maintaining online
reputation

February 25, 2020

Let’s face it: the way most customers hear about your small to midsized business is through an online search.  With the start of the new year, it is important to make a resolution to constantly be on top of your online reputation, keeping it positive and rectifying any bad situations to prevent bad publicity.  Monitoring search results, reviews and relevant posts on social media is crucial to ensuring that your business holds a positive stake in the marketplace and will continue to grow.

If your business does not have a social media page on any account, creating and registering those pages should be at the top of your priority list.  A social media page that is managed the right way creates a positive relationship with customers and gives them an opportunity to privately communicate something gone wrong.  Your company’s website should be up to date as well, with relevant information and a contact page.  GEM’s digital marketing specialists work hard every day to ensure that companies are properly set up online and equipped to communicate with their customers through those platforms.  Claiming your business on Google is also important, as it greatly reduces or eliminates the opportunity for an unknown party to claim ownership and create content that slanders your business or scams customers.  GEM’s IT professionals have expertise in this area and will help you every step of the way.

Many small to midsized businesses do a good amount of their business for the fiscal year around the holidays.  Given the sheer number of customers with whom you interact at this time of year, there are bound to be some miscommunications here and there.  The key to preventing the customer from posting a bad review or complaining on social media is communicating with her in person and attempting to privately rectify the situation.  With careful discussion and an opportunity for the customer to express her needs, a compromise can usually be made that repairs the relationship and makes the customer unlikely to publicize the situation.  If you do see a complaint before you have a chance to communicate with the customer, publicly respond to it and encourage that customer to reach out or come in to discuss things further, making a promise to fix the situation.

The internet is the first place where people look nowadays in order to get started on a search for products and services.  If the first thing that pops up about your business is negative content, very few, if any, customers would be willing to proceed further when they could just scroll to the next business on the list that has a better reputation.  By engaging with customers throughout your entire relationship with them and showing them that you care about them, you can earn their trust and make them want to follow through with their purchase.  Online reputation management is not an area you can ignore if you want your business to be successful, and starting off with a positive reputation sets the stone for a successful fiscal year.  Please contact GEM today so our team can help make sure your business is in the right place with your customers.

Written By: Anthony Luparello



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