Do you know what customers are saying about you? Do you know what your online ratings are? Have you ever responded to a review? If you answered "No" to any of those questions, then you need to manage your tattoo shop's reputation.
What is reputation management?
The simplest way to describe online reputation management is that you follow, research, and respond to reviews about you or your tattoo shop. In addition to responding and researching your reviews and current reputation, you also need to be proactive in encouraging positive reviews.
Why should we do reputation management?
You need to be in touch with what your customers are saying in order to have a positive overall view of your business. Monitoring reviews also gives you insight into potential problems that your shop is having on a consistent basis. It makes you aware of changes you may need to make in order to improve overall customer happiness. In addition to finding problems, you also need to encourage positive reviews and respond to negative reviews. Responding to both positive and negative reviews shows customers you are reliable and accountable for your actions.
How do we start reputation management?
A reputation management plan can be completed in three easy steps. By following these steps, you will have a good handle on how to create a positive view of your tattoo shop.
Step 1: Research
Go to Google and search for your tattoo shop. What comes up? Are there reviews? The top review sites include Yelp and Google maps / local or your Google+ page. In addition, reviews can be submitted on your Facebook page depending on your settings. Compile a full list of where you find reviews and an overview of your rating. Make note of any positive or negative highlights.
Step 2: Claiming and Responding
Most business listings that allow reviews also allow you to claim them and respond to reviews. Follow the instructions for each site and claim it as the owner. It's best to use a single email account created just for claiming business listings, as you often have to confirm via email. Keep track of logins in a secure file. Once you claim your listing you can then respond as the owner to reviews. Read more below on what to say in a review response.
Step 3: Monitoring and Encourage
Once you have done your research, claimed your listings, and responded to current reviews you can then monitor these pages for updates and encourage new reviews. Make a schedule that reminds you to check for new reviews, along with a list of review sites that you have. Depending on how busy you are, a schedule may be checking everywhere from one week to one month at a time.
You can encourage positive reviews by linking those pages – such as Yelp and Google – from your website or other social media. Let people know that if they enjoyed your service they can leave a review. Some shops offer discounts or gift cards for people who leave positive reviews. Adding testimonials to your website can also help your overall online appearance.
What should I say in response to a review?
First, make sure you are properly logged into an account so that it is allowing you to Respond as Owner. This will ensure that other readers will know that the owner was accountable for the review.
Positive Reviews: It's fairly easy to respond to a positive review online. Say a simple thank you, and that you hope they visit you again soon. You can bring more details about that person if you would like, such as "It was great to have you as a client!" Egypt "Your tattoo was really fun!"
Neutral Reviews: Sometimes people may have a neutral review or review that includes something negative. Thank them for their review, and apologize that it did not meet their total satisfaction.
Example: "We appreciate your review and are glad youave us feedback. We hope that next time we can make sure you are 100% happy with your visit. Please contact our shop if you have any questions or concerns."
Negative Reviews: These reviews can be the most difficult to respond to. People often review you when they have something bad to say. It's important to remain professional and never say something negative in your response.
A simple example is, "We are sorry that our service did not meet your expectations. We appreciate your review and will take note of your opinion. Please contact us if you have any other concerns."
Occidentally, you can add a specific note to make sure that you clear up a misunderstanding that can happen in a review. For example, let's say someone was upset because you did not want to do the tattoo that they bought in because the design would not make a good tattoo. Now image that they write a review saying, "Horrible! They refused to do my tattoo and I could not make them change their minds! They were so rude and turned me away!".
Your response can clarify information and be more personalized. However you never want to blame a client or be negative.
"We are sorry we were unable to do the tattoo from the artwork you welcomed in. Unfortunately your source material was not adequate enough for us to be comfortable transferring it to skin. We feel to give you the best possible result. Back in and we can discuss other options for your tattoo idea. "
What are some tips and tricks to review management?
- Keep responses short and sweet
- Always be professional
- Never be rude in a response
- Monitor your reviews often
- Never share personal information about a client
- Encryption new reviews