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How Online Reviews Can Affect Your Plumbing Marketing

May 18th, 2018 by gtowsley Leave a reply »

 

Word of mouth marketing is a very powerful thing, recently word of mouth marketing has taken on a whole new persona, in the form of online reviews. With the rise in popularity of local directory sites like Yelp, online reviews became the new word of mouth marketing. Online reviews can have an affect on your plumbing marketing in a couple of different ways, like your online reputation and search ranking. This is why it is important to cultivate a good strategy for soliciting online reviews.

           

Online Reputation

online reviewsOne of the most obvious ways online reviews can affect your plumbing marketing is through your online reputation. Ratings and reviews play a huge role in how potential customers view your brand. Having either a favorable or unfavorable reputation will influence customers decisions to do business with you. In terms of your online reputation and cultivating your reviews you always want to put your best foot forward! It is important to be proactive with your online reviews. Acknowledge favorable reviews with a thank you, and always address negative reviews.

Tips for Handling Negative Reviews:

  •  Think before you react. Never respond to a negative review in the heat of the moment. Take some time to process the information before you respond.
  • Avoid getting defensive. Getting defensive when responding to a negative review can make things worse. Instead swallow your pride and try to see things from the customers point of view. This may give you some insight into areas of your business that could be improved.
  • Be genuine, courteous, and empathetic. You never know what kind of day someone is having. When a customer leaves a negative review, it could have simply been the straw that broke the camels back, and so they are taking it out on you. By showing genuine care and concern, and responding with a courteous and empathetic demeanor, you can deescalate the situation and even turn it around.  
  • Always try to resolve. Always try to find a solution. Most of the time your customer will tell you what they want. Try to make it right! This demonstrates your willingness to go above and beyond for your customers and your exemplary customer service. Which makes others want to do business with you. Remember, we all make mistakes, but sometimes it’s how you respond to a negative situation, that sets you apart from the rest!

Search Ranking

Another way online reviews can affect your plumbing marketing is through search results. With the roll out of Google Services Ads, online reviews play a huge role in which companies get featured in search results. Companies that have a good online reputation, have a better chance at populating in Google Services Ads. This is because Google wants to provide customers with the most relevant and quality results. Because they are putting their guarantee behind it, only reputable companies that have good online reviews and have undergone a background check will populate. Google Service Ads offer a lot of benefits for your plumbing marketing. If you are taking advantage of these ads, or thinking about it, it may be a good idea to rev up your online reviews solicitation efforts.

Some Ideas for Cultivating Online Reviews:

  • Include links to directory sites on your website
  • Promote your directory sites on social media
  • Follow up with your customers after a job is completed, and ask for a review
  • Include links to directory sites on your monthly emails

 

It is never too late to improve your online reputation. If you are suffering from reviews that are not the most favorable, you have several options:

Solicit new reviews – by soliciting new reviews for your business you can eventually bury the ones that are negative. While they may not disappear altogether, having positive reviews outweigh the negative reviews can make the negative online reviewsreviews obsolete. In addition, statistics show that the more reviews you have, the more likely a negative review will sneak its way in eventually. Its probability, even if you do your best every day. It’s important to remember that you can’t please everyone, and sometimes we all have an off day.

 

Ask for the review to be taken down – if you have a negative review that is completely unfounded, you aren’t necessarily at their mercy. You do have the option to have it removed by the site. Contact the site administrator and ask them to remove the review. Most sites are more than willing to remove a damaging review that tarnishes your reputation, granted you provide reasonable cause as to why the review is solicitous and unfounded.

 

For more information on how online reviews can affect your plumbing marketing and how to cultivate more online reviews contact Grow Plumbing today! We specialize in online digital marketing for plumbers and can help you achieve success with your online reviews, Google Services Ads, and more!

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