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The little voice… reputation management on and offline

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When I was a little girl…a long, long time ago, I remember my daddy saying to me, “Remember who you are.” He never failed to say this just about every time I walked out the door for a night of fun with my friends.

He knew that once your reputation is lost it is hard to get it back. This wisdom applies for both our online and off line reputation.

Everyday we deal with agents who when we get an offer from them, there is either a happy dance or a cringe. It will either be a smooth transaction or touch and go the whole way.

In a multiple offer situation, I’ve had agents tell me they would like to work with me because 1) they know I will work and negotiate to the death, and 2) I will be nice about it.

Online

Recently I finished up a transaction with an agent who shouts from the first page of her web-site about what a great communicator she is, including returning phone calls and her top of the line customer service. Ummmm… I don’t think so…One part of me wanted to shout out a status update on Facebook pointing out the discrepancy but the little voice inside me said, “don’t”.

She is on FB and in the midst of a transaction could have recognized it.

Right now there is a big push for management of your online reputation. Most of us have Google Alerts set up for our name and company to get an alert when we are mentioned online (or to see when the never ending splogs steal our content). That is easy to do and the easiest way to monitor our online reputation.

Occasionally on Twitter someone will ask,”anyone know of a good Realtor in______?”

Recently, Zillow opened up their platform for clients to give us reviews. Yelp has been doing this for awhile but at least in my area, I’m not seeing too many Realtor reviews.

Monitoring

Regardless of what method(s) we use, it is up to us to be monitoring our reputation on line. If someone leaves a negative or a not so shinning review, we can respond back.

I use to at the end of every transaction, send a survey out to my past clients. I asked for their honest opinion because I told them I was trying to improve my service.  We included a self addressed,  stamped envelope and we had a good response from our clients.  The last couple of years that ROI decreased on folks mailing them back so we stopped doing it.

Your Google Profile is an awesome place to ask people to review you. I have a couple on there, one was a surprise and one was solicited.

One thing I checked recently was I went Google and put in my name+reviews. It was so informative I even set up a Google Alert for it. The data was different than just doing a search on my name.

In digging down about 10 pages…I found some very old comments indexed where I had commented on different blogs. Now Activerain supposedly has <do not follow> links in the comments but there sure was a lot of comments in that reputation search.

I even found one where I asked someone for a Seafood Recipe!

Managing In Real Life

Managing your name in real life is a lot easier. We either bite our tongues, or loose it with people. We either do a good job of customer service and get referrals, or we don’t serve them well and we never hear from the again.

I can’t count the times I have hung up with a Short Sale negotiator and screamed my head off.

Jeremy Stoppelman, CEO of Yelp said, “I think we live in a new age of transparency, which is a great thing if you’re fantastic at customer service. Customer service is the new marketing.”

If that statement is true and I have no reason to believe otherwise, then it is even more important that we provide great customer service and monitor our reputations. We know blogging and social media is just our voice going out to a larger audience.

People like to do business with people they know, that they feel are like them, that they can trust. Trust… being discrete. Trust…not doing anything or saying anything online we wouldn’t say or do in person. Trust…not just saying you give awesome customer service but actually doing it.

Or as my daddy said, “Don’t forget who you are!”

Written by Missy Caulk, Associate Broker at Keller Williams Ann Arbor. Missy is the author of Ann Arbor Real Estate Talk and Blog Ann Arbor, and is also the Director for the Ann Arbor Area Board of Realtors and Member of MLS and Grievance Committee's.

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10 Comments

10 Comments

  1. Ken Brand

    January 25, 2011 at 4:52 pm

    Love-Love it. I’ll be sharing this with our tribe at our next team meeting. Thanks.

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Business Marketing

Stay ahead by decluttering your Instagram accounts with this new feature

(BUSINESS MARKETING) Get a head start on your spring cleaning with Instagram’s newest feature. It may become your favorite way to views others accounts.

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instagram accounts

In a plot twist you weren’t expecting this week, Instagram is looking to make your life a little easier. Their newest app update includes a feature that groups accounts you follow into curated lists such as most and least interacted with or earliest followed to latest.

