RepShield Builds Lasting Relationships
As I said in previous posts, a great reputation management product and a nice report aren’t enough to move the needle. Our reputation report is the best lead generation and marketing tool we have but it isn’t the secret sauce. No, our secret sauce is the RepSquad.
Keeping them focused on moving the needle for every client large and small is important and we know our process works. Reputation management is a proactive process and sometimes includes things like creating a business blog, developing a PR process, copy writing, SEO, and social design.
The initial consultation is an important part of the process because it is the first opportunity you and the business owner have a chance to work on the details of your plan and you get to know them more intimately. You can’t go in with a canned presentation and hope to walk out with a trusted relationship but if you listen and understand, the extra hour it takes to close the deal will lead to a longer relationship and the long term relationship is the the goal the RepSquad walks in the door coveting.
Each client is assigned a client services coordinator (CSC) to continue the relationship. They are the point person for everything moving forward including up-selling to new levels and handling issues.
After the handover, the process becomes much simpler– we sign the customer up for our E.C.H.O alerts so they stay on top of their reputation file and notify them anytime a change happens to their file. The CSC is also alerted of changes and acts in a proactive manner. The added security that someone else is watching out for them goes a long way in continuing that trust and will lead to future product and upgrade sales.
To a business, reputation management is like insurance — something they need to have but hope is never needed. They also compare it to their personal credit report and the fear they have about identity theft. A string of negative reviews can be as troubling as losing your wallet, one client said. Another client believed that a competitor was purposely pushing friends and family to bash them and others still fear the Yelp issues from earlier in the year.
Are you prepared to provide this level of service? If not, contact us to find out how we can help.
About Dream Local
Dream Local was started with a simple goal: to improve the quality and quantity of communication in the local marketplace. Inspired by the power of local search and social networking, we seek to bring the communication essential to the local community online. Dream Local builds brands and produces tangible results through a combination of meticulous research, comprehensive planning, forward-thinking design, leading technologies, sound management principals, and perpetual optimization.