naps were boring, vegetables were gross and learning math was a waste of time. Hopefully, you had adults in your life who made you get your rest, eat your broccoli and do your homework. It turns out, you didn’t always know what was best for you.

Interacting with customers is a little like raising kids. They want you to have lower prices, more employees and shorter wait times. What they don’t understand is that lowering your prices any more would make it impossible to turn a profit, as would hiring more employees. If you did slash your prices and bring on new staff, you might have to close up shop within months.

But if you ignore your customers’ complaints about your high prices and inattentive employees, they’ll stop bringing you their business altogether. They’ll write you off as someone who doesn’t care about them as customers.

So no, the customer isn’t always right and doesn’t always know best. But just as you can’t raise happy, healthy kids without listening to their wants and needs, you can’t create and keep customer loyalty without asking your customers for their input – and, just as importantly, using that input to improve your business.

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How Hotels Can Manage Their Online Reputation

Online Reputation Management for Hotels

If home is where the heart is, then why is it that hotels seem to be where the heartless are?

Okay, most of your guests are probably lovely. After all, your staff works hard to make each guest feel welcomed and comfortable. Hopefully, guests notice that effort and appreciate it. But the ones who don’t – the ones who feel the towels are too scratchy or the doors too squeaky or the elevators are too slow – they’re happy to share their negative experiences with the world at large.

Maybe it’s because people feel vulnerable when they’re away from home. When they’re also outside of their usual routines, tired from traveling and shelling out $100 or more per night, it’s easy to imagine how people who are normally pleasant can turn vicious when they’re in a hotel.

Which is a big problem when you’re in the hotel industry and those guests have the Yelp or TripAdvisor apps on their phones. Getting them to write reviews isn’t a challenge – it’s getting the happy ones to review you that can be challenging, unless you have a tried-and-true system in place.

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What To Do With Online Reviews

How to Use Online Customer Reviews to Your Advantage

The sun is shining, the birds are chirping and no one’s being annoying yet today, so it’s the perfect time to sit down and check out the newest Yelp reviews for your business. Let’s say it’s a garden gnome store.

Three new reviews are up:

“I love this place! The cashier who helped me on Thursday gave me a 20 percent discount just to be nice. They always go above and beyond.”

“The selection here is terrible! I couldn’t find any gnomes I wanted. I went to Norm’s Gnome Hut afterward and they had twice as big a selection.”

“Nice little store. I visited over the weekend and it was busy, but the employees were great. Bought a gnome for my mother. It’s going to be awkward to wrap! The parking lot was really slippery, so be careful.”

To an impartial reader, those few reviews are forgettable. But to you, they contain insights into how you can do better – and how you can outsell Norm’s Gnome Hut.

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How To Get More Reviews For My Restaurant

Online Reputation Management for Restaurants

How’s your headshot? As a real estate agent, you probably have one that’s printed on your signs, featured on your website and maybe even splashed across billboards and bus benches.

On photo day, did you roll out of bed and plop yourself in front of the photographer, trusting that whatever image he captured would be good enough? Or did you put in some time and effort to make sure you got the best possible photo, one that represents your professional polish?

You probably did the latter. Real estate is one business in which image and reputation are both critical, and you know better than anyone that those things have to be cultivated.

Like the owner who repaints his kitchen and updates his landscaping to get a better price for his house, you can get more clients by maintaining a positive online reputation.

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How To Get More Reviews For My Business

How Getting More Online Reviews Can Change Your Business

Your business is perfect. Your customers are satisfied, your employees are competent, your profits are robust, the bathroom never runs out of toilet paper, a drone delivers a gourmet lunch at exactly noon each day, your dedicated masseuse is always on hand to rub your shoulders – hey, is that Tom Hanks working in the next cubicle?

Nope, you’re dreaming. Because no matter how well your business is doing, it’s not perfect. You can always improve. Making those improvements isn’t easy, though. Hiring a consultant or doing extensive renovations is expensive. And what if changing one thing actually makes two other things worse?

No matter what type of improvements your business needs, online reviews can help you achieve them. Posts on sites like Yelp and Google have tremendous influence over your customers.

That may be hard to believe when you think about the reviews you’ve seen that say things like, “Food was okay, parking lot was weird.” But the research is clear: most of us use online reviews to help us make decisions about where we spend money.

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Real Estate Online Reputation Management

Online Reputation Management for Real Estate Agents

How’s your headshot? As a real estate agent, you probably have one that’s printed on your signs, featured on your website and maybe even splashed across billboards and bus benches.

On photo day, did you roll out of bed and plop yourself in front of the photographer, trusting that whatever image he captured would be good enough? Or did you put in some time and effort to make sure you got the best possible photo, one that represents your professional polish?

You probably did the latter. Real estate is one business in which image and reputation are both critical, and you know better than anyone that those things have to be cultivated.

Like the owner who repaints his kitchen and updates his landscaping to get a better price for his house, you can get more clients by maintaining a positive online reputation.

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How Online Reputation Management Works

Online Reputation Management Tools: How They Work

“Online reputation management,” like “high current income mutual fund” and “a Kardashian said,” is one of those phrases that probably makes your eyes glaze over.

No judgment; reputation management may sound dry and dull if it’s not part of your job. It’s also the kind of term that gets thrown around a lot but doesn’t mean the same thing to everyone. But in most businesses, online reputation management simply means making sure that customers are saying good things about you online.

And while some businesses use shady practices to ensure their positive online reputation, it’s actually easier (not to mention more ethical) to tackle this in a straightforward way. It’s as simple as this:

Give your customers great service, and systemize the way you handle the rest. You’re responsible for the first part. Reputation tools help you do the second.

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Chiropractic Online Reputation Management

Online Reputation Management for Chiropractors

When the bar trivia theme is “the human skeleton,” you’re the expert everyone turns to. But when it comes to online reputation management, no one expects a chiropractor to have all the answers.

It’s time to prove them all wrong. Mastering these business-building skills is shockingly easy when you use the right tools.

And considering that your reputation has the power to make or break your practice, you can’t afford to ignore it.

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How To Manage Customer Service For Your Business

The Do’s and Don’ts of Managing Customer Service For Your Business

Running a business would be so easy if not for those pesky customers. You know, the ones who also keep your business afloat and without whom you wouldn’t be able to survive?

But, wow, those customers are not always right. Some yank at your locked doors even when you’ve clearly closed up for the night, and they may be snippy and rude to even your sweetest employees.

You probably have at least one problem customer who perhaps believes she was royalty in a previous life and is therefore entitled to discounts… all the time… on everything.

And yet, keeping your customers happy and making them feel respected and valued is absolutely critical.

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Dentist Online Reputation Management and Reviews

Online Reputation Management for Dentists

It should be reassuring, as more and more industries outsource work and move their processes online, to know that you’ll never be replaced by a virtual dentist.

No telemedicine service will be able to undercut your prices for root canals. No self-driving robot will make house calls to tighten braces… at least, not for another few decades.

But while so many parts of the dental field remain firmly rooted (tooth pun!) in the brick-and-mortar world, your reputation has moved. It now exists almost entirely online. If you want to shape it and make sure it’s as solid and positive a reputation as you deserve, you’re going to have to get online too.

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