If you’ve ever looked at the number of people you follow on Instagram and wondered, “who the heck are these people?” then this update will make your heart sing. Instagram has been around for 10 years now, so it’s understandable that some of our follower lists have gotten a little out of control. Your friends and interests shift over time and it can be difficult to find time to actively curate your social media accounts.

Working with this new feature is simple. To access it just head on over to your Instagram profile and click “Following.” You should see a couple of categories above the list of accounts you follow. As an added bonus, you can also change the sort feature on your follower list. It can be set to show oldest accounts followed first or latest accounts firsts.

instagram accounts

For entrepreneurs and freelancers who don’t have the luxury of a full social media team (or any team at all) small features like this can be a game changer. If this feature sparks you to finally clean up your Instagram, here are a few questions to ask yourself when you’re trying to decide who to keep and who to unfollow.

Why did you originally follow this account?

Does this account still serve your business interests?

What was your main purpose behind following this account? As a business owner you might follow an account on Instagram for any number of strategic reasons. Perhaps this account is a fellow business owner in your area, but they’ve since closed their doors. Chances are you’ll find more than one of these cases in your least interacted with group.

Were you looking for business advice or inspiration? When you’re just starting out with your business, you might have followed a few accounts that aimed to give advice to new business owners. Well, if you’ve been doing this for a few years, you probably already know the basic advice these types of accounts are pushing. It’s time to move on.

Do you know this account IRL? Maybe your business has moved locations or changed niche in the last few years. You might have made some great connections with fellow business owners back in the day, but you may no longer run in the same circles. If you know the person who runs the account IRL and you still want to stay connected there are two options. You can either go follow them on your personal account or you can continue following, but mute the account so it doesn’t clog up your Instagram feed.

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Business Marketing

2020 marketing calendar – plan this year’s marketing strategy

(BUSINESS MARKETING) Have you ever wondered when is the best time for your ad campaign, well look no further. This marketing calendar has every event listed, even weird ones.

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When you work for a small business or non-profit, marketing is one of those essential tools that can make a difference in your monthly bottom line or fundraising take. And yet it’s often a challenge for busy owners and employees to find — and take advantage of — fresh promotion opportunities.

Add this to your toolkit… a 2020 Marketing Calendar from the team at Liramail, making note of big events and days that you can use online and IRL to engage customers and donors.

February marketing calendar

Some dates are obvious… major holidays, for instance, particularly the gift-giving ones. But you can find success around other events as well. The Central Texas Food Bank uses the Super Bowl as a driver for one of their most visible annual events, the “Souper Bowl of Caring.” On a smaller scale this year, restaurants and shops around the Austin area and all over the country used January 25, Australia Day, to raise funds for bushfire relief—drawing customers into their businesses, creating community ties and doing good all at once.

This marketing calendar compiles dates both big and small, providing plenty of opportunities for tie-ins and promotions. Running a clothing boutique? Play with Fashion Week. Looking for a good cause to support? World Wildlife Day and International Women’s Day are just a few weeks away. Valentine’s Day, Mardi Gras, St. Patrick’s Day… and that’s all just in the next six weeks.

The calendar is as useful for engaging your social media audience as it is promoting IRL events. You don’t have to own a pizza place to make a post with your team celebrating International Pizza Day and quizzing your followers on their favorite topping. You don’t have to be a veterinarian to turn Love Your Pet Day into a way to engage people by encouraging them to share photos of their pets.

And if you do have a direct tie? Absolutely use it. Each March, for instance, the small Austin well-building non-profit Water to Thrive observes World Water Day with a quick Facebook fundraiser. One of the Austin-area businesses that participated in Australia Day, Bee Cave coffeehouse/boutique Runaway Luna Lifestyle, did so because of family ties there, raising several thousand dollars with an in-store event and social media promotion of a GoFundMe fundraiser.

So page through the marketing calendar, making notes of days that you can take advantage of. And don’t forget, if you’re inspired to create an in-store event or other promotion, be ready for it. Get the initial date on the calendar, and then work backwards to create a long-range plan to support your event. Check your inventory, possibly looking for related items to feature. Book your advertising, draft your newsletter, schedule your social posts. Let your audience know that something special is coming up.

