Small Business Reputation Management: From Crisis to Success
The Importance of Reputation Management for Small Businesses
Reputation management is key for any business, but it’s especially important for small businesses. With all the PR nightmares out there on TikTok and X, it is becoming very apparent that our online presence significantly impacts how potential customers perceive our businesses.
What we’re trying to get across is that good reputation management habits can lead to increased trust and customer loyalty, while a poor reputation can drive customers away. You don’t want that, and we don’t want that for you. So, let’s look at a few ways proactive small business reputation management is worth doing:
Key Benefits of Proactive Reputation Management
Improved Customer Trust
One of the great benefits of reputation management are customers are more likely to trust businesses with positive reviews and a good online presence.
For instance, a small bakery that consistently receives praise for its delicious pastries and friendly service is more likely to attract new customers than one with mixed reviews.
Increased Visibility
A strong reputation can improve your search engine ranking on sites like Google and Bing, making it easier for customers to find you.
When someone searches for “best solar panels near me,” for instance, a contractor is less likely to appear in the top results than a solar panel installation company with many positive reviews on Google. Competitive Advantage
We get it, standing out in a crowded market can be very challenging, but a well-managed reputation can give you the edge you need.
Imagine two nearby yoga studios: one with glowing reviews about its serene environment and experienced instructors, and another with no reviews at all. The studio with positive feedback is definitely more likely to attract new clients.
Also see: Reputation Management Examples
Understanding Your Online Presence
Before you can manage your reputation, you need to understand your current online presence. Do a thorough audit to find out what your customers have to say about you and where your business appears online. Here’s where you should start:
Steps for Conducting an Online Audit
Step 1: Search for Your Brand
Look up your business on major search engines like Google. Pay attention to search results, the Knowledge Graph, and the People Also Ask sections. For instance, a search for “Joe’s Pizza” might reveal reviews, social media profiles, and even mentions in local news articles.
Step 2: Check Review Sites
Check out industry-specific websites and well-known review platforms like Google Reviews to read what others have to say. A local dental practice might find reviews on health-focused listing sites in addition to Google.
Step 3: Monitor Social Media
Analyze your presence on social media platforms like Facebook, X, and LinkedIn. See how often your business is mentioned, shared, or reviewed.
For example, a boutique clothing store might find that their Instagram posts are frequently shared by fashion influencers multiple times a week.
