Southern California Reputation Management
What is Reputation Management and Why Do I Need It?
Reputation management is the influencing and/or control of an individual’s or business’s online reputation. Whether we like it or not, as business owners our customers now have an outlet at their fingertips 24/7 to tell the world about our businesses – both good and bad – and they can do it in real time.
The general rule is that news of bad customer service reaches twice as many ears (minimum) as praise for good service.
It is also estimated that for every 1 customer who complains, there are 26 who are also upset but haven’t said anything yet.
When you put the immediacy of the Internet on top of how people are more likely to share bad news than good, you have a potential powder keg on your hands should something go wrong with a customer.
(To be clear: if your business gives terrible customer service, has low quality goods and services and is basically scamming people, you deserve all the negative reviews and to go out of business; we certainly won’t be able to help you, nor would we.)
Bottom line: you absolutely MUST be delivering your best day in and day out in the marketplace and have some sort of reputation management and monitoring in place to make sure that what is being said about you online is true and portrays an honest picture of your business.
What Are the Most Important Properties for Reputation Management
There are many online properties for rep management (and our services utilize they most powerful) but by far, the one that can have a gigantic impact on your business – both good and bad – is Yelp.
Here are some numbers:
- Number of unique mobile visitors in Q3 2014 – 73 Million
- Number of daily calls to businesses generated from Yelp – 200,000
- Largest age group on Yelp – 35-54 (the money demographic)
- Largest education level on Yelp – college
- Largest Income level group on Yelp – $100k+ per year
- Number of reviews posted every minute by Yelp users – 26,380
Yelp users (Yelpers) are fiercely loyal and consistently review and recommend businesses. I have personally worked with Yelp and used it myself and I can say from experience the reviews can be all over the board as far as level of enthusiasm and impact on someone who reads them.
The bigger challenge with Yelp are the negative reviews. For some reason on Yelp, the negative reviews can be INTENSE. Yelpers have no problem with flaming your business to the ground with negative reviews if they feel slighted or your business is not up to their standards.
The problem with Yelp is that you the business owner have NO RECOURSE when it comes to negative reviews, other than being able to publicly respond to them. Even if someone leaves a negative review that is fabricated, false or they were just having a bad day – you CANNOT get it removed.
If It’s On the Internet – It Must Be True
There are other properties – like ripoffreport.com – that can also be harmful to your reputation. You can also be like another client of mine that was involved in a bitter court case where the other party was putting out negative press releases that were getting picked up by all the major search engines, each press release stating what a terrible company my client was and how they were losing in the courts and going out of business.
None of it was true, but it didn’t matter; it was out there in the search engines, people were seeing it and they were believing it because there was NOTHING ELSE to tell them it wasn’t true.
When It Comes to Rep Management, You are Being FORCED to Play the Game
When it comes to Yelp and your online reputation, you really don’t have a choice – you have to play the game.
No Southern California reputation management firm can get negative reviews REMOVED, but you can drive them back so far in the search engines under a flood of positive, truthful information that the negativity won’t be seen and won’t matter.
Fortunately, we have created systems to help you manage your reputation. We focus on making sure that content that tells the truth gets out there and then we make sure we drive it to the top of the search engines, driving the negative and untrue reviews DOWN the search engines.
To find out about our Reputation Management Services here in and more, please fill out our Discovery Form and we will contact you in 24-48 hours.