Your online reputation is, for better or worse, 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, and no one wants that. By keeping an eye on your online reputation, you can save yourself a huge headache. Here some tips for protecting your storage facility’s reputation.
Invest in Online Security
No matter how often people hear it, lack of security on your social profiles makes you an easy target for hacked accounts. While many hacks end in “get muscular quick” messages, many companies out there have experienced tweets or updates being posted that offend customers. Before this happens, take time to come up with strong passwords, and be sure to change them every six months.
Keep Track of What Consumers Say
It’s important to know what your customers are saying about your storage facility, but doing so can often be difficult. Instead of trying to wade through comments on local directories, you can use socialmention.com or Google’s Me on the Web program. Social Mention 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.
Don’t Shy Away from Problems
A common mistake made by storage facilities is that they often shy away from bad comments online. While it’s obvious no company will always have a great report with customers, leaving negative comments to stew could turn into a big problem. Your online reputation rests on positive reviews along with an image of being proactive.
If a negative comment is directed at your facility, face it head on, and 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.
It’s easy to let your reputation dwindle away, and it’s difficult to keep it in a positive light, but that’s not a bad thing. Working with your customers on a daily basis will make them more willing to tell others about you. Just remember that your online reputation will spill over into your offline reputation. When those two work together, you will be much happier.
