What's Your Reputation?
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Without first checking Google, do you know what your club's online reputation and rating are? How do your Facebook, Google and Yelp reviews look? If you are aware of your rating for each, do you know approximately how many reviews you have for each site and what they say? If you don't know this information, your business is not achieving its maximum online potential.
We live in a world where just about everyone goes online to learn more about a business before deciding whether or not to visit. Even when someone gets a traditional marketing piece, such as direct mail, they will almost always go online to investigate and learn more. The online reputation of your business is either going to lead that prospect into the next step of their journey (join online, sign up for a guest pass, call or come in), or it will scare them off, ending their journey right there before ever even reaching out to you or seeing your club. For this reason, your online reputation demands attention; yet often, it gets overlooked.
Even if you invested a significant amount of money to build out a nice club or studio and filled it with amazing equipment, if your online reputation is not good, your business will be negatively impacted. A prospect won't care if you have new equipment or an attractive marketing piece with a great offer. If they see an abundance of negative comments about rude staff, hidden fees, impossible cancellation policies, etc., you will most likely lose them right then and there.
Properly managing your online reputation requires constant monitoring, but when done properly, can pay large dividends with increased guest traffic. Here are some dos and don'ts to help make sure online reviews attract more prospects into your facility:
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