When hiring a reputation management company, donât you think they should have a great reputation themselves?
We think so. Thatâs why ICUC works hard to nurture our relationships while adhering to best practices.
But we understand. Itâs tricky hiring for such an important service, so we want to help you understand what to look for in a reputation management company, what to ask, and why.
âDo You Outsource?â
Outsourcing is potentially a huge issue regarding integrity, control, and standards.
We admit it: At ICUC, not all our people are in North America. They are are all around the world – but theyâre our our people . And because theyâre around the world, we have a 24/7 multilingual workforce of 600 specially-trained employees who are social-listening wizzes and experts at putting out fires.
Our team works exclusively for us, not for some third-party call center in faraway lands, like some of our competitors. Theyâre outsourced workers not even affiliated with the company youâve hired. Instead, theyâre hired guns contracted at bargain rates.
Thatâs like asking friends for recommendations about Joeâs Painting Company. You like what youâve heard, so you set up a meeting. Joe comes over, wows you, gives you a great quote, tells you heâll make your home sparkle with new colors. But then, three weeks later, Anthony and Bridgette arrive with painting gear in hand and t-shirts that say âA&B Interiors.â
âWho are you? I hired Joe!â you blurt.
âYeah, but Joeâs overbooked, and we work cheaper than Joe, so heâs paying us to paint, while keeping a cut for commission.â
But you donât know anything about Anthony and Bridgette, you didnât hire them, so why should you trust them? This is the whatâs happening with our competitors who outsource their labor needs to budget-friendly places.
The problem with this is you donât know if those contracted third-parties follow industry standards. Maybe they use an âany means necessaryâ methodology.
ICUC employees receive in-depth situational training. They know when to escalate matters and when to deal with it then and there. They also understand industry practices and the consequences for failing to adhere to them.
This brings us to the subject of Yelp.
âCan You âRemoveâ Bad Reviews on Yelp?â
The answer youâre looking for is âno.â
I know, youâre flabbergasted, because you want those bad reviews gone. Theyâre not fair, theyâre bringing down your average. But are they?
The ICUC take on that is âyeah, not really, itâs the hand youâre dealt.â More importantly, removing negative reviews is not allowed. (You can petition for ridiculous reviews to be re-examined. We know these procedures, and the rare occasions when theyâre applicable.)
Some of our competitors have gotten into a lot of trouble with Yelp or are banned entirely, and removal of reviews may play a part in that, but thereâs another reason they get in trouble: They try to game the system via posting a slew of third-party bulk comments that wallpaper Yelp with âawesomeâ reviews aimed at swinging the pendulum towards a higher rating.
Again, this isnât allowed. In fact, Yelp isnât just cracking down on reputation companies paying to generate these third-party reviews â theyâre coming down hard on clients who hire the companies to create these reviews. Itâs dishonest, itâs against the rules, and itâs as see-through as a clean window on a sunny day.
Thatâs why we use bad reviews as theyâre intended â as a learning opportunity for you, as well as a chance to prove that you listen and engage with all your customers, not just the ones you like. We wrote about how to manage Yelp bad reviews here.
Per our methods, we engage with negative comments, to make customers feel theyâre heard, and where we can, we mediate solutions.
Despite what some business owners think, the paying public expects negative reviews. They distrust places with 100% positive feedback. And, in fact, many think they can tell when a negative review isnât worth the words itâs written with. Most Yelp users can decide for themselves if âwe went there for lunch on Sunday but arrived to find theyâre closed Sundays â one starâ is a valid complaint. (Itâs not.)
âAre You a Yelp Partner?â
Theyâre likely not. But we are.
ICUCâs proud to be Yelp-certified and a Yelp partner. This doesnât just mean weâre friendly with Yelp, it means they give us access to algorithms and data that other companies canât gett. Thatâs a big deal, itâs data gold.
This means weâve got local knowledge, location-specific data, semantic content, historical data, custom-built data feeds, and constantly refreshed current data, rather than operating on old information in a 24/7 world.
Thatâs a lot of information to be without â especially when those details can really change the game on what actions you take based on those reviews.
âCan You Target Specific Regions or Even Specific Stores?â
That Yelp âbackdoor passâ comes in super-handy here, along with our other social listening methods, because, yes, we can.
Some of our big reputation management company competitors canât, but we can, and do.
This is sometimes called âgeo-fencingâ and is becoming a big player in the marketing world, but weâre all over it already. We can target feedback and reputation fallout with specific regions, cities, countries, or even just designated stores. This can be hugely helpful for all kinds of reasons. A case in point is, if youâre a chain and your scores are falling, we can filter that and see specifically where all that feedback is coming from.
If many of your poor reviews are coming from, say, a southside Boston location, then knowing this means you can take steps to change this. Maybe itâs time for new management. Maybe you can launch a giveaway to boost morale.
The point is, geo-fencing can define the direction you take, but if your reputation management doesnât offer that, then youâre missing out on giant opportunities to improve your positioning.
âEnough About Me. What About My Competitor?â
Weâre glad you asked. We think itâs critical to see how your competitors are ranking. If theyâre constantly pacing ahead of you, we can mine their reviews and data to see what their customers are liking. This can be a valuable learning tool for you, and with our Yelp-certified ways, weâve got a huge amount of data on your competitors too.
Many reputation management companies donât offer this service, but we wonder whatâs the point of knowing your score if you donât know anyone elseâs. Thatâs like going to the Olympics and competing in gymnastics, scoring an 8.6, and cheering wildly like youâve won, but there are six athletes placing higher than you. Their scores count too.
Weâll be able to tell you not only what your competitorsâ scores are, but also why their customers have rated them so highly.
We Get It
Your companyâs reputation is everything. Without good word of mouth, generating business is a struggle.
We use every trick in the trade to stay on top of whoâs saying what and why about your biz, and we know how to use it to your best advantage or to mitigate problems before they grow.
We understand that reputations are a 24/7 business, and thatâs why we use human-led algorithms with ICUC-trained experts around the world, and around the clock, so weâre always current with what the word on the web is.
So, letâs talk about how we can manage your reputation. Contact us today.