Complete Reputation Authority: Using A Reputation Marketing System To Grow Your Business by Josh Reed
Author:Josh Reed
Language: eng
Format: mobi
Publisher: ReedMe Marketing
Published: 2014-06-25T16:00:00+00:00
Not Training Office Staff for Online Reputation
As the business owner you are often really aware of what’s going on and how that affects the big picture. While you are aware of the need for online reputation management and may even have a strategy in place, you have to train your office staff and employees on its importance as well.
Sometimes a business can suffer from a negative online reputation because of a mistake made by an employee and not the business owner.
Roofing Phoenix – 1 star
i called for an estimate five times first person to answer was a guy that said "hello who dis" then was hung up on called again was hung up on three more times, called again spoke with girl told her what i was looking for she then transfered me to another girl who hung up on me, called a fifth time girl picked up told her that i wanted an estimate for a tear off and reroof she said they were to busy to do it and hung up on me again...bad bad first impression, i will never use this company for any reason what so ever.
The first person who has any contact with potential new customers is the person answering the phone. While this example is an extreme exaggeration of how a professional business should not answer the phone there are hundreds of reviews left for businesses who are not even customers. Answering the phone may not seem like an important job on the surface, but in reality it is one of the most important positions in your business for getting potential new customers in the door. The person answering the phone should be prepared to answer with a positive attitude no matter what is happening in the office. A consistent greeting with the name of the person answering the phone, the name of the business, and a question like, “How can I help you”? This may sound basic, but after doing some review research you would be amazed at the number of businesses who don’t do this. They should also be prepared to answer the most frequently asked objections for whatever your service provides. Would you like to track how well the office staff answers the phone? This can be done with a phone tracking service that records the phone calls you receive. If the person answering the phone will ask how the potential new customer heard about your business you can also use this as a way to track your ROI for your advertisement campaigns.
It’s imperative that your staff be trained for their role in your complete reputation strategy. Your staff is responsible for directly working with your customers. They should not only be providing outstanding customer service, but they should know the importance of establishing that relationship with customers that will make them want to tell everyone about the experience they have had at your business. If you don’t train your employees on best practices as it relates to your online reputation strategy, you may experience some negative effects of their lack of knowledge.
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