Consumer Fusion's Approach to Managing Negative Reviews in the Trades

Have you ever wondered how a single negative review could impact your business's bottom line and what you can proactively do to protect your reputation?

In today's digital age, the reputation of skilled trades businesses, including HVAC and plumbing, is more critical than ever. Potential customers often rely on online reviews to make their decision before they even make contact. Is your business prepared to manage its online reputation?

Tune in as Lynn speaks with Cassandra Webster, Sr. Director of Home Service Sales at Consumer Fusion, an online reputation management company. Cassandra leads their home services division and brings a wealth of experience in enhancing the online reputations of trade businesses.

Did you know that Consumer Fusion has successfully removed hundreds of thousands of illegitimate negative reviews in their 13 years of business? Cassandra's expertise is a game-changer for businesses struggling with unfair online reviews.

Listen in to learn her strategies for improving and protecting your business' online presence!

In this episode of Transforming the Trades, Lynn and Cassandra discuss:

• The key pillars for establishing a solid online reputation strategy.

• The importance of frequency and relevancy of reviews.

• Tips and strategies for generating more positive reviews.

• How your online reputation can impact lead conversion and advertising efficiency.

• The importance of integrating reputation management into your digital marketing strategy.

• Tactical advice for contractors: How to be proactive in managing your online reputation.

• Future trends in online reputation management.

• The role and significance of third-party review sites like Yelp, Facebook, Nextdoor, etc.

Actionable Key Takeaways for Trades Operators:

• Maintaining a stellar online reputation is critical. 90% of consumers look at reviews before contacting a service provider, making your online presence a vital component of your business' success.

• One negative review can turn away up to 30 potential customers! You must respond professionally to negative reviews and flag illegitimate reviews for removal. Partnering with a company like Consumer Fusion can make this task easier and more effective.

• Don't wait until it's too late. Implement a proactive reputation management strategy to protect and enhance your business' online image. This positions you ahead of competitors who may only react when things go wrong.

• While Google is king, Cassandra recommends also focusing on Yelp, Facebook, Nextdoor, and industry-specific sites like HomeAdvisor and Angi. Voice search technologies, such as Amazon Alexa, rely on reviews from various platforms. To make a good impression on potential customers, it is important to maintain a positive online presence on all platforms where they might find you.

• With advancements in generative AI like ChatGPT and Google’s new AI initiatives, online reputation management is evolving. Keep an eye on how AI could affect your digital footprint in the near future.

• Encourage your techs to ask for reviews in person and automate follow-ups through text or email. Consistent positive reviews are crucial, and having a systematic approach will keep your online reputation strong and relevant.

The resources mentioned in this episode are:

• Get in touch with Consumer Fusion: https://www.consumerfusion.com

• Connect with Cassandra on LinkedIn: https://www.linkedin.com/in/cassandra-webster