It’s no secret that potential customers will research a brand online before making a purchase, and this is no less true for pest control and lawn care customers. The digital information they discover about your pest control or lawn care business will shape their perception of your services. In this blog, we will review five central benefits of online reputation management and how it can help boost your success long term.
Before we get to the benefits, let’s take a quick look at what online reputation management actually is. Any business that aims to grow needs to have a healthy reputation. In the digital era, this means having a strong and positive presence online.
Google is the most popular point of reference, with an estimated 63.6% of consumers saying that they are likely to check Google reviews before contacting a business. But online reputation is more than getting some good reviews on Google. So let’s go ahead and examine the benefits of proactively managing your online reputation and what you can do to improve it starting today.
Build trust and credibility
Building trust in your business is an essential part of your success. As a pest control business, you might think that this means building a collection of impeccable reviews. While it’s crucial to encourage your customers to share their positive experiences with your business online it’s inevitable that you will receive some bad reviews. The good news about bad reviews is that they are a powerful tool in building trust and credibility in your services.
As daunting as it may seem, responding to bad reviews is a great opportunity for your business to showcase excellent customer service. While bad reviews can be damaging, a good response demonstrates how you proactively engage with your customers about their concerns and complaints. It is a golden opportunity to show how much you care about your customers’ experience and show customers and prospects alike that you are honest and reliable.
This is not to say that responding to negative reviews is an easy task. It can be tricky not to take criticism personally, and even more difficult to address reviews you feel are unfair or inaccurate. Therefore you should apply best practices for responding to these reviews, and you are set.
We all know that word of mouth is the most effective tool when it comes to increasing trust in your business. Customers trust their friends and colleagues much more than they trust advertising.
According to a Nielsen study, a whopping 92% of consumers are more likely to trust a recommendation from family or friends over an ad. In the digital age, this translates to online reviews as an estimated 79% of online users report trusting online reviews as much as personal recommendations from friends or family. And yet, most pest control businesses are spending more on advertising than on building their positive reviews online.
The creation of social influence is a key part of success. Showing prospective customers that their peers are already using and enjoying your services is a powerful way to increase sales. Most customers will be happy to share their positive experience with your pest control business, you just have to ask. Alternatively, third parties like Podium have a proven track record of increasing customer engagement to improve online reputation.
Increase customer loyalty
Nowadays, customers can contact your business through a variety of media. Whatever your preferred method of communication, it’s important to adjust to your customers’ preferences. The population of digital natives in the USA is growing and their demand for omnichannel communication is growing too. What’s more, the increasing reliance on social media and text messages, as opposed to traditional communications, creates opportunities for multi-level marketing and engagement.
We know that millennials and Gen Z place great significance in how valued they feel by a business. Consequently, service businesses need to communicate with their customers via their preferred channel in order to demonstrate they understand their needs.
In addition to building stronger relationships with your customer base, engaging with your customer online, whether through social media or reviews, is a surefire way to boost customer loyalty.
Enterprise pest control software like ServSuite can help streamline how you run your business and deliver excellent service to your customers. Our software offers a range of communication tools to ensure you stay in touch with your customers and keep them happy.