A core component of the SpotOn platform that we provide to all businesses who partner with us is online review monitoring. In short, our review management tools compile all the reviews for your business across the seven most popular sites, including Yelp, Tripadvisor, Google, and Facebook. Our software also sends you alerts any time a new review is posted about your business, and prompts your best customers to leave positive reviews. This is a powerful tool that can save you heaps of time monitoring your online reputation, but you still need to put in a little work if you want to make sure negative online reviews aren’t scaring away customers. We’ve written numerous articles on the topic here on this blog, so in case you missed it, here are the four key steps to turn your online reviews into an asset that can actually boost your revenue between 5% - 9%, on average.
Step 1: Claim Your Company Page on the Top 5 Review Sites
Before you can officially reply to customer comments on any of the review sites, you first need to claim your business page on each of those sites. Each site has slightly different procedures for doing so, but luckily this is a one-time thing. Once you’ve claimed your pages, you’ll be able to quickly respond to every new review that is posted—simply click on the review link from your SpotOn dashboard when you get an alert about the new review.
Read our blog post “Top 5 Review Sites Where You Absolutely Must Claim Your Business Page” to learn how to claim your business pages.
Step 2: Respond Appropriately to Negative Reviews
Once you’ve claimed your business pages on the major sites where you’re getting reviews, you need to make a habit of responding to reviews in a timely fashion, particularly negative reviews. Studies show that as few as one to three negative reviews can scare away 67% of prospective customers if you’re not proactive about responding to them.
Read our blog post “How to Address Negative Reviews” to develop a response strategy that makes sense for your business.
Step 3: Take Active Steps to Improve Your Overall Ratings
Responding to negative reviews is crucial, but it is a reactive strategy, and it’s only half of the battle when it comes to protecting your business’s online reputation. The other half of the battle is being proactive about getting new positive reviews from your best customers. With a larger number of positive reviews on the major review sites, they will drown out the negative reviews even when they pop up.
Read our blog post ”4 Steps to Increase Your Yelp Score and Boost Revenue” to learn how to get more positive reviews and improve your overall ratings.
If you find that some of your positive reviews are being hidden on Yelp, a common occurrence, you can also take action to unfilter those reviews. For strategies on doing that, read our post “Unfilter" Hidden Positive Reviews on Yelp to Boost Your Score.”
Step 4: Use Reviews as an Opportunity to Improve Your Business
An overlooked aspect of online reviews is taking negative reviews at face value. Oftentimes, critical reviews from customers are correct. Yes, it’s difficult to take negative reviews as constructive criticism when it’s your business being criticized, but if you can manage it, you have a golden opportunity to make your business even better based on real-life customer feedback.
To learn more read our blog post, “Why Negative Reviews Aren't All Bad for Your Business.”
Don’t stop at just reading your own negative reviews, though. Make sure to also keep an eye on your competitors’ negative reviews to see where you can gain a competitive advantage. Check out our blog post “Why You Should Be Reading Your Competitors' Negative Reviews” for more details.
Managing your online reviews can be a time consuming chore if you don’t have the right software to help you keep track of when new reviews are posted. Get your free demo of SpotOn’s review management software, just one of the powerful tools included in our platform that help you run and grow your business.