News & Opinions
The latest news and insights from Hanley Wood’s outspoken experts and key thought-leaders throughout the residential and commercial design and construction industry.
Nina Patel / REMODELING / July 12, 2013
The Internet and social media have accelerated how rapidly reviews — whether positive or negative — are shared. They also serve to raise the online profile of your company.
Customer reviews provide potential clients with an insight into your company and make them feel confident to hire you. Though business owners can’t completely control their company’s online profile, they can use social media to influence their brand’s reputation and respond appropriately to customer comments. But creating a balance between promotion and protection can be tough.
First, start by claimingRead More
Stacey Freed / REMODELING / April 23, 2013
Consumer-driven sites leave contractors no choice but to play the game
Simply put, online review sites ask consumers to rate businesses from which they have received services or purchased products. Other consumers read those reviews and use the information to make informed decisions — turning those sites into lead generators.
Angie’s List and Yelp are the two largest, most widely known sites, but there are others such as Manta, Google+, and Hotfrog (international); remodeling industry–specific sites such as HomeAdvisor (formerly ServiceMagic); local/regional sites such asRead More
Jim Cory / REMODELING / April 1, 2013
Q&A With Morgan Remmers, Yelp’s Manager of Local Business Outreach
REMODELING: Does Yelp have an official policy on rewards?
Morgan Remmers: We do. We discourage review solicitation or rewards to customers for writing reviews.
RM: What’s the reasoning behind that policy?
MR: We find that business owners create an unintentional bias. They want to incentivize or reward customers who are happy. It prohibits people from coming to the site; they don’t feel they can trust the information.
RM: How do you know that the review posted on Yelp has been solicited or that a reward has been paidRead More
Micah Solomon / Harvard Business Review / December 10, 2012
Marshall Plympton* is the owner of an ”eclectic American” restaurant with forty-seven reviews on Yelp, and the majority are pretty positive. Marshall, however, responds to even the smallest online slight or constructive criticism with outrage. For example:
If any other jerks like ”Jjhamie319” are thinking of coming to my restaurant, listen up: DON’T. I have enough work serving the rest of you people without this kind of grief.
Marshall doesn’t need this article. He needs a new line of work, far away from customers. But smart business owners and theirRead More