Reputation Marketing & Reputation Management Frequently Asked Questions
Due to recent changes in search engine criteria for how to rank in search engine placements (SERPS), much emphasis is now being placed upon your business’s reputation. Now everyone in the world can see how your customers, patients, and clients, view and rate your product and services.
No one likes to have negative reviews written about them and almost every business owner that we have talked with has described the negative views about them as falling into 3 basic categories: unethical competitors, disgruntled ex-employees and irrational customers. However, the fact of the matter is that 72% of all people who read these reviews will take them at face value and as being real.
This section of 5StarMax answers many of the questions business owners like you have with the issues relating to handling these negative reviews and how to create more positive ones to project a better image to those who find information about your business. Just click on the question (or the “+” sign on the right) and the answer will appear.
One of the services we offer is a 24/7/365 review monitoring program that gives you specific alerts about your business from over 45 different review sites. This makes it possible to find out within hours (sometimes minutes) of any negative reviews posted about you so you can then take action right away and not just let it sit there driving more and more people away from your business.
But it is also not in your best interest to try and defend yourself and/or make the person appear to be a liar or an idiot. This can cause a boiling teapot to become a volcano of emotion and accusations. If what they say is true, no matter how difficult it may be for you, admit the fault. Apologize as best you can and point out to the reader that “Yes, we are human, and we do make mistakes. We did reach out to do everything possible to fix this issue but nothing was resolved.”
But whatever you do, don’t pour gas on a burning fire by claiming they are wrong, even though sometimes it is extremely difficult to do. When people are highly emotional and in a distressed state they will say many things that just aren’t true but you cannot accuse them of inaccuracies. It will only make things worse. Just wish them the best and say something about your sorrow for things not turning out as you had hoped.
If you decide to go with our 5StarMax system it is extremely easy to acquire a large variety of positive reviews over time.
It can be as simple as having an iPad, other tablet device, or a computer on your front counter that is open to 5StarMax and asking the customer to rate their experience with you right then and there. This device can be conveniently placed near the receptionist while they pay the bill, or an iPad or tablet can be taken in a delivery van on location.
Another way to acquire positive reviews quickly is give your customers a small poster or postcard with a QR code that will lead them to your review page. This can be accessed via mobile phone with the same system generating more reviews for your business or practice.
You can also send an email to your customers asking for their review with a link to your review page; and/or give your customers a destination phone number to send a text message to which will text them back the link to your review page. You can even have your customers call in on a phone line and leave an audio testimonial which is then automatically transcribed and placed on your website.
Our 5StarMax Reputation Management System provides you with eight different ways in which we can collect reviews from your customers all of which are handled automatically. No one in your office has to lift a finger! We do it all for you and we do it seamlessly . . .
Our 5StarMax system takes care of this for you as well. 5StarMax includes acquiring the permissions necessary by asking your customers to accept the terms that will give permission for you to use the review they are sending. When your customers accept the terms for permission it is automatically documented in the 5StarMax system and kept for review if needed at a later date requiring no time from you or your employees to obtain the needed permissions from your customers.
There are a few Reputation Management companies that promote the idea that you can create profiles for people and post them on other websites. However, this is somewhat of a gray area and one that may create a potential problem for you down the road.
Let’s suppose that a customer sent you a testimonial along with permission to post it. If you create a new profile for them and post their review of your business on another site like “MerchantCircle.com” there is a risk in the future that this customer may discover that information and become quite upset that you posted their information to a site they did not agree to.
How would you like a potential misuse of your name and image? They did not set up the account, you did, and therefore the potential for a loss of trust and especially the loss of a client, along with potential legal battles is one reason we do not recommend this procedure even though it is technically not illegal to do so at this time.
There are a few things these sites look for when any review comes in about a particular business. They use a detailed and sophisticated algorithm that monitors everything from how quickly individual reviews came in, how soon they came in compared to others, the actual IP address of the computer where they came from, and whether it was the same or similar in details as other reviews sent in.
If they determine that something fishy might be going on and that a business owner is trying to game the system they can, and usually will delete the majority of those reviews.
Make no mistake about it, although rare, business review companies such as Google and Yelp can and occasionally do completely de-list business websites because of flagrant violations.
It is true that people are not highly motivated to leave a review about your business no matter how good of experience they had simply because it requires too much of their time to do so.
5StarMax alleviates that issue.
Your customers will no longer have to search for a review site where your business might be listed, find the place in that listing where they can leave a review and then actually take the time to type something once found. Some review sites also require that your customer has an account before they are able to post anything about anybody’s business. All of these things make it all the more difficult for someone to leave a review.
