Online Reputation Management

Over the past 24 months there has been a gigantic shift in how consumer behaviour.

Did you know 92% of people read online reviews before selecting a business or service?  

Statistics consistently show that reviews are the number one most influential factor.



What people are saying online has become a critical issue for all businesses.  It’s so important that it’s launched a new marketing discipline called “Online Reputation Management”.

A positive online reputation is an asset, while a negative reputation is very harmful.

•    What are customers saying about you online?
•    What is your online reputation rating/score?
•    Are there any negative reviews online about your business?
•    What to do to create an excellent online reputation?

We cannot completely control what people say about us online, but we can manage our online reputation and make it as positive as possible.  Encouraging happy customers  to leave us a positive review is extremely beneficial.



Google Reviews are the single most important online resource about your business.  Statistics consistently show that these Google Reviews are the #1 most influential factor when a person is making a buying decision.

If a person is given your name as a referral, chances are they’ll research you on Google first, before calling you for an appointment.

When a person searches for your business name on Google, they are instantly presented with an information card on the right side of the Google screen.  The focus of the information card is your Google Review ranking.
•    On a desktop computer the Information Card fills the top right corner.
•    On a mobile phone the Information Card fills the top of the screen.

The new reality for all businesses is that you need to manage your online reputation.  Make sure that when customers are online researching you, they get a POSITIVE message.  Let’s face it, these online reviews about you will either attract new patients, or send them to your competition.



1. Identify any customer or friend who has a Gmail email address.
2. Timing is important so impress them, care for them, give them massive value.
3. When you know the customer is feeling appreciative, ask if they're happy.
4. When they say YES, then ask them to do you a quick one minute favour.
   - Did you have a good experience today?
   - That’s so good to hear.
   - Your satisfaction is really important to us.
   - Would you mind doing us a quick one minute favour,
   - and type us a short Google review?"
5. When they say YES, thank them sincerely.
6. Make it easy and provide them with instructions on how to give you a 5 star review.
   - Create instructions that can be included in a handout or an email message.
   - If you want a copy of the instructions I provide, email me:

For the best results, the person who has the closest connection to the customer should ask them for the review.


A person who wants to do damage to your reputation will find few obstacles online.  It’s very easy to post a comment or review and tarnish your good name.  I get asked all the time “how do I get rid of negative content?”

Unfortunately you can’t remove a negative rating or comment from the Internet, because you did not create it.  But there is an effective way to deal with it.  You bury the odd negative comment or review under a mass of positive ones.

If you get a negative review, I think it’s best to respond in a positive way because other potential customers may read the negative review.  In your response to this review state that you are committed to customer satisfaction and encourage them to contact your office to discuss or resolve the matter.


Your online reputation is critical, because potential new customers will research for you on Google.  So start getting as many positive GOOGLE REVIEWS as you can.  Ask customers, friends and family to leave you a positive review.

To your success,
Luke Hayes







Small Changes Can Equal A Huge Boost


When you think big, you tend to overlook little changes that can lead to astounding results. I’ve found that the most powerful innovation happen incrementally…that is small changes add up to really BIG RESULTS. 

QUESTION:  What small change can you make in your business that could result in major growth?

Here are some easy to implement changes I've made that made a huge difference to my business:

-  Get up in the morning 30 minutes earlier.
-  Hire help.
-  Create some systems and a checklist that everyone has to follow.
-  Start promoting.
-  Offer staff more flexibility.
-  Pick a new niche to target.
-  Start calling existing clients to see what help we can offer them.
-  Make everyone stand during the staff meeting and cut it down from 1 hour to 15 minutes.

web design & strategy

Free Directories: Increase Your Web Popularity

Increase the traffic to your website and get more sales!!!

A simple strategy is to list your website with free online directories.  This can lead new visitors straight to your website and play a significant role in improving your search engine ranking.

