How to Respond to Bad Reviews 

If you own a business then online review management should be a consistent part of your marketing plan. Reviews affect your brand, but more importantly it’s how you respond to reviews that will have the most impact on potential customers. I would like to say that you will never get a bad review, but even the best of the best get less than 5 stars, even if very rarely. Your positive reviews should greatly outweigh your negative reviews. If not then you should look at the quality of your services or products. Here are 5 tips on how to respond to bad reviews:

  1. ALWAYS Respond – The biggest piece of advice I can give as the owner of a digital marketing company is to respond to every single review, good or bad. Positive reviews are easy to respond to because they make you feel all warm and cozy inside, so thanking someone for an awesome review comes naturally. Negative reviews are difficult to take, but you can turn the outcome into a positive experience with a professional response.
  2. Calm Down – I would say to remain calm but let’s face it, we all get a little ticked off when a bad review is submitted by a customer. It’s really hard not to take it as a personal attack, but those feelings will not lead to the best response. I manage my clients reviews for them, so it’s easy for me not to get emotionally involved after years of practice running Shayla Does It Marketing Services. If you get heated easily then wait at least 24 hours before responding and you will calm down some. I find that a glass of wine helps. how to respond to bad reviews
  3. Respond Directly – Almost every review site will allow the business to reply directly to reviews. Google even recommendeds to respond to reviews! DO NOT make a post about the review and/or rant about the person or the review – this is very unprofessional! Folks will likely be leery to give you any feedback or do business with you at all assuming you may treat them in the same manner.
  4. Apologize – Even if you know the review gives false information you should always apologize for a less than positive experience. Sometimes it’s obvious that the profile of the person submitting the review is either fake or not in your customer records. More often than not it actually IS a customer or someone who knows a customer and they are using a fake profile to hide their identity. It’s human nature to avoid confrontation, but the internet makes it a lot easier to complain anonymously. Respond to this type of review by saying something like:

    “We apologize if you had a less than positive experience with our company, however we do not have any record of you in our customer database. We would really appreciate calling us or sending us a direct message so we could discuss what happened.”

  5. Reach Out – Often times it’s appropriate to offer corrective action in addition to an apology, especially for a specific issue. I recommend to ask in the response if the reviewer would please send you a direct message so you can privately work to resolve the issue. Here’s an example:

    “We are sorry to hear about your experience with our company. We strive to offer excellent customer service and would like to discuss this with you further. Please give us a call, a direct message, or an email so we can work together to resolve this issue.”

    Another approach is to simply say you will strive to do better in the future without necessarily apologizing for anything. This especially works for a less than perfect rating or review without comments. Here’s an example:how to respond to bad reviews

If you remain calm, professional, apologetic, approachable, and prompt, then your business will still be seen in a positive light even after the darkest of reviews are submitted.

 

Shayla Does It Headshot

Shayla Robertson, owner of Shayla Does It Marketing Services is a highly respected expert Digital Marketer. She specializes in webdesign, social media management, blogging, SEO, graphic design, and more! Learn more about Shayla and why she was nominated as one of the best digital marketing companies of OKC in 2017: www.shayladoesit.com

 

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Reasons to Celebrate!

It’s been awhile since I’ve had time to share a blog on my own page because we have been super busy blogging and marketing for our clients. All of our hard work has paid off and Shayla Does It Business Services LLC has a couple of reasons to celebrate that we would love to share with you!

One of the Best Digital Marketing Companies in OKC

thank youHow exciting to be named by Expertise.com as one of the best digital marketing companies in Oklahoma City in 2017! Expertise looked at 147 digital marketing companies in OKC and picked the top 19 and we are one of them! The best were chosen based upon 5 criteria: Reputation, Credibility, Experience, Availability, and Professionalism. There are lots of big companies that we compete with so it’s nice to hear a small business can still stand out in a sea of corporations. Here’s what they had to say about us:

“Shayla Does It Business Services is a professional digital marketing agency in Oklahoma City Oklahoma that provides a wide range of top-notch marketing services. Their services include web design, search engine optimization, social media marketing, email marketing, and graphic design to name only some. Owner Shayla is an educated and proven marketer with a passion for helping clients establish brands and attract clients.”

