How to repair your online reputation: 8 Steps multi-location businesses should take

First things first

Your online reputation isn’t just about what people say, it’s about what potential customers see first. If outdated listings, negative reviews, or bad press dominate the conversation, it can drive people away before they even give your business a chance. And when you’re managing multiple locations, a single issue can snowball fast. 

➡️But here’s the thing: your reputation isn’t set in stone. With the right approach, you can clean it up, rebuild trust, and make sure every location puts its best foot forward.

Before fixing anything, you need a clear picture of where you stand. 

1. Carry out an audit 

Before you can fix anything, you need to know exactly what you’re dealing with. That means taking a step back and assessing your online presence from every angle.Start with reviews and ratings. Check Google, Yelp, Facebook, and any industry-specific review sites where customers might be talking about you. Look for patterns in feedback. Are multiple locations getting the same complaints? Are certain issues popping up again and again? Spotting these trends will help you prioritize what needs to be addressed first.Next, monitor social media mentions seeing what people are saying about your brand in real-time. Customers often share their experiences good and bad on platforms like Twitter, Instagram, and Reddit. Tools like Brand24 or Mention can help you track mentions across the web, so you’re not relying on customers tagging you directly.Finally, Google your business, including each location’s name and see what comes up. Pay attention to negative articles, outdated listings, or anything that doesn’t align with your brand. If incorrect information or old content ranks high in search results, it’s time to update and optimize what customers are seeing first.This initial audit gives you a clear picture of your online reputation, so you can tackle the biggest problems head-on.

2. Maintain consistency in everything you do

When you’re managing multiple locations, consistency is everything. A scattered approach to reputation management can lead to mixed messages, missed complaints, and customers feeling ignored. Setting clear guidelines ensures every location is on the same page and represents your brand in the right way.Start by creating response guidelines for reviews, both positive and negative. Every location should know how to acknowledge feedback, handle complaints professionally, and de-escalate tense situations. A simple framework for responses helps maintain a professional, approachable tone across all platforms.⭐️While you’re putting together response guidelines, here are some review response templates that can come in handy. ➡️50 Google Review Reply Templates for Different IndustriesNext, train your local teams on how to engage with customers online. Whether it’s responding to a bad review, answering questions on social media, or handling direct messages, staff should be equipped to communicate effectively. Give them clear do’s and don’ts so they know when to respond when to escalate an issue, and when to take conversations offline.Here’s a beginner’s guide that you can share with them. Finally, monitor everything regularly. A centralized dashboard can help you track reviews, social media mentions, and reputation trends across all locations. This way, you can spot issues before they spiral, address complaints quickly, and keep your brand’s reputation in check, without having to micromanage every single location.

3. Fix and optimize your listings

Your business listings are often the first thing customers see when they search for you online. If the information is wrong or outdated, it creates frustration, hurts credibility, and can even cost you sales. Fixing and optimizing your listings ensures customers can find accurate details for each location, no matter where they’re looking.Start with consistent NAP (Name, Address, Phone Number) across all platforms. Google My Business, Yelp, Apple Maps, and industry-specific directories should all have the same details. Even small inconsistencies can confuse search engines and make it harder for customers to reach you.Next, update the business info for each location. Make sure hours, services, and any special details (like holiday schedules or parking info) are current. High-quality images also make a difference. Profiles with clear, well-lit photos tend to attract more engagement than those with outdated or generic images.Lastly, remove duplicate or incorrect listings to prevent confusion. If customers find conflicting addresses or phone numbers, they might just give up and go somewhere else. Plus, search engines prioritize accuracy, so cleaning up duplicate listings can help your local SEO.

4. Managing your customer reviews in the right way

The way you handle reviews, both the good and the bad, determines how customers perceive your brand.The first step? Ask for more reviews from happy customers. Whether it’s through email follow-ups, SMS reminders, or in-store signage, encouraging people to share their experiences helps build a steady stream of fresh, positive feedback. Just don’t force it, genuine reviews always work best.⭐️Here are some review request templates that can help. Next, respond quickly and professionally to all reviews. Thank customers for positive feedback, and if a review is negative, address the issue head-on without being defensive. A well-thought-out response can turn a frustrated customer into a loyal one, and show potential customers that you care.Make sure to highlight positive feedback across your website and social media. Great reviews build trust, and repurposing them into testimonials or posts helps reinforce a strong reputation.Handling negative reviews isn’t always a piece of cake, but you still need to get it done. Here are a few pointers that can help. 

