The Importance Of Reviews For Local Tow Truck Businesses & Auto Repair Shops
Getting a vehicle serviced is a serious job. The average customer will always look for the best auto repair shop in his/her town to service or repair their vehicles. When a customer decides to take his/her vehicle to an auto repair shop in the area, he or she will research local auto repair shops online. If your business doesn’t appear on the first page of Google and the other search engines, you are leaving a lot of money on the table. In fact, the customer will find your competition and take the vehicle to one of them for repairs or services. That is where positive customer feedback comes in handy. Positive customer feedback is crucial to growing your tow truck business or auto repair shop and attracting the right customers. This article provides information on the importance of online reputation management for local businesses.
What Is Online Reputation Management?
Online reputation management (ORM) is the practice of taking control of the online conversation relating to your local business. It involves certain strategies and practices that ensure potential customers find the right materials when they searching for your brand online. The main goal of online reputation management is to put your best foot forward by counteracting misleading trends about your local business and creating a balance. Here are some facts that show the importance of online reputation management for your tow trucking business or auto repair shop.
. Did you know that over 72% of customers will not take any action until they read reviews about a particular brand – (Edelman Insights)?
. 15% of potential customers don’t trust a brand that doesn’t have online reviews.
. Local businesses have an average of 39 Google reviews per business.
. Google accounts for over 57% of all customer reviews worldwide.
If your auto repair shop’s or tow trucking businesses’ reviews are not up to par with your competition in the area, you are losing potential customers and profits in the process. If someone reviews your auto repair services negatively, it can affect how potential customers think about your business over the long term – especially if you are not aware of the review. You may never know why you didn’t get any new business for some time. That’s why you should keep tabs on what people are saying about your business online. The most important thing is to take immediate steps to correct any inaccuracies. This is what online reputation management is all about.
Why Online Reputation Management Is Important For Your Business?
The reputation of a business is one of the most important factors that influences its growth and success. The reputation of a brand is what helps existing and new customers to know about your products or services. The average customer prefers to interact with a brand that has a good reputation in the market compared to a business that isn’t heard of. Your online exposure is a crucial factor to attract highly targeted customers to your auto repair shop or tow trucking service. But if the online conversation about your brand is negative, your brand will repel more clients than attracting them. Online reputation management is a technique that helps you take control of the online conversation and attract more potential clients to the business. Securing your online reputation is as important as ranking your business on the first page of Google. Ranking and ORM are closely connected, and focusing on only one aspect without the other won’t serve your brand well.
Successful auto repair shops should look at online reputation management as a continuous improvement process. The potential customer tends to rely on “newest reviews” to ensure a positive experience with their vehicle repair and maintenance work. All of your staff should be aware of the importance of making sure that every customer has a positive experience when servicing or repairing his/her vehicle. The customer service should be excellent to influence the potential customer to leave a positive review about the service he or she received. Positive reviews will not only help retain existing customers but bring in new customers as well. Show your customer that you take pride in the level of service you offer and ask them to provide their honest feedback so that you can improve your online reputation and take your business to the next level.
Positive feedback from your customers will improve your online reputation and help keep your brand ahead of your competition in the area. With auto repair shops and towing services popping up in every nook and corner, the competition has become fierce. Without effective online reputation management strategies, your business may not be able to remain competitive in the locality and attract new customers to your auto repair shop or towing service. The better you care for your clients and their vehicles, the more likely are they to leave positive feedback about your brand. Every positive review is important for your business – whether on Google, Facebook, or Yelp – because it helps your business stands out from the rest of the competition in the area.
Here is why you need to consider effective online reputation strategies to make your auto repair shop or towing service stand out from the rest of the competition.
. It helps create the necessary trust and credibility for potential customers to interact with your brand
. It helps create a professional image of your auto repair shop
. It helps attract skilled employees to the business and improve the quality of service over time
. It helps increase your sales and profits in the long run
The primary objective of online reputation management is to create a positive image of your brand among its customer base. It helps increase the overall development of your business takes it to the next level in a short time period. Negative reviews question the credibility of your business. Managing these negative reviews is important to take your brand to the next level. Online reputation management is the most effective way of doing it. If you are still not considering ORM for your brand, you are leaving a lot of money on the table.
