Reputation Manager Best Practices

To ensure you’ve made the most of all of the tools included in Reputation Manager, follow these easy steps to success:

#1 Listings

Listings are essential to your online presence and a significant building block of your overall reputation. They are also how potential clients find you. Make it easy for them by reviewing all the places your business is listed to ensure all information is correct.

Here’s how: 

1. Log into Reputation Manager and go to Locations
2. View your listing summary
3. Search for and remove duplicate listings
4. Identify missing or inaccurate listings and make corrections

When to update: Update your holiday hours and change them back after the new year. Then, revisit each quarter to ensure nothing changes or you find new listings. 

Quick Tip: Refresh your images every month. The more activity by managing your listings, the more Google is paying attention to you.

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#2 Surveys

Feedback from your clients can help guide your decision-making process regarding the direction of your business. Use surveys to get their honest input and find out precisely what they like about your business and what needs to improve.

Create a survey: 

1. Log into Reputation Manager and go to Surveys > Surveys
2. Start a survey, add questions, and publish
3. You can also create different surveys based on the client: new clients, returning clients, clients who received a specific series or attended one of your events, etc.
4. Add your survey link to your email or text marketing campaigns
5. Attach your survey links to your Client Connect Auto Emails.

Download Instructions

What’s Next? It’s always a good idea to send follow-up surveys about once a year. Think of it as a health check-up for your business.

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#3 Reviews

As a salon owner, it’s essential to understand the significance of reviews. Why? Because positive reviews can attract new clients and help build your business, while negative ones can drive potential customers away. That’s why it’s important always to encourage your happy clients to leave reviews for your business.

BLOG: How to Get Online Reviews for Your Salon

Ask your clients for new reviews. Here’s how:

Create a campaign: 

1. Log into Reputation Manager and go to Surveys > Emails.
2. Choose a template based on how you want to ask your clients for a review: 5-star, scale of 1-10, happy/sad faces, and more.
3. You can also create different surveys based on the client: new clients, returning clients, etc.
4. Attach your survey or review request links to your Client Connect Auto Emails.
5. Log into Rosy and go to your Boosters tab > SalonInteractive > Client Connect > Auto Email > Thank You 
6. You can also send the link for your review request in a text or any communication with your clients.

When reviews come back to you through Reputation Manager, you can view them through Reputation > Summary.

On your summary page, you’ll see how many reviews your business is getting, how it is rating, overall key statistics, review sentiment, where your reviews are coming from (provider details), etc. 

How to view your actual reviews:

1. Log into Reputation Manager and go to Reputation > Reviews
2. This is your inbox, which brings all reviews together in one place and allows you to create automated AI responses to reviews.

What’s Next?

You can use these reviews in various places, including on your website. There are two ways to set this up:

1. When asking for a review, you can give your clients a link to your Google page, Yelp, or wherever you want them to leave a review.
2. You can link reviews back to you through Reputation Manager so you can use them on your website. 

• Use one of Reputation Manager’s widgets to feature your reviews on your website. 
• To add a widget, go to Surveys > Widgets and select from the summary template, basic list review, or carousel review.
• Follow the instructions to embed the widget into your website.

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#4 Social Media Management

Monitor, optimize, and update your salon’s social media accounts at scale through your reputation management software. Simply plug in your social channels to monitor what others say about your business and respond accordingly.

Here’s How:

1. Log into Reputation Manager and go to Social > Summary
2. Connect your social channels
3. Create a post by adding an image or video, *crafting a message, and posting.

*Note the option to use AI to help write your captions.

What’s Next?

• Make it a habit to check back to review and respond to posts by going to Social > Summary or Feed.
• Plan a regular cadence of posts.
• Post your best reviews regularly.

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#5 Put AI to Work for You

With Signals, Reputation Manager’s newest feature, you can quickly find answers and gain insights into your customers. Ask any question you’d like or access a list of your last 20 or recommended questions, then use the data to address any issues within your business and craft responses.

Signals

How to use it:

1. Log into Reputation Manager and go to Pulse AI > Signals
2. Ask a question specific to your business. Either use one of the pre-canned questions or ask your own. For example: How do our customers feel about our (insert service)?
3. Signals will generate a response based on your reviews. You can see the number of reviews, overall rating, and breakdown of one—to five-star reviews, or sort/filter reviews by highest to lowest, ratings, newest to oldest, or even break them down by service provider (assuming you have enough reviews for that team member). 
4. Now, dive into the data and look for trends, including ways to improve your business. 

Teaching moments: Don’t shy away from negative reviews. Look at them as insight into your business and areas for improvement.

What’s Next?

Make a plan to revisit Signals at least once a month, with a deep dive every quarter and again yearly. In between, start a list of potential questions.

Sentiment

How to use it:

1. Log into Reputation Manager and go to Pulse AI > Sentiment
2. Sentiment will help you identify where to go to investigate further. It also helps you identify questions you may want to ask. 
3. Look into what topics are negative or positive, view the graph for category trends, and get a visual representation of the most mentioned trend.

4. Use the sentiment wheel to dig into what people say based on keywords.

What’s Next?

• Take time to digest the feedback and use the information to inform your business decisions.
• If you have a salon coach, let them view this data so they can help you tweak your procedures and plans to create the best possible client experience. 
• Share this process with your team and let them see the results in real-time. This can create a great learning moment for them and allow the team to offer ideas for other questions and/or possible solutions to any negative client comments.
• By diving into the data with your team, you can uncover reasons to reward and celebrate your team or coach others who are new or need some training and/or encouragement.

Need help setting up or navigating Reputation Manager? Contact our team at reputation@rosysalonsoftware.com, or schedule a session here.