By monitoring your Google local business listing for changes and reviews we can help control the public’s view of your company. For instance we have a client in Houston that offers a variety of fence related products. When we noticed that there was a negative review of their company we immediately called that day in order to find out what had happened. The business owner gave us his side of the story stating that he had already attempted to call the customer the day before (and left a voice message after no answer) after the customer’s wife had left him a message earlier that morning.
He was really surprised to find out that the customer had left such a scathing review the next day without even discussing with issue with him. We took it upon ourselves to respond to the review in a positive fashion that dataset very day, stating the facts of the incident, listing that the business services provided were 100% satisfaction guaranteed and that we we available for contact by listing the company phone number in the response.
Can you guess what happened next? Our positive answer to the negative review had that particular customer. Within days the review was removed by the customer and the issue was settled without further incident.
The original issue was that their dog had chewed through the wire, which is why the customer called in the first place. Seems silly, but without addressing this particular issue immediately there is a good chance that the review would have been there permanently, having a long-term impact on this man’s business. The moral of this story is that your local online reputation management could become a larger issue for your company than expected.