Our 5StarMax system has an automated process whereby once they leave a short positive review about your business, it is instantly posted on your business’s Facebook page and your website testimonial page. Your customer receives an email back thanking them for leaving that review.
The review your customers write is then listed along with a button making it possible for them to easily post the exact same review on 1 of 3 different websites and in exactly the right place. Although everyone does not take advantage of such a system we have noticed a substantial increase in the number of positive reviews written about our customers products and services.
First of all, they now have a new customer using their service and they also have access to some information about them. They know their name, their phone number, their email address and a whole host of other things. But that same information then also causes a problem, or potential problem, between the relationships of the person leaving the review and the company that they listed it with. In the crazy world that we live in today there is no telling what can possibly happen between a business owner or employee and an unhappy customer. Keeping some sort of anonymity between the two therefore becomes a safety factor for the customer, but that also leaves open the potential for abuse, so it is a two-edge sword.
It has been reported that Google+ would now require everyone who left a review about a business to have an account with them, but that was months ago and still it is not a requirement in all cases.
Several of these businesses have replied that they thought this was mafia like tactics and extortion. Yelp.com has also allegedly replied that this was not extortion but it was the way they did business. I wish this was an isolated incident, but it isn’t and there have been lawsuits about it, but Yelp.com has won them all so far.
However, this is also a good thing because it has forced businesses to be more customer centered and not just money centered. It has given tremendous control back to the consumer and so if they are treated right, they can be your best ally.
The sad thing is that the opposite has also occurred where customers threaten to use negative reviews about a business in order to gain some advantage with that business. Some want free service or free installation, others just want money and it’s all over the map. It’s a crazy world out there.
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Hotels/ Bed & Breakfast
Personal Injury Attorneys
Salons/Hair & Nail
Larger General Contractors
Hot Tub/Pool Dealers
There is also the implementation of all of the other aspects of our program, which can be viewed on the products page. Each of these 3 areas requires a significant investment in time in order that you may get the reports and details each month that you are looking for.
You will need to keep in close contact with us as we coordinate new listings and verification data that you will receive. Please keep all postcards that may come to your office, no matter how boring they look, if they are from companies like Google, Bing, Yahoo! and others. We don’t want to have to re-verify this information as it is a loss of time on the project.
Let’s use the example of a Dentist. Suppose that he is a good dentist and has some very happy clients, but someone in his front office, let’s say as the receptionist, has been very rude with the people when it comes to paying their bill. They have our reputation-marketing program mounted on an iPad in the front office and while the customer is paying the bill, they decide to leave a review about the practice. They click on the rows of stars giving them a 1 or 2 star review for each of the 3 questions. The next screen pops up asking them to leave their phone number, name and email address and to write a paragraph or two about why they felt that way regarding the business. After this they hit the send button the dentist immediately gets a text message on his phone letting them know that one of his patients was unhappy with the service. He immediately leaves his desk where he was writing a report and comes out to the front office asking his patient what happened and pleading to know what he needs to do to get a better review. The person then tells the whole story about how rude the receptionist was and this is now a new revelation for the dentist. Now he has something to act on and he can solve a problem before the customer goes home, gets on the computer and tells the entire world about how rude this receptionist really was, driving away customers.
Negative review engagement is one of the most powerful features of our program and its entire purpose is to solve a problem as quickly as possible before it becomes a major problem broadcast all over the world.
This works especially well in a number of situations. A restaurant can put up a Table Tent on the table asking for a review about the business. While a customer is waiting for the food to arrive, or after dessert when waiting for a check to come, they can fill out a review right then and there and it can get posted to the restaurants website before they even leave.
Other companies may use it by creating a business card for each employee whereby they are asked to give a review after they have installed something or performed some service. This way, if there is a problem, the owner will be notified immediately and can solve the problem quickly before it becomes a big problem.
Anyone who leaves a positive review, which we consider 4 stars above, are given an opportunity to place that review on their own Facebook page, telling their friends about your product or service. If they filled it out on an iPad or computer at the business, or used their smart phone or tablet to read a QR Code, after they are done an email is instantly sent to the email address that they put in when they filled out the form.
When they get to their home computer (or wherever that email address goes to) an email will be waiting for them thanking them for their business and for the review that they left. The information that they put in the review site is then visible on that email and the email also asks them if they wouldn’t mind posting it on one of the other review sites that are listed below. Is a very simple point-and-click system and they can choose from one of 3 websites that are linked to your business such as Google+, Yelp.com, InsiderPages, MerchantCircle, Manta.com, etc. All they have to do is push the button and leave their review in one of these sites and this is how you increase the number of positive reviews about your business. While we know that everyone will not do this, it does make it very easy for customers to leave reviews on the correct pages that they need to be led to.
