Top 5 Reputation Mistakes Businesses Make (and How to Fix Them)
From In-House Brand Lab
In today’s digital world, your online reputation isn’t just part of your brand, it is your brand. With over 90% of consumers reading reviews before deciding where to spend their money, even one neglected profile or unanswered review can steer business elsewhere. Whether you're a restaurant, service provider, retail shop, or venue, managing your reputation isn’t optional anymore, it's essential.
Here are the top five mistakes we see businesses make with their online reputation, and what you can do to fix them starting today.
Mistake #1: Ignoring or Delaying Responses to Reviews
One of the most common (and costly) mistakes is letting reviews, especially negative ones, sit unanswered. It sends the message that the business doesn’t care, or worse, has something to hide.
Fix It:
Respond to every review promptly. Thank your happy customers and thoughtfully acknowledge concerns. Even if the complaint is unfounded, a calm, professional reply shows future customers that you’re responsive and reasonable. It’s not about pleasing everyone, it’s about showing up.
Mistake #2: Relying on Reviews to Happen Naturally
Waiting around for customers to leave reviews on their own rarely works. Most satisfied customers simply move on unless they’re asked directly.
Fix It:
Create a system to actively request reviews, via email, text, receipts, or in-person. Make it easy by linking directly to your Google or Yelp page. The more you ask, the more consistent your reputation will be.
Mistake #3: Only Focusing on One Platform
Too many businesses concentrate solely on Google, forgetting Yelp, Facebook, TripAdvisor, or industry-specific sites like OpenTable or Nextdoor.
Fix It:
Monitor and update all key platforms where your audience might be. A well-rounded review presence improves SEO and makes your business look established and trusted, especially for new customers doing comparison shopping.
Mistake #4: Overreacting to Negative Feedback
It’s easy to get defensive or emotional when someone leaves an unfair review. But emotional responses rarely help and can often do more harm than the review itself.
Fix It:
Approach every review, especially critical ones, with professionalism. Acknowledge the experience, take responsibility where it’s valid, and explain what you’re doing to improve. Future customers care more about how you respond than what was said.
Mistake #5: Failing to Showcase Positive Reviews
Even if you’ve earned great feedback, it won’t do much good if no one sees it. Many businesses forget to promote the positive words they’ve earned.
Fix It:
Highlight top reviews on your website, in social media posts, in-store signage, or marketing materials. Let your happy customers become your loudest advocates.
Online reputation isn’t something you set and forget. It requires consistency, care, and a clear strategy. But with a few small shifts in how you engage with reviews and feedback, you can build lasting credibility and stand out in any market.
Need help taking control of your reputation and turning it into a marketing asset? Contact us today, we specialize in reputation strategy, review management, and visibility growth for small businesses who want to be seen and trusted.
📍 www.inhousebrandlab.com
InHouse Brand Lab – Smart marketing for brands that care about being found.