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When you join DMI’s review and reputation management program, we will work with you to connect your social media accounts and Google Business Profile, which will act as a central location for managing your reviews. When a new review comes in on an integrated platform such as Facebook or Google, you will receive a notification email alerting you that there is a new review. 

When it comes to negative reviews left by customers, there are a variety of ways to approach it and we have cultivated a process intended to provide quick and accurate responses.

Verify the information - We will reach out to you regarding a negative review to get your feedback on the interaction. Some customers leave out crucial information in a negative review that can change the perspective of the interaction for searchers reading reviews before they make a decision. 

 Sometimes, a customer leaves a negative review on a business with a similar name or service, and there will be things in their review that will make that evident to you. We will dispute those reviews on your behalf with the platform (Google, Facebook, etc.) and reply with a polite explanation of why you may not be the business they intended to review. This kind of interaction shows that you care for customers, even ones that are not yours, and can lead to a conversion of an irate customer of a rival into a loyal customer of yours! 

Craft A Reply - We will work with you to craft a reply that reflects your empathy and professionalism towards your customers. That may include disputing facts, including information the customer did not know, and offers to discuss this further with the customer directly to address any concerns.

Consider Silence - While it is mostly better to respond to reviews, there are times when silence is golden. Now and then, there will be situations where responding is not the best course of action. We never want your review space to appear argumentative or devolve into a blame game type back and forth.

We have a variety of tools available to bring in reviews.

Social Media Buttons: We will provide easy information and instructions on how to put these social media buttons on your email signature and website. 

Website Widget Code: An easy link for customers to click on directly from your website to leave a review on Google or Facebook.

QR Codes: We create a QR code that can be used on business cards, postcards, invoices, and more, giving your customers a quick on-the-go option for them to leave you a review.

Review Solicitation By Email: If you provide a list of customers' email addresses, we will reach out on your behalf to solicit reviews. We do not spam your customers and will work to ensure customers are not approached more than once in a set period, such as 6 months. 

We provide quarterly reports regarding reviews showing how many have come in versus the previous quarter (After the first 2 quarters.), the average rankings, and other information. This report is sent to you automatically, but you can reach out to us at any time with questions. 

Our reputation management team reviews your website, your online presence etc. to get a feel for your general tone and values before we start posting responses on your behalf. When it comes to more detailed reviews, we will be happy to submit our response to you for approval a few times so you can rest assured that our team is representing your brand’s values.

Not only are reviews an important part of your business, but online review management also establishes your engagement with customers. Search engines like Bing and Google reward businesses with good customer engagement, especially if they are active on various platforms, increasing their search engine authority and boosting your overall visibility. More clicks, more mentions, and more engagement will organically boost you in search engine rankings.