By: Tim Laanstra

In a city as dynamic as Atlanta, where businesses are constantly competing for attention and customers, the power of online reviews has never been more influential. Whether you’re running a local restaurant, a tech startup, or a retail store, the way your business is perceived online can make or break its success. According to Tim Laanstra, CEO of Resulty, managing online reviews is one of the critical aspects of maintaining a strong digital reputation.

“Reviews are a double-edged sword,” Laanstra explains. “Positive reviews can boost your credibility and attract more customers, while negative ones, if not handled properly, can damage your reputation and turn potential clients away.” In a city like Atlanta, where competition is fierce across industries, businesses need to be proactive about managing their reviews and reputation. Here’s how reviews impact Atlanta businesses and what you can do to manage them effectively.

The Power of Reviews in Atlanta

Online reviews have become a cornerstone of consumer decision-making. Studies show that the vast majority of people read online reviews before making a purchase or visiting a business. For Atlanta-based businesses, this means that a single review—whether good or bad—can have a direct impact on your foot traffic, sales, and overall brand perception. “When people search for a restaurant, a service, or a product, they are likely to trust the experiences of previous customers more than marketing messages,” says Laanstra.

This means that a business’s online reputation is shaped not just by what they say about themselves, but by what others say about them. Positive reviews can amplify your success, positioning your brand as trustworthy and reliable. On the flip side, negative reviews—especially if they go unaddressed—can erode customer trust and harm your brand’s credibility.

Managing Negative Reviews: Don’t Ignore Them

For Atlanta businesses, receiving negative reviews is inevitable. Whether it’s a one-time service mishap or a misunderstanding, negative feedback can happen to even the best-run companies. What’s important, according to Laanstra, is how you respond. “One of the biggest mistakes businesses make is ignoring negative reviews. It’s not enough to just hope they go away. Addressing concerns openly and professionally shows potential customers that you care about their experience.”

When a negative review is posted, responding quickly is crucial. Laanstra advises that businesses should approach the situation with empathy, acknowledging the customer’s frustration and offering a solution where possible. “It’s not just about fixing the issue with that specific customer; it’s about showing everyone else who reads the review that your business is responsive and dedicated to customer satisfaction.” A well-handled response can even turn a negative experience into a positive one, demonstrating your commitment to improving and making amends.

The Role of Positive Reviews: Building Credibility

While managing negative reviews is important, it’s just as essential to leverage positive feedback. Positive reviews not only enhance your brand’s image but also serve as powerful marketing tools. “Businesses in Atlanta can build credibility by encouraging satisfied customers to leave reviews,” Laanstra notes. “If you’ve delivered great service or a memorable experience, don’t be afraid to ask your customers to share their thoughts online.”

Positive reviews create a ripple effect, attracting more customers and encouraging those who are undecided to trust your business. According to Laanstra, having a steady flow of positive reviews across platforms like Google, Yelp, and industry-specific sites can give your brand a competitive edge, especially in a city like Atlanta, where consumers have many choices.

Monitoring Your Digital Reputation

Managing reviews is not just about responding to the occasional negative feedback—it requires ongoing vigilance. Businesses need to consistently monitor their online presence to ensure that they are aware of what customers are saying. Laanstra emphasizes the importance of reputation management tools and services, which can help Atlanta businesses track their online reviews across multiple platforms. “Having a tool or service that notifies you when new reviews are posted allows you to stay ahead of potential issues and respond promptly,” Laanstra explains.

For businesses that lack the time or resources to handle this themselves, working with a PR firm like Resulty can make all the difference. Resulty specializes in managing digital reputations, helping businesses not only monitor reviews but also craft thoughtful responses that reflect their brand’s values. “Staying on top of your digital reputation is crucial for long-term success,” Laanstra advises. “It’s not something you can afford to ignore.”

Cultivating a Review Strategy

Having a review strategy in place can help businesses proactively manage their online reputation. This might include encouraging customers to leave reviews after a positive experience, regularly responding to feedback, and creating opportunities for satisfied clients to share their thoughts on review platforms.

Laanstra encourages Atlanta businesses to view reviews as a continuous feedback loop. “Whether positive or negative, reviews give you insight into what’s working and where there’s room for improvement,” he says. “By actively engaging with your customers and listening to their feedback, you’re not only protecting your brand but also strengthening it.”

In a city as fast-paced and competitive as Atlanta, managing your digital reputation is essential. By paying close attention to online reviews and responding with care, Atlanta businesses can build trust, improve customer satisfaction, and gain a significant advantage in the marketplace. Through Resulty’s strategic approach to PR and reputation management, businesses can turn reviews into powerful tools for growth and success.

Published by: Holy Minoza