Glossary
What is online reputation management?
Online reputation management is how a business gathers, answers and learns from the reviews and mentions customers leave online. For a local business it mostly means asking happy customers for reviews, replying to every review politely, and noticing the problems that reviews reveal.
The three habits
- Ask for a review at the moment the customer is happiest, such as right after the job is done.
- Reply to every review, good and bad, in your own voice and within a day or two.
- Read the pattern across reviews, and fix the cause of repeated complaints.
What to avoid
Never offer a reward for a positive review, and never write reviews yourself: review sites forbid both. Replying calmly to a bad review matters more than the rating itself.
Where Renom will fit
Renom will ask happy customers for reviews, reply to every review in your voice and flag problems early. It isn't built yet: join the early-access list to be invited as places open.
Questions
Should I reply to negative reviews?
Yes. A short, calm reply that acknowledges the problem and offers to fix it shows future customers how you handle things going wrong.