Now for those who enter in negative reviews, which we consider 3 stores are below, these follow a different path. First of all a text message and email will go to the principal address in the system whether it is the owner, Doctor, marketing manager, etc. and if they’re in the office the problem can be dealt with right away.
But suppose for a moment that they are not there, this is what happens. When they fill out the information explaining why they felt that way, that information is sent to the person mentioned above, and a Thank You page is then offered allowing them the chance to either redeem a coupon or some other incentive to come back to the business, but that is the end of the interaction with the customer. They are not given a 2nd chance to leave another negative review on one of the other major review sites. They may write all of the negative information that they wish to write and some of them get the impression that it is going on a website, but it is really just being sent in an email sent to the business owner so he can deal with it.
The second one is one that you would send in an email to someone at their home location and the results are slightly different. Since they are there, they don’t need the notice about being at your business and so they are automatically offered the chance to leave another positive review on a review site.
The third QR Code is to take people to a special review page where they can leave a review right there on the website and it is sent to the owner for review.
Once you have had 20 reviews posted about your business, our software automatically takes those reviews and creates a short video that is then linked back to your website. This is a very powerful feature and one that few people realize it’s potential influence. In reality you can dominate a particular search term that you have always wanted to rank for with this method. It is also a fantastic way to increase the number of reviews to your practice or business.
A third way in which our system utilizes social media is that our specialized software searches the Internet every 3 to 6 hours looking for reviews posted about your business in hundreds of locations. If anything is found that is positive it is automatically posted on your business website testimonial page.
We are very confident in saying you will not find any other system that does everything that we do, especially for the price that we charge.
Client Branded Interface: The interface used to collect review information is branded to your liking with your own logo, photos and YouTube information.
Capture Real Time Reviews On Location: By using an iPad, tablet or desktop computer (usually placed near the receptionist or cashiers desk) the opportunity exists for customers to do a review on your business right there on location. The advantage of this is to find out if they had any negative experiences and to deal with them right away.
Mobile Phone and Desktop Deployment: The interface is both available on desktop, iPad and mobile phones for quick and easy access to leave review information.
POS Graphics for Mobile Deployment: We provide a graphic file necessary for you to either create a postcard, table tent, desktop poster, business card, etc. in order for a customer to make it easy for them to scan the QR code or to send a text message to access the review interface.
Audio Testimonials with Transcribed Reviews: We have the ability to take testimonials in via a special phone number assigned to the customer that are then automatically transcribed into text and placed on the businesses website. There is an extra fee for this service if used of $5 per review.
Customizable Settings to Control User Experience: There are multiple settings that can be adjusted for each individual client that we have to make it more suitable to their business. For example, some businesses would only want to show five-star reviews, some businesses do not want to use the negative review engagement section, some businesses want to have a QR code created for every single room, office, employee or branch, etc. These can all be customized specifically according to each individual client.
Negative Review Suppression and Engagement: If someone enters a negative review about a business (anything that is 3 stars or less) a text message and/or email message is sent immediately to the business owner notifying him/her of this problem. The business owner then has the opportunity to address the issue immediately with the client or customer (if they’re still in the office) or via phone call/email if they are at home. The importance of this cannot be overstated because it helps to prevent a problem from spreading outside of the office. If the customer is unhappy, the owner now has the ability to try to solve the problem before it becomes a much bigger problem.
Optional Text/Email Alerts for Negative Reviews: You can choose whether to send negative reviews via text or email to the business owners phone or email account. The sooner this information is acted on, the less chance of damage to your reputation will occur.
Posts of Google Optimized Reviews on Your Website: Our special review page is specifically set up in order to attract the attention of the search engines. Any reviews that are sent out about your business are placed on this review page helping you increase your visibility and standing with Google and other search engines. Since these are constantly being updated it provides additional content for the search engine spiders giving them reason to come back more often. This also helps in your SEO (search engine optimization) rankings online.
Business Website and Customer Facebook Integration: Any positive reviews can be instantly placed upon the business’s website, the business’s Facebook page and the customer has the opportunity to place it on their own Facebook page. When a customer does this, it gives the business additional marketing and advertising visibility because the customer has said something positive about you to all of their friends.
Custom Kiosk Video Creation with Reviews Integration: From your existing testimonials our system automatically creates a video with a QR code in the bottom right-hand corner that is shown on a continuous loop in your business’s front lobby (or anywhere else you wish). When customers are wandering around the showroom if they see a television or computer screen showing this video, they may be able to pause for a moment and look at the testimonials and, if they wish, use their QR code reader on their phone to access your online review site. This is just another way to increase customer’s presales view of your business.