• Understanding that this is not personal and has nothing to do with you. Bad reviews are strictly either about your product or service, so try not to take them personally. 
• Acknowledge the review within 24-48 hours to show you’re listening.
• Keep your response calm, polite, and solution-oriented, and never get defensive.
• Avoid generic responses; address the reviewer by name and reference their concern.
• Even if you disagree, acknowledge their frustration and suggest a way to fix the issue.
• Provide a contact email or phone number to resolve serious complaints privately.
• Identify recurring issues and make operational improvements.
• If you resolve the issue, ask the customer if they’d consider updating their review.

Negative reviews are inevitable, but how you handle them can turn things around. 

5. Stay active on social media

Social media is often the first place customers go when they have a question, complaint, or just want to engage with your brand. Ignoring it isn’t an option.Always engage with comments and messages, don’t leave people hanging. If someone asks a question or shares a concern, respond in a timely and professional way. Even a simple acknowledgment shows that you’re paying attention.Next, post consistently to keep your brand active and visible. Share relevant updates, customer success stories, and location-specific content to show you’re engaged with your community.Most importantly, have a crisis plan in place. If a PR issue pops up (negative press, a viral complaint, etc.), know how to respond before it escalates. Quick, transparent communication can prevent a bad situation from spiraling.If you’re new to the social game, here’s how you can create and plan your social media content to get the most out of it. 

6. Improve local SEO for each location

If customers can’t find you online, your reputation won’t matter. Local SEO helps ensure your business appears when people search for products or services in your area.Start by optimizing Google My Business profiles for each location. Fill out every section, add high-quality photos, and post updates regularly. Businesses that stay active on GMB tend to rank higher in local searches.Next, create localized content, and blog about community events, partnerships, or location-specific tips. This not only improves search rankings but also makes your brand feel more connected to the areas you serve.Finally, earn local backlinks by collaborating with area businesses, sponsoring local events, or getting featured in regional publications. 

7. Make use of reputation management tools

Keeping track of reviews, social mentions, and listings across multiple locations can be overwhelming. That’s where reputation management tools come in.Next, automate review requests to keep a steady flow of customer feedback coming in. Many tools allow you to send follow-up messages after purchase, making it easy for happy customers to leave a review.Finally, analyze customer sentiment with AI-driven tools that track review trends over time. If multiple locations keep getting the same complaint, you’ll know it’s time to address the root cause.

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8. Build a reputation-focused company culture

Your online reputation starts with the customer experience, and that begins with your employees. If staff members aren’t trained to deliver great service, no amount of online management will fix a bad reputation.Start by training employees on customer service so they know how to handle complaints, respond to feedback, and create positive interactions. Happy customers lead to good reviews, which makes managing your reputation much easier.Next, empower local teams to resolve issues on the spot. If a location manager can fix a complaint before it turns into a bad review, that’s a win. Give them the authority to make things right without needing corporate approval for every decision.Lastly, collect internal feedback from employees. Frontline staff often hear customer concerns before anyone else, so their insights can help you address small issues before they become bigger problems.Some key takeaways 

• Start by assessing your current reputation, and check reviews, social mentions, and search results. This gives you a clear idea of what needs fixing.
• For multiple locations, standardize responses, train staff on handling reviews, and use tools to monitor feedback across all sites.
• Ensure your business info is accurate and consistent, especially your Name, Address, and Phone Number (NAP), across all platforms.
• Encourage happy customers to leave reviews, respond to all reviews quickly, and highlight positive ones to build trust.
• Engage on social media by responding to comments and messages promptly. Post consistently and have a crisis plan ready.
• Optimize your Google My Business profile for each location and create localized content to boost visibility and reputation.
• Train your staff on excellent customer service, empower teams to resolve issues, and collect internal feedback regularly.
• Address negative reviews quickly, offer solutions, and push positive content to bury the negative.
• Reputation management is an ongoing task. Monitor reviews and trends, adjust your strategy, and stay proactive to keep your reputation strong.

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How to repair your online reputation: 8 Steps multi-location businesses should take - FAQs

1. What are the steps you take to manage your online reputation?

To manage your online reputation, regularly monitor reviews, social mentions, and search results to catch issues early. Respond to feedback quickly and consistently.

2. How do you build a good online reputation? 

Building a good online reputation starts with delivering great service, asking for reviews, and being active on social media to engage with customers.

3. How to fix a bad reputation in business?

Fixing a bad reputation involves responding to negative reviews professionally, resolving customer issues, and sharing positive stories to outweigh the negative.

4. How do I clean up my online reputation?

To clean up your online reputation, remove outdated or incorrect content, address complaints directly, and encourage happy customers to leave positive reviews.

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