1851

The first thing most folks do when trying to decide whether to try a new product, service, or business is check out the online reviews. Bad reviews, obviously biased reviews, or even too few reviews can all discourage the curious consumer. That’s why franchises, like all businesses, need to pay attention to their reviews and develop a strategy for managing them effectively.&nbsp;“Managing reputations in the era of online reviews is critical to any organization’s success,” said&nbsp;<a href="https://www.linkedin.com/in/jasonmudd/?utm_source=1851franchise.com&utm_medium=article&utm_campaign=the-way-you-handle-online-reviews-can-affect-your-franchises-reputation-2725163" target="_blank" rel="nofollow">Jason Mudd</a>, CEO of Axia Public Relations. “Whether you’re a franchisor looking to attract consumers, franchisees, employees, investors, bankers, or other strategic partners and providers, online reviews have significant influence over public perceptions and brand reputations.&nbsp;<h3>How Online Review Impact a Brand's Reputation</h3>Search engines, social media platforms, and business directories have made a standard practice of embedding online reviews into their various search results and profiles. As a result, a single online search can create an immediate first impression in the mind of a consumer.“In today’s highly digital landscape, it’s necessary for businesses to actively employ reputation management,” said&nbsp;<a href="https://www.linkedin.com/in/jonathonreckles/?utm_source=1851franchise.com&utm_medium=article&utm_campaign=the-way-you-handle-online-reviews-can-affect-your-franchises-reputation-2725163" target="_blank" rel="nofollow">Jonathon Reckles</a>, vice president of marketing for&nbsp;<a href="https://cdonepricecleaners.com/?utm_source=1851franchise.com&utm_medium=article&utm_campaign=the-way-you-handle-online-reviews-can-affect-your-franchises-reputation-2725163" target="_blank" rel="nofollow">CD One Price Cleaners</a>, a franchise-based dry cleaning chain with 40+ units. “The primary reason for this is because most customers search online for local businesses and it’s pretty easy for them to make a determination between a brand or location that has a handful of reviews and those that have tons of reviews.”&nbsp;In addition to giving potential customers an immediate impression, online reviews can also impact a brand's visibility in the search engines. Monitoring and engaging with customer feedback is vital for franchises as it boosts their online visibility, demonstrating their high satisfaction and trust levels to potential customers. Properly handling online reviews can even help retain unsatisfied customers.&nbsp;“Even when you receive a negative review, it’s an opportunity to restate your brand position and potentially win back a customer by demonstrating to them and to others watching your commitment to excellence and customer satisfaction,” noted Mudd. “In many circumstances, we should authentically thank customers for taking the time to share negative feedback. It’s not always easy and you don’t always get direct feedback from a customer.”<h3>Strategies to Effectively Manage and Respond to Online Reviews</h3>With all the places online reviews can land, simply keeping track of them can be a real challenge. Fortunately, there are tools franchisors can use to simplify this task.“The best way to employ a reputation management strategy is to find a platform such as Yext or Podium or even some of the more inexpensive platforms that allow you to actively request reviews and respond to them in real time,” said Reckles. “This is especially true for franchise businesses because those looking to invest in a franchise business want to purchase a turnkey operation that has these strategies and levers in place to help manage their business and increase visibility.”Mudd added that there are a handful of other key strategies to consider for online customer and employee review management. These include:&nbsp;<ul><li>Active Engagement:&nbsp;Respond promptly and empathetically to all reviews, showcasing care and commitment to customer satisfaction.</li><li>Consistent Messaging: Provide clear guidelines for franchisees to maintain consistent brand messaging and tone across all platforms.</li><li>Transparency and Authenticity:&nbsp;Foster a culture of openness to praise&nbsp;and&nbsp;criticism, demonstrating a willingness to evolve based on valuable feedback.</li><li>Training and Support:&nbsp;Equip franchisees with the tools and resources to manage reviews effectively, such as the ReviewMaxer software platform.</li><li>Proactive Reputation Management:&nbsp;Implement processes to monitor online conversations, manage emerging issues, and encourage brand advocacy across the organization.</li><li>Encourage Experiences:&nbsp;Prioritize quality products and services to prevent negative reviews, and encourage customers to share positive experiences online.</li><li>Continuous Improvement:&nbsp;Embrace feedback to drive innovation and exceed customer expectations, building trust and loyalty.</li></ul>“By prioritizing active engagement, consistency, transparency, and continuous improvement, franchisors can effectively manage their global reputations in the era of online reviews, building trust, loyalty, and long-term brand advocacy,” said Mudd.&nbsp;To learn more, check out these related articles:&nbsp;<ul><li><a href="https://1851franchise.com/website-analytics-understanding-your-franchises-online-performance-2723983#industry">Website Analytics: Understanding Your Franchise's Online Performance</a></li><li><a href="https://1851franchise.com/how-to-optimize-your-franchise-website-for-increased-traffic-and-leads-2723984#stories">How To Optimize Your Franchise Website for Increased Traffic and Leads</a></li><li><a href="https://1851franchise.com/the-role-of-social-media-integration-in-franchise-success-2724061#industry">The Role of Social Media Integration in Franchise Success</a></li></ul>

