- July 13, 2017
- Posted by: admin
- Category: Blog
When customers look up your business online, are they getting the full, correct story wherever they look? Keeping track of your details can feel like an annoying chore, but it pays off in the long run.
Avoiding Conflict for Physical Retail Spaces
Services such as Yelp and Google’s My Business listings often provide details like hours of operation, address and even menu items with prices. This is all good information provide if you operate a brick-and-mortar business, but there’s a bit of a Pandora’s box element to letting all that information out into the ether. There’s a marketing angle to having specific information readily available online—an inadequate web presence is definitely harmful to a modern business—but if those details aren’t correct, it can cause some prospective customers to get frustrated and leave your business a bad review.
For example, chances are you’ve read a Yelp review of a restaurant, bar, store or salon that was written by someone who never even patronized the business but is upset in some way that the details they found online weren’t correct. Comments like “this shop says it’s open until 8pm, but I’m here at 6pm and the door is locked” or “the online menu said the taco platter was $10.50, but I was charged $15” show that any clash between expectation and reality can really upset consumers. While it’s not necessarily the case that the majority of the people who become your customers will actually take to Yelp or Google with a negative review if they’re miffed over inconsistent details, it’s best to avoid the issue in the first place by claiming your business or otherwise taking responsibility for available information online and making it a point to update that information regularly.
Reputation Management for Digital Service Providers
If you don’t have a physical store or office to worry about, it’s still a good idea to stay on top of the details given online about your business. Digital service providers don’t typically need to list hours of operation, but there are still a variety of nitty gritty details to keep up to date. For example, if your website lists services along with fees, you’ll want to be sure that list includes every service you currently include plus up to date pricing. That way, prospective clients won’t be turned off when you tell them the service they thought they’d pay a $50 flat for is now a $40 an hour.
Put yourself in the customer’s shoes. If you were going to hire a web designer because you saw on his website that he offers a customizable design package, you’d be disappointed or even distrustful to learn that the design packages he offers are no longer customizable and that “that information is old.” From his end, the web designer might be embarrassed to have to tell you that he can’t actually give you what you want for the price you expect. That’s not a great way to build genuine connection right off the bat. Keeping your information current and accurate will make it much easier to avoid this kind of awkward initial connection with a client.