Our Terms of Service and Privacy Policy have changed.

By continuing to use this site, you are agreeing to the new Privacy Policy and Terms of Service.

Secrets of success for online brand-building

Advice from the experts on using review sites to your advantage

Subscribe to Top Stories
google my aol my msn my yahoo! netvibes
Paste this link into your favorite RSS desktop reader
See all CNNMoney.com RSS FEEDS (close)

tripadvisor.03.jpg

(FORTUNE Small Business) -- Tips for managing your rep:

*Go online often. Read every review posted about your business.

*Address legitimate complaints. Fix what needs fixing.

*Thank your clients who post positive reviews. They may be your best word-of-mouth advertising.

*Respond to every negative review, either offline or in a public posting.

*Invite unhappy customers to give you a second chance. Attempt to convert them into satisfied clients.

*Contact website administrators about removing reviews that have no basis in fact.

*Sign up with an online "clipping" service like Google (GOOG, Fortune 500) Alerts that will alert you every time your business is mentioned in a new posting.

*Don't be afraid to encourage every customer to post a review.

*Register with each review website and fill out your business profile. Add links to your website, and photos if possible.  To top of page

How do you keep your reputation intact? Talk back on our forum.

Extreme Customer Service: Fortune Small Business's package of tips on damage control, innovative service ideas, and when it pays to swallow your pride.
Photo Galleries
13 hottest tech gifts under $100 Some of the hottest products of the year cost well under $100, from gaming consoles and VR headsets to drones. More
14 gifts gamers would actually want Whether you're shopping for a Pokémon GO fan or someone who owns every console ever made, we've got holiday shopping recommendations to suit everyone from beginners to the most discerning gamer. More
14 coolest toys for the holiday season Our list of must-have toys includes a self-hatching interactive pet, a coding toy for toddlers and a high-tech Barbie Dreamhouse. More
ad
frame>