Below are 25 Australian directories where you can list your site for free.  Make sure you use a free email address (Gmail, Live, Yahoo, Hotmail) to sign up to these free directories, so you don't cop a whole lot of spam in your primary email address.
  -  Click on "Post Ad"
  -  Click on "Add your business"
  -  Click on "Post an ad"
  -  Click on "Add Business"
  -  Click on "Post to classifieds"
  -  Click on "Add Your Business"
  -  Click on "Add a Free listing"
  -  Click on "Add URL to Directory"
  -  Select the category where you want to be listed
  -  Click “suggest URL” located on top navigation
- Click Get Started
- You will need to set up a Google Account
- Click on the button Advertise
- Click on the button Add Free Listing
- Add details of your business
- Choose Advertising Plan (Free Listing)
- Categorise your business
- Add Tags
- Add Service Hours
- Click Login Now on top right of the page
- Click Submit Listing
- Fill details to create an account
- Confirm email address
- Login to your account
- Click Add Listing and fill in your business details
- Click Click Here To Register Now
- Fill details to create an account
- Confirm email address
- Login to your account
- Click Add New Business Listing on the left side of the page
- Choose Advertising Plan (Free Listing)
- Fill up the form with your business details
- Click Submit (Note: After your listing has been submitted a representative will contact you to confirm your details.)
- Click Add Your Business Free on top right of the page
- Fill details
- Confirm your email
- The team will review your listing before it's being published on their site
- Click bottom right corner:  Place Your Page Now
- Fill in the form with your and your business details
- Confirm your email address
- Click Submit Link on the left of the page
- Choose Regular Listing and fill in the form details
- The team will review your listing before it's being published on their site
- Click Start Listing Setup
- Fill in the details
- Click Activate Listing
- Confirm your email address
- Fill in the details
- Submit your listing
- Pick your city
- On the top navigation click on the link:  FIND IT LOCAL
- Then click on the sub navigation link:   BUSINESS
- The click on the link:  ADD BUSINESS
- Click on the button: Advertise with us
- Choose FREE at the bottom of the page
- Fill in the details
- Click on the button:  Business Directory
- Then click on the button:  List your Business
- Choose Free
- Fill in the details
- Click on the button:  POST A FREE AD
- Login / Register
- Fill in the details of you and your business
- Confirm your email
- Choose your state
- Scroll to the bottom click on:  Add New listing
- Fill in the details of you and your business
- The team will review your listing before it's being published on their site


Web Marketing Strategy

Writing Staff Profiles - Meet Our Team

There are many benefits to having staff profiles on your website:

  • Show the skill expertise and credentials of your team to customers
  • Presents the human side of your business with a real human face. Customers are more friendly and less sterile and hostile to a person if they can see they have a face.
  • Allows your customers to make a more personal connection with staff
  • Helps make your staff feel valued and more connected to your business

Get each staff person to write their own profile:

  • Must be written in the third person like a short biography
  • Provide a list of questions to help staff write their profile
  • Set a maximum word limit for each staff persons profile
    It's best if the profiles are similar in length.
  • Give staff time to think about, research and write a great profile

Provide your staff with a list of questions to consider when they’re writing their profile.  Typical questions may include:

  • When did you join the company?
  • What’s your day-to-day role?
  • What is your passion relating to your career and current role?
  • What credentials and skills do you have related to your career?
  • Is there something about your personal life you’d like to include: 
    e.g. how do you relax when you’re not at work, hobbies, kids, loves to travel, loves pets, etc.

Include a professional photo of each staff member:

  • If your staff already have professional photos you can use those.
  • Consider getting a photographer in for a few hundred dollars to take professional profile shots. If you use a professional, make sure you take the opportunity to get a group shot, recption shot, building, action shots with staff working.
  • Decide on a theme for your staff photos. So the photos all have a unified look, decide up front what you want to convey; natural, relaxed, happy, fun, professional, confident, experienced, quirky, creative, etc.


To your website success,
Web Marketing Strategy

Best Selling Author of Website Masterplan



Worst Technology Predictions of All Time

Predicting the future is easy … getting it right is the hard part.

'Everyone's always asking me when Apple will launch a mobile phone. My answer is, "Never"'.
By:  David Pogue, The New York Times, 2006.  NOTE:  The iPhone came out in 2007.

‘Y2K computer systems around the world will crash and burn.’

'The Internet won’t go anywhere… it’s just a trendy and oversold community'
By:  Clifford Stoll, Newsweek journalist, 1995.

'Television won't be able to hold on to any market it captures after the first six months. People will soon get tired of staring at a plywood box'
By:  20th Century Fox executive Darryl Zanuck, 1946.

'There is… no chance… space satellites will be used to provide better telephone… television or radio service'
By:  Tam Craven, Federal Communications Commissioner, 1961.

‘Remote shopping online, while entirely feasible, it will flop.’
By:  Time Magazine. 1966

'Nuclear-powered vacuum cleaners will probably be a reality within 10 years.'
By:  Alex Lewyt, president of Lewyt vacuum company, 1955.

‘The Americans have a need of the telephone, but we do not.  We have plenty of messenger boys.’
By:  William Preece, British Post Office. 1876

How To Create Your Own Images For Facebook

Using interesting and attention grabbing images when you post on Facebook is critical.  Using visual content is the key to getting people to take notice.

However, not everyone has the budget or the skills to invest in software like Adobe Photoshop.

The good news is you don’t have to be a graphic designer to create great images and there are lots of free online tools that you can use.

Add text on an image


Photo editing


Screen Capture

If you are wondering what the best size is for image on Facebook:
  • Facebook Image displayed on user news-feed dimensions are 472 x 394px.
  • 16.65cm wide X high if the image is 72 dpi which is standard for the web
  • Any larger images will be cropped or scaled down.

To your web success,
Web Marketing Strategy

Best Selling Author of Website Masterplan


The Most Important Word In Online Marketing - TRUST

As business professionals we always talk about building trust with our clients.  But what about the service you provide online?