Here’s the entire article they published: https://www.expertise.com/ok/oklahoma-city/digital-marketing-agencies. Thank you Expertise for nominating us to be among the top 19 digital marketing companies in OKC, and thank you to our wonderful clients who make our job fun!
Best Digital Marketing Agencies in Oklahoma City

5 Years in Business in Oklahoma City

If being one of the top digital marketing companies in OKC isn’t enough cause for celebration, how about being in business for 5 years? We have grown and adapted to the ever-changing world of almighty google in order to provide the best digital marketing services to our clients. No matter how large we get, our one-on-one customer service approach will never change. We go above and beyond for our clients and still maintain our original motto that we are “Local, Affordable, and Effective”.

Thank you to the wonderful clients and supporters because without you success wouldn’t even be possible. The amount of growth in the past 5 years has been amazing, and the future looks as bright as ever!

Row of colorful cupcakes with sparklers

What is Digital Marketing?

If you google “What is Digital Marketing” you will probably find many different answers. This is because the ever-changing term digital marketing first came about in the 90’s and continues to evolve with advancements in technologies. You may have heard other terms that are similar to digital marketing such as:

  • online advertising
  • inbound marketing
  • online marketing
  • internet marketing
  • emarketing

All of these terms have the same meaning, but trends have changed over time. According to Google Trends, 2015 is when Digital Marketing starting being used more often than the others. Emarketing is rarely used at all anymore. Check out this graph that shows the changes in term trends from 2004 to present:digital marketing trendsDigital marketing is an umbrella term referring to the marketing of products or services using digital channels to reach consumers. The key objective is to promote brands through various forms of digital media. Simply having a website doesn’t cut it anymore. You have to consistently draw organic traffic to your website in order to improve your rank in search engine results. This involves a digital marketing plan that manages your entire online presence. Digital marketing activities include:

  • search engine optimization (SEO)
  • link building
  • blogging
  • social media marketing
  • email marketing
  • content marketing
  • video marketing
  • and other forms of digital media

According to Techopedia.com, digital marketing also extends to non-Internet channels that provide digital media, such as short messaging service (SMS), multimedia messaging service (MMS), callback and on-hold mobile ring tones, e–books, optical disks and games. This is an example of how the term digital marketing is ever-changing because it is evolving to non-internet channels.

Most experts believe that the digital age we now live in requires a new approach to marketing and a new understanding of customer behavior in order to implement a successful digital marketing plan. If you would like to know more about how digital marketing can benefit your business, feel free to contact us with any questions you may have or for a free consultation.

digital-marketing-quote

Top 10 Internet Marketing Memes & Comics

Because we are internet marketing pros, it comes very easy to find humor in what we do. Maybe these memes are only humorous to computer nerds like us. We hope you agree with the selection of Top 10 Internet Marketing Memes & Comics that we collected from the interweb. Feel free to comment with your favs as well. By the way, this is just a numbered list and are in no particular ranking order. Enjoy my fellow geeky digital marketers!

1. Spiderman is the original web designer!
Spiderman is the original web designer!
2. If only it were that easy...
If only it were that easy…
3. Nonsense!
Nonsense!
4. @Twitter can be so #annoying <<LOL
@Twitter can be so #annoying <<LOL
5. Doesn't every email marketer want this?
Doesn’t every email marketer want this?
6. Just one of the perks of internet marketing - working from home!
Just one of the perks of being a digital marketer – working from home!
7. A funny way to explain the need for internet marketing.
Try this tactic when convincing a client for the need of a complete online presence.
8. Most people have no ideea what SEO is.
Most people have no idea what SEO is.
9. Beethoven was ahead of his time.
Beethoven was ahead of his time. #coolerthanme
10. A day in the life of a Digital Marketer
A day in the life of a Digital Marketer – it’s all about perspective. 
online marketing is like a BLT

Online Marketing is Like a B.L.T.

Online marketing is like a B.L.T. sandwich – you have to have all the ingredients for it to work. If you don’t have the bacon, lettuce, or tomato then it’s not a winner. The ingredients for a winning online marketing campaign must include onsite seo, offsite seo, and social media marketing.

There are many factors that influence rankings on search engines (such as Google, Bing, and Yahoo). Those who practice the best and most up-to-date SEO techniques reap the benefits of appearing at the top of search results.