Have fun with it. Add your own dates. Whether you zero in on Talk Like a Pirate Day or Make a Difference Day, you can create new opportunities for your business or non-profit and for your customers as well.

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Business Marketing

Unsplash is the secret weapon for seekers, and creators of unique images

(BUSINESS MARKETING) It’s free, it’s great, it’s free, it’s a marketing multi-tool, and it’s FREE. Why aren’t you using Unsplash already? It has great exposure!

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I really can’t stand seeing the same thing over and over again.

Might be my slutty, slutty, non-brand-monogamous Milleniality showing, but I reeeeeeally feel like something’s wrong when I can’t tell two different companies (or WRITERS) apart because they’ve aped the same template, or bought the same cheap font, or used the same stock photos.

He’s a cutie, but I can only see that surprised toddler in the pink shirt and gray vest so many times. And I guarantee at least 85% of people reading this know exactly which baby I’m talking about, hence the issue I’m having.

That’s where Unsplash has been my friend.

I was introduced to the image search engine in my last job: hundreds of thousands of hi-res images for 100% free, which yeah, was just my boss saving money on subscriptions to pay for our office snacks. But I was pleasantly surprised by the cool stuff I could find!

How it works is; well first, pretend you’re a photographer. One amongst many. And you specialize in, say, bomb ass macrophotography. Except the people who need your services A: Don’t know the difference between your specialty and someone who can use the zoom button, and thus B: Aren’t finding your portfolio because they don’t even know what they’re looking for.

If you’re willing to let people use some of your photos, you can host images on Unsplash, tag them with keywords, and ideally get some subtext or alt-text credit.

It’s not like a paying gig, it’s more like passing out fliers to super warm leads.

Now pretend you’re writing for a nature blog. Justifiable crackdowns on unpaid intellectual property mean that when your client says ‘Just pull some stuff from Google, it’s whatever’, you’re not actually going to do that. But there’s no budget for a subscription to anything, so what now?

You check out Unsplash is what. Then you find that macrophotographer’s amazing pictures of leaves and such, and bookmarking their gallery gives you a way to harmonize all the preview images you use for the ‘5 Most Ominous Things I’ve Found in the Austin Greenbelt’ article you’re working on with everything else on the site.

As a master manipulator of text/feelings myself, I’m also really into the fact that since anyone with a camera, anywhere in the world can host their images, I’ve got a lot of diversity in styles, locations, and of course human subjects. I really enjoyed that I could look up ‘CEO’ and find a Vietnamese woman and a Canadian man sharing the first page and probably a complicated relationship with France as a concept.

And I noticed something else.

Quite a few of these images were branded! As in Harley Davidson, Boxed Water, and more have Unsplash accounts, with their products on display to be used whenever people look up words like ‘freedom’ and ‘quirky’ and ‘hydrate’.

You literally can hire a photographer to take pictures of people in various situations wearing your brand of pillbox hats, and get photos of your product placed any and everywhere!

Now of course there are a few wee drawbacks.

Credit isn’t guaranteed, so whether you’re a brand or a photographer, you may not have your name on your work when it’s displayed, especially on preview images.

You also won’t be notified as to WHERE your photos are being used, so if your properly gloved and be-pillboxed gals end up photoshopped with digital Sharpie mustaches and used in an anti-fancy fashion postpunk op-ed, that’s out of your control.

On the searcher side, the AI is a little off as you scroll through. You might be distracted by photos of fighting racoons being auto-tagged as dogs hugging, and lose time laughing and taking screenshots, and then explaining why you’re posting to Tumblr during work hours.

Still worth it, by the way.

Ultimately Unsplash has been my ace-in-the-hole when it came to advancing the radical left agenda by viciously adding different ages, races, and settings to my last gig’s newsletters, and it’s another great resource for anyone in the ‘get/KEEP your name out there’ stage of business.

Hitch up your water wings, dive in, and make an un-splash!

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