Effective Online Reputation Management Strategies For Local Auto Repair Shops & Towing Services
There is much more to online reputation management than watching for negative reviews about your brand on Google and Yelp. In fact, there is hardly a company out there that doesn’t have an occasional issue arise with the customer. The most important thing is to resolve things before the customer starts to believe that he or she has no other option but to post his/her negative experience on a public forum. The barrier between one customer and another is significantly reduced through the internet. In fact, word-of-mouth can now travel at the speed of light thanks to the internet. That is why you need to be prepared to handle online criticism of your company. That way the impact of one or two bad reviews can be reduced significantly. You can respond effectively and minimize the monetary impact on your auto repair shop by implementing an effective online reputation management strategy for your brand.
No local business could opt out of online reputation management due to the fierce competition in every industry out there. If you want to take your auto repair shop or towing business to the next level in a short period of time, there is no better way than improving your online ranking and implementing an effective ORM strategy for your brand. Here are some of the most effective online reputation management strategies for your auto repair shop or towing service.
. Have A Presence On All Related Web Properties – Your auto repair shop should have Facebook, Twitter, and Google+ profiles at minimum. The most important thing is to find out where your potential customers hang out and create accounts of those platforms. That way you can easily know about the conversations the customers are having about your brand. Counteracting a negative conversation is much easier when you have a presence on most of the web properties where your potential customers hang out.
. Don’t Neglect Your Social Media Accounts – Even though building your social media profiles are important, just having a Twitter or Facebook account won’t help your business unless you become active on these platforms. You need to interact with the potential customer base and build your authority. Building trust is the most important thing to maintain a good online presence. Increase your influence and engagement scores by interacting with the customer base regularly. If you don’t do this regularly, your profiles may not be strong enough to outrank the postings if a potential customer begins to post negative reviews or information about your brand.
. Listen – Before responding to negative information about your brand, you should seriously consider whether the information has any truth to it. Are there any weaknesses in your customer service or quality of work that need to be immediately addressed? This is very important when you have been getting frequent negative feedback about a specific thing. Don’t create any friction when replying to the customer. Remember the adage that “the customer is always right” when replying to the customer. Being too harsh in responding to customers may drive existing or potential customers into the arms of your competitor. Keep this in mind when interacting with potential customers on your social media accounts.
. Avoid Online Arguments – The best way to diffuse an irritated customer is to take communications offline and try to reconcile the issue. Getting into online arguments with the customer won’t do well for your brand – even if you think you are right. Be nice to the customer in all your online interactions with him/her. In fact, your professional responses may help win more customers than trying to be “right” in an online argument.
. Apologize – If your company has done something wrong, make a genuine apology to the affected party. Being transparent and accepting your fault will help diffuse the situation and retain the potential customer with your brand. But your apology should be authentic, and the customer should feel so. Also, try to make amends in some way you could.
. Make The Investment Without Delay – Online reputation management will cost you time and money. Most big and small businesses are either ignoring ORM or trying to do it themselves. Unless you are an expert in online marketing and search engine optimization, ORM isn’t the best DIY project for you. That is what you should make a small investment in securing your online reputation without further delay.
Online Reputation Management – Case Studies
The case study of 2011 about Taco Bell Restaurant offers great insight into what online reputation management is all about. Taco Bell is a chain of fast-food restaurants in the U.S. Glen Bell established the brand in San Bernardino, California in 1948. There was a controversy regarding the “seasoned beef meal” of Taco Bell in 2011. There were many allegations at that time about seasoned meat items offered by the restaurant chain. Many customers claimed that the seasoned meat offered by Taco Bell was just 35% natural beef. The Law Office of Beasley Allen constituted a legal claim against the restaurant chain in 2011.
Taco Bell claimed that the seasoned meat it offered had meat, in more ways than one. The restaurant demanded a conciliatory sentiment from the law office. The restaurant chain then engaged in the “Would it kill you to say you’re sorry?” campaign with full-page promotions in the New York Times, Wall Street Journal, USA Today, and various local newspapers. After a week of launching the campaign, the Law Office of Beasley Allen decided to drop the class-activity suit. Simultaneously, changes in product disclosures were made by Taco Bell. This is one of the best examples of an effective ORM campaign by a Fortune 500 company when the internet was not that strong like today.
