Episode 05: Reputation Management | Self Storage Lab

January 10, 2023
4 minutes

Listen to it on your favorite app!

Welcome to the Self Storage Lab — where we deconstruct how operators are adapting to today’s technology-driven landscape and how it might impact your business.

In today’s business landscape, your online presence and reputation is mission critical to helping you stand out in the sea of competitors. Reviews are one such way to stand out. If you give an unparalleled customer experience, your customer’s won’t keep it a secret. They will share it! Reviews are a Transfer of Trust, the Modern Referral mechanism.

Your brand is your business. And your online reputation is a huge part of your brand.

We explore:

  • What is Reputation Management and why does it matter?
  • The value of a reputation management strategy
  • Examples of brands doing it right
  • Innovative ways to Collect Reviews
  • Choosing the right platform to manage your reputation

Mentioned in this episode:

Nerdy Numbers Corner - Why Does It Matter?

  • Defining Reputation Management
  • Mason and Rodolfo relay some of the numbers they found researching Reputation Management.

Reviews IRL

  • Amazon and Yelp reliance on reviews
  • Wirecutter buying advice
  • Twitter verification
  • Google Maps orders Rodolfo’s dinner

Brands to live by

  • Apple and Nike - High Quality and Aspirational
  • Southwest - Loyalty and Freedom
  • Costco - Quality and Affordability
  • Disney - Feel Good Stories
  • Subaru - AWD and Mountains

Self Storage Operators build their reputation

  • Google is King
  • Getting involved in your community
  • Brand trust is the long term investment

How To: Reputation Management 101

  • WHY? Reviews lead to more sales
  • Pillars of Reputation Management
  • Build
  • Maintain
  • Recover
  • Using sentiment throughout the customer journey to optimize for positive reviews
  • Gold Standard: Net Promoter Scoring
  • Turning detractors into promoters: Acknowledge, Align, Assure
  • Incentives and strategy for more reviews

Put that review to work

  • Social Proof and the Trust Economy
  • Just Reply!
  • Showcase them on your website
  • Turn that frown upside down. Handling negative reviews
  • Review gating discussion

Decision Time

  • Google My Business
  • Does it integrate?
  • Does it support multiple locations?
  • Can I manage my listings?
  • Insights and Analytics offerings?
  • Other features to make the job easier?

Links to check out

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Apple Podcasts · Spotify · Google Podcasts · Amazon Music · Anchor · Pocket Casts

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