Video: Managing Your Facility’s Online Reputation
One negative comment or review online about your company can easily change a potential customer’s mind when considering whether or not to store at your facility. That’s why it’s important to monitor and manage your online reputation.
Storage.com’s Karl Bieber suggests using free services like SocialMention.com or Google’s Me on the Web. These services let you see all posts, comments, and other online mentions about your company in one place. If you do come across a negative comment, do not ignore it. Rather, respond to the unhappy customer and do your best to resolve their issue.
It’s also crucial that you keep your social media accounts secure. If hacked, a single insensitive tweet or post from the hacker can destroy a company’s online reputation.
For more storage industry marketing tips, visit Storage.com’s Storage Operator TV section. Or subscribe to our YouTube Channel.
Full Video Transcript
Hi, I’m Karl from Storage.com. Your online reputation is the reason your storage facility generates business on the Internet. One bad review from a customer that goes unnoticed, or a hacked social account, can lead to a string of bad business. That’s why we came up with these tips to help protect your image online.
First, keep track of what your customers say. It’s important to know what they’re saying about your storage facility online.
But doing your own searching through comments on local directories and other places online can take time, and you can still miss something. That’s why we recommend a couple of services you can find on the web: Two of them are socialmention.com and Google’s Me on the Web. SocialMention will pull every mention about you on social media into one place And Me on the Web has Google Search for any mention of your facility’s name pulling articles and comments into one place.
So, once you have those comments in one place, don’t ignore the negative ones. A common mistake made by storage facilities is that they often shy away from bad comments online. Your online reputation rests on positive reviews, along with an image of being proactive.
If a negative comment is directed at your facility, respond. Find a way to help the customer that left the comment. Apologizing for a mistake, correcting an error you made, or just being attentive to the customer’s needs will go a long way in preserving a positive image.
And remember that your online reputation will impact your offline reputation. It’s better when the two complement each other.
Finally, keep your online accounts secure. It’s not unheard of for companies to have their social media accounts hacked, and an outsider posting offensive tweets or updates using your company identity.
Take the time to come up with strong passwords, and be sure to change them every six months, or right away if you have employees leave the company who can access these accounts.
If you have any questions or comments, send us a note at info@storage.com or call us anytime at 800-757-0459.
