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Do You Or Don't You?

Do You Or Don’t You … Track Your Online Reputation?

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[componentheading]Yes, I Do[/componentheading]

We’ve been keeping close track of what people are saying about us online since the 2009 SMART Jewelry Show after hearing Andy Malis talk. We have every website we can find bookmarked, and we check them all at least once or twice a month. — Robert Riley; Akers Diamond Galleria, Topeka, KS

Customers seem to be more relaxed in an online social forum and more willing to give honest opinions. — Colby Kicia; Buddy’s Jewelry, Fuquay-Varina, NC

We check Yelp reviews. Our customer service reviews bring in a large portion of our unsolicited new business. Free marketing … how can you not pay attention to postings? — Denise Oros; Linnea Jewelers, La Grange, IL

Online discussions are the way of the future. I take very seriously what is being said, and I respond to any negative comments to discuss with our clients. — Garry Zimmerman; Windy City Diamonds, Chicago, IL

I interact with the Yelp pages and Citysearch pages, complimenting good comments, and if there is a disgruntled customer, I try most times to ascertain what they are unhappy about and make a big public effort to make it right. — Milton Doolittle; Benold’s Jewelers, Austin, TX

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I look at my results pages from Facebook, LinkedIn and Twitter to see how many new people are following us, comments on our pages, likes etc. I also get a printout from my webmaster as to how many more people are following our e-commerce site, where they have been on our site, what they were looking at, etc. — Patty Gallun Hansen; Dorothy Gallun Fine Jewelry, Cedarburg, WI

I monitor my competitors so I know what goes online about them. — Shahraz Kassam; Shamin Jewellers, Burnaby, BC, Canada

[componentheading]No, I Don’t[/componentheading]

You know what they say in Hollywood? Any publicity is good publicity! Any service organization will get some people bad-mouthing them. Goes with the territory. Don’t complain … compete! — Lynn Stanley; Gemset of Saratoga, Saratoga Springs, NY

I do not have a website or a Facebook page … just not going there! — Pamela Hecht; Pamations, Calumet, MI

I would rather work with people one-on-one than reading their opinion about us. Opinions are like noses: Everyone has one. I believe people spend far too much time wondering what people are saying about them rather than talking direct and satisfying customers. — Alex Weil; Martin’s Jewelry, Manhattan Beach, CA

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Not computer literate yet. Mostly word of mouth tells it all. — Judy Stanley; Skippack Jewelers, East Greenville, PA

Why? What a waste of time. — Joe Donlon; Donlon’s Quality Time, Ventura, CA

[span class=note]This story is from the April 2011 edition of INSTORE[/span]

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