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Posts Tagged ‘online reviews’

How a Failure to Take the Internet Seriously not only Affects Sales but your Reputation!

April 18, 2012 Leave a comment

without online content on google you are hurting prospectsMy uncle was relating a story to me regarding his business. He runs a very successful leasing company and was following up on a file he had given one of his top people to handle. He asked her if she approved them for the equipment they needed to lease. Much to his surprise she told him “no, they seemed way to shady I searched the company on google and all I found was an address. No website or anything. What type of business dosn’t have a website?”

The employee had based her decision to approve this businesses application for funding simply on the fact that due to the lack of information she could find on them. She is under the impression that any reputable business would have a strong presence on the internet and information would be readily available.

My uncle was taken back, for the company in question had been in operation since 1963 and he knew that they had an excellent reputation. But this company was an old mortar type business and had done nothing to stay current with the modern world. So now my uncle was in a situation were his employee had denied a financing deal with a terrific potential client and this business couldn’t buy new equipment to operate. All because they had never considered their online presence. After inquiring further he found out that they were not the only ones to deny this company and that they had turned to my uncles company as a last resort. My uncle did reverse the situation but that was only because he knew the business personally.

The point of this story is that in today’s world people use the internet to form their opinions and to make decisions. Not having an online strategy is hurting you in more ways than you can imagine.

Written by www.netpropr.ca

How online reviews affect your current customers

April 9, 2012 1 comment

Sure, small businesses must be aware about all online customer reviews, because they are the first impression that a potential new customer gets of your business. But existing customers? They already know you. Surely your online reviews don’t matter to them. Yeah, well, that is what I once thought too, until a friend of mine related a story that taught me otherwise.
I was talking with a friend of mine who owns a local business and he wanted to know how important online reviews are for existing customers, but the reason he was asking was prompted by something that he did when he was acting as a customer to another business.
As he told his story to me, he wanted to buy some stones to be delivered to his home, something he has done a few times. He always uses the same business because he thinks they have a low price, but because he uses them only once a year, he never remembers their phone number. He used to look them up in the Yellow Pages, but this year he searched for their name online to get the phone number.
He isn’t sure what site he landed on. It might have been Yellowpages online or a Google Place Page or something else, but he remembers what he saw: a long list of naegative reviews along with the phone number. He started reading them, and as he did, he said to himself, “Oh yeah, that has happened to me.” And, “Yeah, he has a low price but he always delivers a few days late.” And, “Yeah, I have sometimes had to call him to remind him about my order.”
He then asked himself, “Is the lower price really worth it?” It was one thing when he thought that he had perhaps just caught them on a bad day a few times, but when he gets confirmation that what he has experienced is the norm, and that he very well ought to expect to happen again this time, he asked himself if it was worth it.
And then he decided, “No, it’s not worth it.” And he called someone else.
I had frankly never thought through this kind of scenario, but I have to admit it sounds very common to me. As more and more people use Google as a phone book, and as the ratings and review sites land at the top of the search results, it is easy to see how even existing customers will be swayed by ratings and reviews.
So, add this story to your list of reasons why ratings and reviews are important. Remember that the way you treat your customers matters every single day, and that you must pay attention to what is said online and make improvements to retain your customers as well as to attract new ones