As a business owner, you’re responsible for handling everything from inventory to timelines. But did you also know that your company’s reputation is in your hands? This includes managing your company’s reputation – a responsibility not often addressed deliberately until it is challenged by a bad online review. By avoiding these common mistakes some business owners make, you can improve your reputation management skills and ensure your company is attractive to both potential customers and employees.
Mistake #1: Having a Poor Web Presence
When a homeowner is searching for a contractor, the first place they look is most likely the internet, so it’s important to put your best foot forward. Having an outdated or poorly maintained website can make your company look unappealing. Be sure that your website functions properly, with no broken links or poor grammar. Include high-quality photos of your past work, clearly written information about the services you offer and contact information to ensure your website looks professional.
Mistake #2: Not Responding to Online Reviews
One of the most important parts of small business reputation management is promptly responding to negative customer reviews, which may appear on Facebook, Google, Yelp or sites like Angie’s List. When you do receive a negative review, reply to let the customer know how you will resolve the issue. Also be sure to respond to positive reviews with words of gratitude — it’ll show how much you care and value your customers.
Mistake #3: Arguing With Customers On Social Media
You’ve probably heard the saying “You can’t please everyone.” No matter how well you do your job, you’re going to encounter unhappy customers. Should they post about their disappointment on social media, be cautious about how you respond. Even if what their post says isn’t true, don’t engage in an argument — it can make you look short-tempered and unprofessional. Calmly respond, asking them to call or email you, so you can take the conversation offline and resolve the issue away from the eyes of potential customers.
Mistake #4: Overpromising
While it’s important to help customers in as many ways as possible, you don’t want to promise work or a timeline you can’t deliver on. Doing so could result in major disappointment for the customer. Be honest about your capabilities, spell them out clearly in your contract and project timeline and sit down with homeowners to answer their questions before a job starts. It’s always better to under-promise and overdeliver.
Mistake #5: Not Treating Employees With Respect
It’s not just how you treat your customers that reflects on your company, but also how you treat your employees. It’s no secret that there is an industry labor shortage. Being a good manager by treating your team members fairly, communicating openly and making smart decisions can help you retain employees. Plus, happy team members are more likely to speak highly of your business to potential employees and even future customers.
The secret to successful small business reputation management is avoiding mistakes like these in the first place. For more tips on how to build your business, check out ABC Supply’s blog.
