cycle; the same way that you have a process for sending out contracts and invoices, make sure to include a step in your sales process to gather feedback.


Step 3: Turn Negatives into Positives


When you find something negative said about you online, conventional wisdom would have you do everything in your power to remove it. Stifling negative feedback will only make the person go elsewhere to say the same thing, perhaps more negatively.


The best course of action is to stay consistent and be transparent. Have a conversation and understand why they have had a negative experience and do everything in your power to make it right. Others will see your focus on customer service and appreciate your sincerity. Remember, an outlier does not hurt your credibility. If you have a track record of receiv- ing positive feedback, then one negative experience will not hurt your reputation.


Step 4: One Customer at a Time


While new technology allows for a large number of people to share their thoughts, remember that your reputation is still built one customer at a time. Each interaction you have is an opportunity to enhance your reputation so be open to feedback, be transparent with your customers, be consistent in your approach and spread the good word to others.


Your online reputation matters just as much as your offline reputation. You will better understand your business and how you are viewed in the community by knowing where the conversations are happening, what they are saying and how to apply the feedback to your business operations. Encourage positive feedback and take credit for a job well done. Technology creates a multiplier effect for your business and the experiences you create for customers. It allows for your reputation to spread more quickly and more easily. You have the power to make sure your business has a positive online reputation!


WedBiz Journal


NAWP Connect 2011


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28