When a person arrives on your website they have to TRUST you before they’ll consider doing business with you.  Everyone knows that buying online comes with certain risks.

When the visitor to your site trusts you they feel confident that they’ll be treated right, with respect and care.  They

  1. Honesty - always telling the truth.  Consumers are excellent at detecting bull-shit and exaggeration.
  2. Integrity - walking your talk (having alignment between your words and actions)
  3. Respect for Self and Others - always talking to and dealing with others as equals and never as if they were lesser than or greater than you.
  4. Openness – provide full disclosure up front.  Also understanding your customers viewpoint, challenges and needs.
  5. Reliability - being consistent in your behaviour or in your way of being or acting; being someone others can depend on in fulfilling commitments
  6. Competency - demonstrating your knowledge and expertise regarding your products and services, and how they solve problems for your customers.  Where possible demonstrate your ability to get to what is most important to the other person.

These 6 factors are requirements for TRUST.

To your web design success,
Web Marketing Strategy

Best Selling Author of Website Masterplan


New Year's Business Resolutions

Cheers to a new year and another chance to get it right... and YES you're right "time flies".  The good news is that you're the pilot.

46% of Australian's make new year's resolutions.  They learn from yesterday and plant new year's seeds for a year of growth and success. 

1. This year I will start my own business
2. This year I will learn something new
3. This year I will get organised

Write your resolutions down
Create a plan to achieve your resolution
Commit to succeeding and following the plan
Tell people about your intentions so you are committed
Read your resolutions every day for the month of January

To your happiness and success,
Web Marketing Strategy

Best Selling Author of Website Masterplan

8 Ways to Sell More this Christmas

Capture the busy Christmas buying rush!  

Australian's will spend more money this month than at any other time during the year.

To make sure Santa delivers you as many customers as possible this December, here are some simple, critical strategies:

  1. Get clear on who you are targeting.  Are they existing customers or new customers?
  2. What big specials can you offer?  It has to be incredible value so you grab attention.  Consider a loss leader (a product sold at a low price (at cost or below cost) to stimulate other profitable sales.)
  3. Remember most of the buying is for gifts, so how can you package up your products or services as gift items?  Can you offer complimentary gift wrapping?
  4. People are buying gifts for others, but they still want to treat themselves.  Can you offer a two for one?
  5. If you have a shop front, integrate it with your online business.  For example have a sign in the shop window that says:  All online orders FREE Shipping and Delivered within 48 Hours.  For example have signage for passing traffic that clearly presents your web address.
  6. Chances are your ideal customers are using Facebook.  So reach them with a truly AMAZING offer, almost to good to be true, even if it is at a small loss to you (loss-leader) to get customers on your website or in your store. 
  7. Do you have a email list, or your past customers email addresses?  If yes, Christmas time is an ideal opportunity to make them a special offer.
  8. The closer we get to Christmas, the more motivated customers are to buy.  Can you offer gift vouchers, gift wrapped products, gift baskets or bundles, or last-minute special offers?

We can help you get your email newsletters, special offers, Website updated, Facebook page designed... ready to maximise your profits this Christmas.

Wishing you a very busy Christmas.  Contact us today to get started now.

To your web success,
Web Marketing Strategy

Best Selling Author of Website Masterplan


Christmas Discounts

As Christmas 2013 rolls around, it’s worth asking, should we discount or not?

A discount is a reduction to the standard price.  Discounting can work either for or against your business.

Before you start applying discounts, consider your reasons for using the tactic. Using discounting as a Christmas seasonal tactic is fine, using it as a survival tactic is the beginning of the end.

It’s true that you need to compete and at Christmas time all businesses, including your competitors will be more aggressive with their marketing.  So it’s harder for you to get your share of potential customer’s attention and wallet.

Discounting (big special offers) is one way to get attention.  There are other opportunities like value adding without dropping your price.  Value Adding is a ‘win-win’ if your added value is low cost to you and of high value to your customers.

Here are some VALUE ADD examples:
free gift wrapping… free gift with purchase... free setup… life time warranty… free shipping… 100% money back guarantee… free consultation... free membership... free samples...

You need to stand out from the crowd.  The word SALE is not an attention grabber anymore because every second shop window, website, email, advert says “SALE”.

Discounting as a reward/appreciation for loyal customers is a great tactic and works well… 20% off for existing customers.

Discounting as a way to clear old stock works well, brings in new customers, makes room for new inventory.  A clearance sale is typically for a limited time and the discount is unusually high, priced to clear.

Providing a discount for referrals works well.  Incentivising your existing customers to refer new customers to you is an excellent business tactic that not only gets your existing customer back, but grows your business with new customers.

Last but not least, remember not to offer more than your business can sustain.  Extra sales at Christmas are not worth going broke over.

Best wishes for your Christmas marketing and success,

Web Marketing Strategy

Best Selling Author of Website Masterplan

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