Your reputation is everything. It’s what makes customers choose you over the competition.
If you struggle with protecting your reputation online, an online reputation manager (ORM) can help. They are experts in ensuring the internet reflects your business’s quality and reliability.
With their help, you can ensure your positive feedback shines. You’ll also find negative comments are addressed professionally and promptly.
In this article, we’ll explore what an ORM is and why having a five-star online reputation is crucial for your business.
We’ll look at the many ways in which an ORM can benefit your business, from improving visibility to attracting quality employees.
And finally, we’ll share actionable tips to help you along the way.
Ready to ensure your business’s online reputation reflects your hard work and dedication?
First, let’s dive into online reputation managers and how they work for you.
What Is an Online Reputation Manager?
An ORM is different from digital PR. It’s more about protecting your image than building it.
An online reputation manager can be a service or software. The primary function is to help your business look good online.
This service or tool watches what people say about your company. The goal is to minimize bad reviews and highlight the good ones.
Here’s how it works for you:
Responds to Reviews
The online reputation manager replies to all feedback promptly. This shows your business listens and wants to get better.
Manages Search Results
Sometimes, negative comments and reviews show up first in searches. An ORM works to ensure the positive is more visible.
Corrects False Information
Incorrect information can spread fast online. The ORM addresses this. They ask websites to update inaccurate details so that your details are consistent across many platforms.
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Why Online Reputation Management is Important
No matter your business size, you must have a solid online foundation. How does a flawless online reputation help your business thrive?
You Build Trust.
People trust search engines. In fact, 59% of people believe search engines more than any other source. If your business looks good online, more people will trust you.
You also build trust through positive reviews. This trust is vital because 98% of people read reviews before choosing a local business.
Problems Are Dealt with Fast.
Sometimes, customers might be unhappy and post negative things online. An ORM can quickly deal with these problems. They interact with unhappy customers and solve their issues. This stops small problems from escalating.
You Create a Positive Image.
For businesses like plumbers, cleaners, or electricians, opinions can make or break your business.
An ORM ensures the good is easy to find and the not-so-good is properly addressed. This way, when someone looks up your business, they see more happy customers and good experiences.
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6 Ways an Online Reputation Manager Benefits Your Business
An online reputation manager can help your business stand out online.
Here’s how they do it:
1. Maintaining a Positive Online Presence
An ORM ensures people who encounter your business see the positive first.
How it’s done: Online reputation managers monitor what people say about your business online. If they find something negative, they work to fix it. They also share good reviews and stories about your work.
Why it’s important: People often search online before they choose a service. If they find good things about your business, they are more likely to pick you.
Example: The online reputation manager for an HVAC company finds a bad review about a late service call arrival. The ORM would respond to the review, apologize, and explain how you’re fixing the issue. This response shows others that you care about your service.
2. Building Trust and Credibility
Trust is essential for your business’s ongoing success. An online reputation manager helps build this trust by highlighting the very best of your business.
How it’s done: The ORM responds to reviews and comments in a professional way. This shows you’re a business that listens and improves.
Why it’s important: When people see that you care about your follow-up, they trust you more.
Example: For a plumbing business, the ORM might share customer stories and case studies on your website. Content establishes your expertise in the industry.
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3. Attracting New Customers
An online reputation manager makes your business look great online. This can bring in more customers.
How it’s done: They make sure the best reviews and comments about your business are easy for people to find.
The ORM also helps fix bad reviews by talking to unhappy customers and resolving their issues.
Why it’s important: People use search engines and social media to find local businesses. They’re more likely to call you if they see good things about your business.
On the other hand, if they discover too many bad reviews, they’ll likely take their business elsewhere.
Example: Imagine your HVAC customer wasn’t happy and left a bad review because their repair took too long.
Your online reputation manager would reply to the review, explain the delay, and maybe offer a discount on their next service.
When a prospect searches for an HVAC company in your area, they see this response. They believe that you care and fix problems. So, they decide to give you a call.
4. Boosting Customer Loyalty
Sustainable success is about more than attracting new customers. You need to retain your existing customers, too.
An ORM can help with this process.
How it’s done: They keep in touch with your customers online. They might thank a customer for a good review.
Why it’s important: When customers see you respond to their needs, they stick with you. They also tell their friends about your great service.
Example: Let’s say you run a plumbing business. A happy customer leaves a review saying how quick and clean your service was.
Your online reputation manager thanks them in the comments. Then, it offers a tip for keeping their drains clear. This level of care makes customers feel valued and more likely to use your services again.
5. Improving Online Visibility
An ORM boosts your business’s visibility on the internet. This helps more customers find you.
How it’s done: Reviews on your Google Business profile are important for search engine optimization (SEO). You rank higher in search results by encouraging positive reviews and handling negative ones.
Why it’s important: Good SEO means your business appears at the top of the list when someone searches for a service you offer. A higher ranking increases the likelihood of them calling you.
Example: For a roofing company, the ORM might encourage more positive reviews on your Google Business profile.
If there’s a negative review, it would respond and resolve the issue, showing that you value customer feedback. This not only helps in fixing the problem but also improves how search engines see your business.
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6. Attracting Quality Employees
Your employees are the heart of your business. Without them, you can’t deliver exceptional service and a gold-standard customer experience.
A strong online presence can also help you attract skilled and dedicated team members.
How it’s done: Your ORM can showcase your happy team on social media. This gives a glimpse of your positive work environment.
They also ensure that positive customer reviews are more visible. These reviews can show customer satisfaction and reflect well on your business.
Why it’s important: Prospective employees often consider how a business treats its team and what customers say about it. A positive online image can entice top talents to join your team.
Example: As a landscaping business, your ORM might post team photos on social media. It may also share stories about your team enjoying their work.
This content shows your business values both its customers and employees, making it an attractive place to work. Prospective employees may be more eager to apply for job openings.
Choosing an Online Reputation Manager
If you believe an ORM can deliver good value to your business, the next step is selecting the right one.
Here are some features to consider:
Knowledge of Your Industry
They should demonstrate a background of knowledge about home services businesses like yours.
Good Value for Your Investment
Make sure you get what you pay for. Their service should be worth the cost.
A Wide Range of Services
See what they offer. Some might just monitor your online reviews. Others might also help improve your website to attract more customers.
Established Experience and Expertise
Find out how long they have been working with businesses like yours. More experience can mean they know how to handle tricky situations.
Next-Level Customer Service
They should be easy to talk to and quick to respond when you need help. Consistent communication is key.
Proven Success Stories
Ask for examples of how they have helped other similar businesses. This can show you what they might be able to do for you.
Top Tips for Utilizing an Online Reputation Manager
Here are some quick steps you can take to start using an online reputation manager for your business:
Check Your Online Reputation.
Look at what people are saying about your business online. Is there a lot of work to be done? Or is your digital footprint mostly positive?
Identify What Needs Work.
Find out where you need to improve. Are there bad reviews or areas you’re not showing up online? These could be missed opportunities.
Weigh the Cost vs. Benefits.
Consider how much the service costs and what you get for that money. Will it bring in more customers? Will it make your current customers happier? Make sure it’s worth it.
Make a List of Online Reputation Managers.
Research and write down a few names of online reputation managers or services that look good. Contact each one to learn more about their services.