How to Improve Your Online Reputation, Authentically

1. Set up a Google Business Profile and Monitor Reviews
   By signing up for Google Business, your self-storage facility will show up in local search results and make it easier for potential clients to find you – but that’s not the most important part. Customers can also write reviews on Google Business, giving others an idea of what it’s like to use your services. As the business owner, you get to see what people think of your operation.
   
   Knowing where your reputation stands is the first step in making improvements. Once you set up a Google Business profile, check the reviews regularly to keep an eye on what people are saying. You will gain valuable insights into customer experiences and perceptions of your service that you can use to improve.
   
   
2. Engage with Customer Feedback
   Actively responding to reviews shows that you value your customers' opinions and are dedicated to excellent service. Every time someone leaves negative feedback, you have an opportunity to turn a dissatisfied client into a loyal advocate. Respond to their concerns quickly and sincerely with an offer for resolution. Sometimes, a genuine apology and message of appreciation is enough to make someone feel confident in your business and give you another chance.
   
   Responding to positive reviews is equally important. Let your customers know that you value their support whenever you can! This is a great way to establish personal relationships with people who use your services and increase your chances of getting repeat business or referrals.
   
   
3. Offer Excellent Customer Service
   Interacting with people in person isn’t the only opportunity to give them top-notch customer service. These days, there’s a good chance most people will be online when they get a first impression of your business. So, you’ll need to present an attitude of service before they even walk through your doors!
   
   To improve your online reputation with excellent customer service, you can provide things like online booking, contract signing, and payments, a thorough Frequently Asked Questions section, detailed explanations of your services, and above-and-beyond offerings that clients won’t find anywhere else. Perhaps most importantly, make it easy for customers to contact your business and speak to someone who is eager to answer their questions and offer simple solutions.
   
   
4. Maintain a Clean and Secure Facility
   Maintaining a clean and secure storage facility will give customers confidence in the safety of their belongings. They want to see strong gates without rust, sturdy locking mechanisms on doors, damage-free units, and clean walking and driving areas.
   
   If you’re having trouble with any maintenance-related matter (such as a unit with a broken lock or perhaps someone abandoned belongings in a common area), be sure to address it promptly. Let customers know that you’re aware of any issues and are actively resolving them – this will reassure them and give them confidence in your ability to keep things clean, safe, and secure.
   
   
5. Invest in Staff Training
   Well-trained staff members are equipped to provide excellent service, answer questions knowledgeably, and address customer concerns effectively. Moreover, they’ll be well-positioned to navigate conflicts with empathy and competence so they can resolve any negative situation before the customer writes a bad review.
   
   People who write about how your staff turned a less-than-ideal experience into a satisfactory one will make potential clients see that your business is dedicated to customer service. In turn, others may feel confident that you’ll be able to solve any issue when they store their belongings with you.
   
   
6. Make Communication a Priority
   Automatic chat features can be efficient and helpful. For example, a chatbot on your website can be a great way to quickly answer some frequently asked questions or set up reservations. However, it can’t replace the value of human-to-human communication.
   
   Make it easy for clients to communicate with you or a staff member by offering multiple channels, like email, phone call, text message, and online forms, so customers can choose whichever is most convenient for them. However someone reaches out to your business, be sure to respond promptly and with an attitude of service.
   

If you want to learn even more about how to improve your online reputation, check out Storage Commander’s marketing services. With our personalized approach, you can amplify positive feedback, promptly address concerns, and solidify your business as a dependable solution for your community’s self-storage needs.