Organic Postings of Reviews from Customer IP Address: This is a very powerful feature of our program and one of the reasons we don’t break any terms of service with Google, Yelp.com or anybody else. Once they leave a positive testimonial on our system, they are sent an email quoting that exact same testimonial and thanking them for doing business with you today. They are then given an easy opportunity to place another positive review on one of 28 different review sites. We know that not everyone will take advantage of this but far more people will use the system then going out and putting them up on their own.
Detailed Client Reporting and Analysis in Real Time: With our system you will have detailed reports sent to you monthly and the ability to access anything you wish in real time. Any review that you want to have removed from the website can be done instantly. Our program also monitors up to 45 different websites and giving you detailed information about what is being said about your business and alerting you that there are negative reviews posted. All 45 sites are review sites but only 28 of them have the capability to post reviews on them. We monitor all the sites and give you reports on all the activity.
Conversion Tracking of Review Site Postings: This system is not yet fully implemented to track from beginning to end the entire review process clear up to making a sale, but will be soon.
Up To 28 Review Sites and Posting Rotation: Your business is already listed on hundreds of directories and review sites. Although we claim up to 45+ of them, part of the service we offer is we go out and claim up to 28 different review sites that allow reviews and put a link to them in the email sent to the customer when they give you a positive review giving an easy opportunity for them to leave another one on one of the sites. Our goal is to build a five-star reputation for your business on all of these review sites give you the best possible exposure on all of them and thereby increasing your favor-ability with potential new customers.
24/7/365 Review Monitoring with Alerts on This Number of Sites: Each of these review sites is monitored 24 hours per day/7 days per week/365 days per year and alerts are sent to you when anything negative is posted about you. Many businesses have claimed that they didn’t know anything about a review that may have been left even 3 years before, and an unanswered negative review left for potential customers to read all drive away business. In this manner, you will have the opportunity to deal with an issue as quickly as possible.
Multiuser Segmented Access: Each employee, room, department or manager can have their own specific QR code so that they can be properly monitored regarding customer reviews of them. This is a very important feature so that you may know who is performing at their best and treating the customers the way they want to be treated.
Multiuser Segmented Reporting: Each of these employees, rooms departments or managers will have an individualized report of their activity that can then be used in managing them and your expectations of them in the future.
Personalized Dashboard to Control System Functionality: The dashboard to your account is personalized toward your business and to what you want your employees to see.
Competition Audit (Search Ranking Report): We will provide for you a report showing exactly how you rank in comparison to your competition and the number of positive/negative reviews you have shown on which directories. This will help in planning the means necessary to reach the highest rankings for those specific directories using our reputation-marketing program.
Google Plus Local Listing and Optimization: We will claim this site and optimize it for your business following the best practices recommended by Google. Then when customers leave reviews about your practice or business, they will show up on this Google plus page and attract not only additional customers, but a higher page ranking for your business.
Number of Directory Sites Claimed, Optimized: We will claim and optimize up to 28 different sites for your business (we monitor 45+ directory sites but they do not all allow review postings on them). These include businesses such as Manta, Merchant Circle, Insider Pages, Kudzu and others. Once potential customers search for products or services on these type of websites, they will find that your business has five-star reviews and be more inclined to seek out your products and services over your competitors.
24/7/365 Directory Site Monitoring on These Sites: Each of these sites are also in our 24/7/365 monitoring system to make sure that what is being said about you is positive. If not, you will get a report allowing you the opportunity to deal with the issue by either contacting the customer or at least responding to the reviews.
Monthly Online Visibility Report: Every month you will get a new report detailing what your current visibility is and what has happened over the previous month.
Custom Videos Featuring Testimonials for Search Optimization: This is a very unique feature of our system and one that very few people know about. YouTube has become the 2nd biggest search engine on the Internet but most businesses have failed to realize its potential. Our system automatically takes the previous 20 positive reviews and creates a video that is optimized to the search terms that you desire. It places photos and music in the video and gives you the opportunity to be ranked very highly for any search term you wish. This is one of the most powerful features available in the market today. It does not require any video editing skills nor time to hire video designers to create it.
Client Branded Reputation Marketing Staff Training: Most business owners understand the importance of our system but are concerned as to how to train their employees to use it. Many businesses do not have any training program for their employees in how to deal with customers or how to motivate them to leave any reviews. We have a very specific training program that is branded to your business and offers you an opportunity to teach each one of your employees by having them watch 40 minutes of videos, and then taking a test with the results sent to the business owner. The purpose of this is not to fire an employee but to train them. If the do not do well on the test, they can then take it over again.
Unlimited Upgrades and Enhancements: All of our systems are constantly being upgraded and improved due to the latest changes in technology and every one of these will be automatically implemented within your system.
Unlimited Phone & Email Support: all of our programs have unlimited email support but only the Gold program offers unlimited phone support.