Another case study involving Foundation Financial shows how ORM can help grow the reputation of a relatively unknown brand. Foundation Financial was not a known brand in the financial markets. It provided home loans to customers in the area. An ORM organization implemented an effective media campaign to improve the reputation of the brand. The presentation helped increase national mindfulness for the home loan products as well as the rising protection, retirement, and duty aptitude of the company. The campaign was carried out by pitching the company and its administrators as specialists for news stories.
An ORM case study involving a doctor who had a lawful issue with a past patient shows how ORM can help increase the reputation of professionals. A mid-west doctor had a lawsuit brought against him by one of his past patients. Even though the argument was rejected by courts, the bad publicity received by the professional prevailed for many years to come. It was damaging to the online reputation of the doctor. He contacted an ORM agency to repair the harm done to his reputation. The ORM agency was able to create highly effective online properties in favor of the professional and build his lost reputation within seven months. The web pages built by the ORM agency ranked higher than the pages that contained bad publicity and achieved the goal.
Another ORM case study involving Service America (an A/C and water radiator repair, deals, and home administration plan organization) showed the importance of online management reputation to improve negative customer feedback and increase the online reputation of the company. The ORM service dispatched a social media crusade to oversee Service America’s client audits and change them over to positive. These are some examples of the importance of online reputation management strategies to take your auto repair shop to the next level by increasing your online reputation.
How To Monitor Your Online Reputation?
There are a few important tools that help a brand manage its online reputation. Some of these tools include:
. Google Alerts – Google Alerts sends you notices when a new substance is included for catchphrases that you have indicated. The tool with obtaining relevant data from web pages, online journals, articles inside Google, and research. Using Google Alerts is 100% free and involves a couple of simple steps. You should enter the items you need alerts for and choose the sort of results that you want Google to send you. Select how frequently you wish to get these alerts.
. Naymz – Naymz is another tool that lets you track your social impact. The higher your influence, the better your ORM would be. RepScore is Naymz’s program that will rate your online impact. It surveys what people think about you and gives you a score in the range of 1 to 99.
. Yext – Yext is another useful tool that helps protect your online reputation. The PowerListings apparatus of the tool will tell you the blunder rate of the data posted online. It will also show you where the mistakes are and where data about your brand isn’t recorded in any way. You only need to enter the name, address, and telephone number of your auto shop and the tool will check the greater part of the nearby postings & audit destinations in its database.
What Is Online Reputation Repair?
Online reputation repair is a continuous process that needs some serious energy, exertion, and time. There are no getting around online reputation repair or quick fixes to it. In order to successfully repair your damaged reputation, you need to follow the accepted procedures. The best thing is to hire a reliable online reputation management agency to do the work for your brand. Trying to do the work on your own isn’t the best unless you are an expert on online marketing and search engine optimization. Repairing your online reputation may take weeks, months, or even years depending on the extent of damage done to your brand. The earlier to start, the better for your brand. There are tons of activities to increase your online reputation such as:
. Content advertising
. Search engine optimization
. Domain acquisition
. Blogger outreach
. Guest posting
. Social media campaigns
. Property building
. Link building campaigns
Using Twitter As An Online Reputation Management Tool
Managing your online reputation is all about creating your brand value in front of your existing and potential customer base. Twitter is one of the most effective tools to use in order to increase your online reputation over time. There are Twitter tools that can do the job quite effectively. Some of these tools include:
. RightRelevance – This tool lets you aggregate quality content all in one place. It mines the web continuously to find and rank the most influential articles and people for any given topic.
. RiteTag – Simply enter a keyword and this tool will show you how many unique tweets per hour, potential hashtag views, retweets, etc.
. Pablo – Pablo will let you create highly engaging social media images in a minute. You can find relevant custom images for your Twitter campaigns with this tool.
Why Choose An Online Reputation Management Agency?
An online reputation management agency will help increase the positive reviews and minimize negative feedback of your auto repair shop. They will implement an effective ORM campaign to take your auto repair shop to the next level in no time. They will handle everything from review generation and review monitoring to review response publishing and widget integration for your brand. 24/7 review monitoring and superior customer service are some of the cool features provided by these service providers. They will make sure to implement SEO-optimized responses on behalf of your brand. Regular email campaigns are an important feature of increasing your ORM over time. The right ORM agency should send unlimited review requests to your loyal clients and yield positive results. That is why you need to hire the best online reputation management agency to repair your online reputation and take your business to the next level. Schedule a demo with ShopHawk today to find out how we can help increase your online reputation, and skyrocket those cash calls quickly and scale-ably.