The Way You Handle Online Reviews Can Affect Your Franchise's Reputation

Mastering Online Reputation Management

1851 Franchise

As franchises strive to attract and retain customers and franchisees, managing online reviews effectively has become an indispensable part of reputation management.

the-way-you-handle-online-reviews-can-affect-your-franchises-reputation

Home Halo

Home Halo’s 160-Step Launch Process: Setting Franchisees Up for Success

home-halo-franchise-launch-process

VA Reimbursement: A Unique Opportunity for Home Halo Franchisees

va-reimbursement-a-unique-opportunity-for-home-halo-franchisees

Home Halo’s "Frank" Method: Coaching Franchisees to Greatness

home-halos-frank-method-coaching-franchisees-to-greatness

home-halo-dan-deak-personal-journey-headshot

Dan Deak's Personal Journey: From Caring Son to Home Halo CEO

dan-deaks-personal-journey-from-caring-son-to-home-halo-ceo

10 Reasons Why You Should Invest in a Home Halo Franchise

10-reasons-why-you-should-invest-in-a-home-halo-franchise

Buying a Franchise Masterclass

 Franchise Opportunities

Get Support Buying a Franchise

How to Buy a Franchise White Paper

How to Buy a Franchise

How to Sell Franchises

How to Grow a Franchise

Find a Franchise Supplier

1851 Franchise Opportunities

Franchisor News

Franchisor Power Rankings

FranCamp Mastermind Summit

Franchise Resources

What ALEC-Laffer's Report Means for Franchising

Website Awards

Power Rankings

About 1851

Advertise on 1851

Contact 1851 Editorial

Terms of Use

1851 Login

GROWTH CLUB LOGIN

facebook

instagram

twitter

linkedin

youtube

Dave’s Hot Chicken Sold to Roark Capital in $1 Billion Deal to Fuel Global Expansion

daves-hot-chicken-sold-to-roark-capital-in-1-billion-deal-to-fuel-global-expansion

Homebuyers Keep Buying — And That’s Good News for Home Service Franchises - 1851 Franchise

Homebuyers Keep Buying — And That’s Good News for Home Service Franchises

homebuyers-keep-buying-and-thats-good-news-for-home-service-franchises

AI Could Push Unemployment to 20% — Fueling a Surge in First-Time Franchise Buyers - 1851 Franchise

AI Could Push Unemployment to 20% — Fueling a Surge in First-Time Franchise Buyers

ai-unemployment-impact-white-collar-job-loss

How To Sell Just One Franchise: What You’ll Learn at FranCamp NJ 2025

how-to-sell-just-one-franchise-what-youll-learn-at-francamp-nj-2025

House Passes Tax Relief Package With Key Benefits for Small Businesses and Franchises

house-passes-small-business-tax-relief-bill-2025

McDonald’s To Hire 375,000 Workers as It Prepares for Major U.S. Expansion

mcdonalds-to-hire-375000-workers-as-it-prepares-for-major-us-expansion

The Ultimate Guide to Selling Franchises: How To Create a Strong Incentive

how-to-build-strong-incentives-to-attract-prospective-franchisees

How Car Sales Taught Buddy's Home Furnishings’ Mitchell Lee the Secrets of Franchise Development

how-car-sales-taught-buddys-home-furnishings-mitchell-lee-the-secrets-of-franchise-development

What You Need To Know About Low-Cost Franchise Opportunities

what-you-need-to-know-about-low-cost-franchise-opportunities

Sola Salons Franchisee Grows Salon Freedom Into a Multi-State Powerhouse 

sola-salons-franchisee-grows-salon-freedom-into-a-multi-state-powerhouse

Dan Yangas Brings Family Flooring Legacy Full Circle With Footprints Floors Franchise in Naperville 

Dan Yangas Brings Family Flooring Legacy Full Circle With Footprints Floors Franchise in Naperville, Illinois

dan-yangas-brings-family-flooring-legacy-full-circle-with-footprints-floors-franchise-in-naperville-illinois

Franchisee spotlight graphic with photo of Sean Phelan & Caring Transitions logo

From Tech to Transitions: Why This Caring Transitions Franchisee Left the Corporate World To Help Families Navigate Life’s Hardest Moves

sean-phelan-caring-transitions-franchise-austin

The Way You Handle Online Reviews Can Affect Your Franchise's Reputation

MORE STORIES LIKE THIS