ONSITE SEO

Onsite SEO refers to optimizations made on a website to make it more readable, crawlable, and content rich. The main purpose of onsite SEO is to make sure your website is optimized for the keywords that are most appropriate for your industry and area. These are the keywords that you wish to be found in the search engine results when folks are searching for what you have to offer as a business. There is a lot to onsite SEO and people working on their own websites often overlook steps so it’s best to outsource your SEO to a professional. There are hundreds of small changes that can be made in the course of a campaign, as SEO is very much an ongoing process. Here is a checklist of the things Shayla Does It Marketing Services uses for on-site SEO techniques that are in accordance with Google recommendations:

  • Page Titles & Meta Descriptions
  • Headings
  • Page Content & Descriptions
  • Images
  • Links
  • Site Speed
  • URL structure
  • Current Content
  • Mobile Optimization

OFFSITE SEO

Offsite SEO refers to strategies made on external sites – or links. The Interweb you know today operates through links. When Google decides which website to show a searcher, one of the factors it considers is how trustworthy a site is. This is determined by the number external websites linking to your site and the amount of links that one site is sending. Directory listings (sites that list local florists, services, etc.) are a quick way to build links to your site.

Another link building strategy is content marketing. This involves creating a piece of content (article, blog, infographic, video, etc.) to host on another site with a link pointing back to your website. Relevant content marketing with engaging content that users want will always have a place in digital marketing. Throwing up a 400 word “article” to post on an unpopular site, also called “guest blogging,” can put your site at risk of a Google penalty which will remove your site from appearing as a result to searches.

Also, don’t buy any links. This is a big no-no with Google. Earn your links organically.

SOCIAL MEDIA MARKETING

Yes, social media matters when it comes to SEO. Day by day, social media sites are increasing their authority in search engine marketing, so you need to be active on more than just Facebook! The almighty Google takes social media into account when forming page rankings, mostly in the form of links and activity. This is commonly referred to around the web as “link juice”. If you have a lot of link juice from different social media sites that consistently link to your website, you will be creating an ongoing flow of traffic which contributes towards your Google ranking. The 7 most popular ranked social media sites today are: (reference: http://www.ebizmba.com/articles/social-networking-websites)

  1. Facebook
  2. Twitter
  3. Linkedin
  4. Pinterest
  5. Google+
  6. Tumblr
  7. Instagram

Why Do You Need SEO?

It’s simple. There is an industry in SEO because it’s a full-time job. When a company, such as Shayla Does It, works on a client’s site, it shouldn’t be optimized one time and then left alone. SEO is an ongoing process of developing new content, keywords, and blogs to reach your customer as Google continues to update its algorithms. SEO dramatically changes almost every year and the strategies used when your site was built a couple of years ago aren’t going to work today. Many people say that SEO is dead, but it has merely evolved into a different creature. SEO used to be about tricking search engines, now it’s about communicating with them clearly. So hire Shayla Does It for your SEO needs. We’ll be your sandwich maker.

Shayla Does It Marketing Services of Oklahoma

Enter to Win Oklahoma’s Annual Pamper Yourself Facebook Giveaway!

ENTER FOR A CHANCE TO WIN OKLAHOMA’S ANNUAL PAMPER YOURSELF GIVEAWAY WITH A PRIZE PACK VALUED AT MORE THAN $300!

We are excited to host a Facebook giveaway just for the ladies of Oklahoma! You work hard and deserve to be pampered, so we have put together a prize package filled with local goods and services from other ladies who also “work hard for the money”. You could potentially win a Pamper Yourself Prize Pack valued at more than $300! Here’s how to enter:Oklahoma Pamper Yourself Facebook Giveaway

  1. Like the following sponsors’ Facebook pages:

2.  Like and Share to your timeline the Pamper Yourself Giveaway post located at the top of our Facebook page: https://www.facebook.com/ShaylaDoesIt

It’s that easy! This is a great prize pack – check out all of the goodies you’ll get if you win:

  • Haircut and All Over Color provided by Angela Murray – Hair Stylist & Color Specialist at Bella Capelli Salon in Oklahoma City ($85 value)
  • 2 Gift Certificates to Wine and Palette for you and a friend ($70 value)
  • Peppermint Soy Cream and Cuticle Candle made by Soy Candle Cottage Natural Soy Products ($20 value)
  • Cherokee Chakra Organic Essential Oil & Nature’s Sunshine Slippery Elm Herbal Supplement provided by Dr. Pepper Hernandez, ND ($75 value)
  • Beauty Strips Face Mask & Serum made by Forever Green Express ($87.50 value)

Total Prize Package Valued at $337.50!

