Paying Attention to Reviews is Paying Attention to the Customer

By Tammy Hall, RCS Influencer. 

RCS Influencer Tammy Hall says reputation management is about demonstrating company culture to customers. 

We all know that handling reviews on the best of days can be demanding. Managing our digital footprint was intimating and it seemed like I never had enough time to get to everything. So, I did what any marketing department would do with only one person, I outsourced the areas that I had the least amount of experience with.  

Our largest lead source at CFS Roofing Services is referrals. It is so high, that we no longer utilize traditional advertising. Reviews are critical to ensuring we are meeting our customers expectations and more importantly for us to maintain our company pillars of who we are and what we stand for.   

A digital marketing company handles our web site and Google footprint. Our social media management is inhouse. As we have grown, I have been able to expand our marketing team and we now have a dedicated part-time employee who posts everything to our social media platforms and tracks our impressions and comments.   

We take our reputation management very seriously and are proactive in addressing reviews. If we see a negative review, we immediately reach out to that customer to address their issue. Most of the time we can resolve the concern and once we satisfy the customer, we ask if they will update their review.   

Positive reviews, we thank our customer for allowing us to be of service and for taking the time to review us. We recognize that our response to reviews increases our visibility in search engines, but our outreach more importantly, provides another mechanism for our customers to know that we are paying attention and that they matter.  

Reputation management in this digital age is challenging to say the least, but you must dedicate time to this effort. Not making the time can have long-lasting effects on your business and how your company is perceived by the public. We address reviews consistently and sincerely to maintain and at times restore the stature of our company, which allows us to demonstrate to the community the kind of company we are.   

We learn from every experience and we never stop improving. The feedback we receive both positive and negative keeps us growing both in our business and as people.   

Tammy Hall is the Director of Marketing and Service Division for CFS Roofing Services LLC. See her full bio here.