An increasing number of contracting businesses are using the Internet for marketing, advertising and other business needs. But a developing online presence also means that an influx of feedback from current and former customers is available for everyone to see and read. For this reason, there are certain things you should do to keep your plumbing business’s reputation stellar.
Do Your Job
One of the best ways to protect your online reputation is to not give customers anything to complain about. Always provide quality work at a reasonable price and let people know this is how you always manage your business. If you put out positive vibes about your business, you will receive positive vibes in return.
Deal with Negative Feedback and Trolls
On the other hand, even if you only present your business in the most positive light and you have oodles of positive feedback from former and current customers, there will always be those who want to cause trouble.
First, you can’t please everyone and sometimes you’ll mess up. These people will leave feedback that’s less than stellar. And if they speak the truth, there’s not much you can do beyond owning the bad experience and promising yourself and your customers that it won’t happen again.
Then there are those who just leave negative feedback to be mean. These people are referred to as trolls and they are notorious for leaving negative feedback. The best way to deal with their feedback is to ignore it. Most people are capable of spotting troll talk from legitimate feedback and some enjoy engaging with those trolls to expose them for what they are. In other words, handle the legitimate negative feedback yourself, but leave the obvious trolls to your customers.
Use Social Media Platforms to Your Advantage
Back when the Internet was in its infancy, an online presence consisted of a website and email address. But these days, there are a variety of different ways you can use the Internet to advertise and market your business. Social media platforms such as Facebook, Twitter and Instagram are ideal ways to market your business. You can use one or all the platforms to help your business.
Each platform offers its own unique way to reach potential customers and interact with current customers, so experiment with each of them to find the platforms that work best for you. For a plumbing business, you could post finished photos of bathroom or kitchen installations on Instagram and Facebook and you can promote a sale or contest on Twitter. Use the platforms so that you attain as big a marketing reach as possible.
Review and Networking Sites
Along with the social media presence, there are other sites where you’ll want to create and protect your online reputation. Sites such as Yelp and Angie’s List can make or break a business. The opinions of former and current customers carry considerable weight on these sites. On the plus side, savvy users of these sites can spot the trolls and discern between legitimate posts and posts that are created to deliberately lower a business’s rating, also known as “drive-by” posts.
Networking sites such as LinkedIn can be helpful because you can create your online reputation and network with others in the construction and trades. You can commiserate, trade ideas and contacts and find business leads and allies.
Creating an online reputation can be time consuming, but it’s worth the effort. With careful planning, a stellar work ethic and solid workmanship, your online presence could equate to offline financial success.
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