This giveaway is in no way endorsed, affiliated, or associated with Facebook, Twitter or any other Social Media Networking Site. This giveaway is valid only in the United States. Entrants must be 21+ years of age to enter. Winner will be chosen randomly and must live in or around the Oklahoma City Metro area to claim prize. This giveaway will end at 12:00 AM (EST) on 8/8/15 and winner will be randomly chosen by Shayla Does It and announced on Facebook.

Good Luck!

Shayla Does It Marketing Services of Oklahoma

online reviews are important

Importance of Online Reviews

One of the many wonderful things about the Internet is the opportunity for people to express their opinions on almost anything. If you own a business, it’s a way for customers to comment on your service or products in order to share with others. These comments are posted on the web as online reviews, either directly to your business’s website, social media pages, or to other sites which aggregate online reviews.

How Important Are Online Reviews?

In the digital age, online reviews have largely taken the place of the word-of-mouth referrals. After all, it may be easy to ask your neighbor who mows his lawn, but harder to find someone you know who has ordered a polka dot cat sweater from an affordable website in the past year. Potential buyers can easily seek out online reviews of products and services offered by various companies all around the world — including people who have used your business in the past.

Positive online reviews also increase your appearance within search engine results. You will notice when you search for a service or product that Google Maps will appear in the results with the highest ranked businesses that you are searching for. This is also true for many other search engine sites such as yellow pages, yelp, bing, etc…

It’s easy to see why positive reviews are like gold, while negative ones can be toxic and dangerous.

Check out these online reputation statistics which reiterate the importance of reviews.

Check out these online reputation statistics which reiterate the importance of online reviews.

How Can You Monitor Your Online Reviews?

  1. Be proactive – Don’t just read a few online reviews when you feel like it. Schedule time regularly (weekly is a good goal) to check for new reviews. Also, when looking at various review sites, take note if your recent positive reviews are not current; the older they are, the less impact they have on the opinions of others.
  1. Respond quickly – Whether positive or negative, you should respond to every review. If positive, thank the reviewer for taking the time to spread their great experience with others. On the other hand, you may come across customers who express displeasure about their experience dealing with your business. Do not ignore these individuals, and do not procrastinate in responding. When you respond quickly, you send the message that you care about customer input and are taking steps to resolve the problem. Always be genuine and sincere because it reflects in your response.
  1. Keep the tone civil – Some online reviews can be scathing, juvenile, inappropriate, and downright unfair. Even if a certain review does awaken some strong emotions, do not mimic the reviewer’s negative tone. Instead, remain calm and civil while leaving out emotional words, and respond to the reviewer with class. If you get dragged into the virtual mud with a reviewer, both you and your business almost always lose.
  1. Address the issue and offer to make it right – If a reviewer has a legitimate complaint — even if it wasn’t the fault of you or your staff — try to find a way to make him or her happy. Offer a refund or a discount on future services. You’d be surprised how many positive reviews are born out of negative ones that were addressed properly and in a timely manner.

How Can You Get More Good Reviews?

Ask for reviews – Make it apparent to all of your customers that they have a voice in how you do business. This means not only having a place on your website where people can post or read reviews, but also promoting the appropriate online review destination (i.e. Google+, Facebook, Yelp, Yahoo, etc…) in print and email communications.

Newsletters and emails are the best way to ask for reviews on a regular basis. Email marketing is (and will continue to be) the most important channel any business can use to continually get their name in front of their past and present clients. It’s consistent, targeted, effective, inexpensive and used by over half of the world’s population. One way to do this is outsource your email campaigns to a reputable marketing company, or you could sign up for a service that automatically emails your clients to ask for their reviews after a service is performed or a product is purchased. Emails always increase the odds that happy customers will take the time to sing your praises online.

if a customer expresses his or her satisfaction to you verbally, be sure to respond by saying, “Thanks! Feel free to tell the world by putting that in a review online!”

Encourage people to read your reviews – Display a link to your online reviews or “testimonials” on your website, Facebook page, and anywhere else you have an online presence. Not only will potential customers read your glowing reviews, but your current customers are more likely to add their positive feedback as well.

If you need help with the task of online review management, Shayla Does It Marketing Services offers online review management as a part of monthly seo and link building packages. Contact us for more information or a free consultation.