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Like it or not, social media is affecting your business right now. Even if you don’t have a Facebook and Twitter account (you should), customers, the public, and even current and former employees can review your business on open sites like Yelp, Google and Glass Door.
Rather than burying your head in the sand and hoping it’s all positive, your best bet is to be proactive and help to create and steer the narrative of your business’ public profile. Here’s how:
Have a company social media policy
Did you know that over 16 million Canadians have accounts on Facebook? That’s almost 50% of the population. Even if you or your company doesn’t have a social media presence, it is a good bet that some of your employees are active on Facebook, Twitter or LinkedIn—or all three. A misstep can create significant damage and harm your company’s reputation. Implementing a social media policy enables you to:
Companies of all sizes need to understand social media can have both positive and negative effects.
Developing a social media policy can clarify expectations for employees and protecting your business.
Online reviews: what to do if they’re fake
Yelp and Google are two of the main sites where people can write reviews. Employees can review their employer on Glass Door. There are also some other sites, and their processes will be similar. Yelp and Google understand there are fraudulent reviews and some are not genuine. Therefore, they have a process for removal. You have to make a request to the administrators.
Also, you can choose to respond to their comments online. Carefully consider your response before posting, as you don’t want to get drawn into a public argument. Google and Yelp reviews are open forums that cannot be censored if the customer complaints are legitimate, or even partially legitimate. If Google and Yelp refuse to take down the negative review, the best practice is to do your best to appear to be publicly trying to rectify the issue.
You can turn negative feedback into a positive when you:
You can’t control what is said, but you can control how your company responds. Your business can set itself apart like Starbucks, Tim Hortons, Microsoft and Apple, who are known for professional responses to negative reviews.