What Every Small Business Needs to Know About Reputation Management

Customers are Googling you. What they see—your star rating, comments, or the silence—can make or break a sale. Reputation management is about more than just damage control; it’s about building credibility before people even step through your door.

Here’s how to stay in control:

1. Monitor Your Brand Across Platforms

Set up Google Alerts for your business name. Regularly check major review sites like:

• Google

• Yelp

• Facebook

• TripAdvisor (if applicable)

• Industry-specific directories

2. Claim and Optimize All Listings

If you don’t control your business profile, someone else might. Claim your listings and make sure they include:

• Accurate contact info (NAP)

• Business hours

• Photos

• Description with keywords

3. Respond Thoughtfully and Promptly

Every review is an opportunity. Replying shows you care, improves SEO, and humanizes your brand.

Best practices:

• Thank positive reviewers with personalized notes

• Respond calmly to criticism

• Offer to continue tough conversations privately

4. Proactively Ask for Reviews

Don’t wait—ask! After a great experience, send a follow-up email or text with a link to your Google or Yelp page. Train staff to mention reviews as part of your customer service culture.

5. Leverage Positive Feedback in Marketing

Turn 5-star reviews into social posts, email footers, and homepage banners. Let your best customers tell your story.

Final Thought:

Your reputation is one of your most valuable marketing assets. Protect it, cultivate it, and let it speak for your brand.