Five Tips for Managing Online Business Reviews

When it comes to consumer decisions online, credibility is everything. Multiple surveys show that most people trust online reviews as much as personal recommendations.

With social media and online review sites, it’s easy for consumers to post comments whether they are positive or negative. Learn how to embrace and even leverage reviews on Facebook, Google, TripAdvisor, Yelp and My PADI Club to grow your business.

Here are five tips to guide you in managing your business’s reputation online.

1. Create your own positive presence. Customers are going to look you up online, so make sure they find what you want them to know.

  • Promote your business via your website, blog and social media sites, and put effort into creating relevant and informational content about what you offer.
  • Write short bios about yourself, your company story, what your business does, and include great photos or video.
  • Claim free business listings on appropriate online directories and social media networks. There is no cost and you control the company description and general information to present your business in the best light.
  • Pro-actively ask customers for positive reviews. This is an essential part of any online reputation management strategy. Often, people won’t think to post a review, but will be more than happy to when asked. Having positive reviews on your website is a great way to generate quality content.
  • Positive and optimized content can show up higher than the negative comments on search engine results pages. If you have a dominant number of positive reviews, your chances of losing a potential customer from the few critical comments is much less.

2. Be active on social media. If you have social media profiles, you need to update content regularly.

  • Because your profiles are a reflection of your business, you want to ensure they are current and energized.
  • Always remember that social media is a public forum. Never post images or comments you don’t want the whole world to see.

3. Listen to what others are saying. People are going to talk, so you need to stay on top of what is being said about your business.

  • Reviews or comments don’t go away. You need to take control of what is being said, whether it’s good or bad.
  • View your Twitter, Facebook, LinkedIn, and Google+ pages and accounts “as public” or “as Page Visitor” so you can see what they look like when someone stumbles upon them
  • Set up a Google Alert on your business name, or use another online reputation management tool. This allows you to track any mention of your business and see overall reactions to your brand online.
  • Add a feedback form to your website or send customer satisfaction surveys to your customers to hear their thoughts and sentiments directly.

4. Be proactive, not reactive. Negative comments can be addressed in a way that shows potential customers that you care about your consumers.

  • Some public relations professionals advise not to respond publicly in some cases, because your response has the risk of fueling more negative comments. On the flip-side, there are also strong advocates of replying and using the situation to create a positive outcome. Carefully consider the potential upsides and downsides of responding to a negative post before deciding.
  • Definitely don’t respond if you’re going to be aggressive, and never accuse a reviewer of being fake. Take time to calm down before responding.
  • A good guide is to address concerns in a timely manner and actively try to remedy the situation.

5. Respond professionally. Responding to negative comments in a professional and positive manner can actually result in an overall positive experience and outcome.

  • Even if you don’t change the negative reviewer’s perspective, a well-crafted response shows others that you care and you want to create positive experiences.
  • If you do choose to respond to negative or critical comments, follow these guidelines:
    • Acknowledge the issue or complaint by thanking the person for sharing the concern.
    • Empathize with the person and explain that you understand the concern.
    • Ask what you can do to fix the problem.
    • Explain the steps that your business takes to provide the best customer experience possible.
    • Share the steps you are going to take to follow up or look into the matter.
    • Offer some incentive for giving your business a second chance.

Businesses are more vulnerable to online attacks on their reputation than ever before. Taking proactive actions to optimise positive reviews and manage negative ones will help you minimise this vulnerability.

For more information about best business practices, marketing and customer service, plan to attend a 2018 PADI Business Academy in your area.

PADI Pros Facebook Pages New Global Structure

The PADI Pros Facebook Pages are important platforms for PADI to communicate important news, updates and tips relating to PADI and the industry specific to your region.

These Facebook Pages will soon be merging into a new global page structure.

What does this mean for me?

You will most likely not notice any difference; however, you will be defaulted to the regional page based on the country where you live. You will have the option to switch regional pages by selecting a different country.

How do I switch regional pages?

  • Hover over ‘More’ below the Page’s cover photo.
  • Select Switch Region.
  • Select the country you want as your default for the Page.
  • Click Save Preference.

Example from facebook.com/PADIProsNorthAmericaCaribbean

padi-pros-global-screenshotpadi-pros-global-screenshot-2

What will the global page structure look like?

There will be a new global PADI Pros Facebook page and then the same regional pages that you have already been following.

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What PADI Pros Facebook pages are currently available?

PADI Pros
PADI Pros Africa
PADI Pros East Asia
PADI Pros Europe
PADI Pros Japan
PADI Pros Latin America
PADI Pros Middle East
PADI Pros North America & Caribbean
PADI Pros Oceania
PADI Pros South East Asia
PADI Pros South Korea

We strongly encourage you to visit and ‘Like’ the PADI Pros Facebook Page relative to your region.

If you have any questions about this transition, please contact PADI’s social media team at socialmedia@padi.com.

New My PADI Club™ Offers More for PADI Members

My PADI Club is a brand-new portal to an underwater world of exploration and adventure! It delivers the information potential divers need to start their adventure and certified divers want to continue diving. My PADI Club offers tools and a community of like-minded divers to make it easier for people to explore, learn, and share their passion for diving.

A digital platform accessible from any device, My PADI Club lets divers of all levels log unlimited dives and share their adventures. It helps divers connect, find new buddies, and become part of the largest dive community in the world. They can plan their next underwater exploration with ratings and reviews of dive sites and dive shops from experts and fellow divers.

A My PADI Club Premium Membership also offers savings on PADI eLearning® for divers working towards their next certification. If divers need a refresher, they can save on PADI ReActivate® to keep their skills up-to-date. Divers also get savings on the best diving brands.

For PADI® Members, My PADI Club attracts and retains more divers while increasing sales. It encourages people to go diving, continue their dive education and save on equipment purchases – with them. It offers a new revenue-generating stream to all PADI Dive Center, Resort and individual members:

Grow Your Business –  Use diver savings on PADI courses and top gear as incentives to increase sales and certifications with Premium Club Members.

Advertising for Your Business –  Promote your business directly to potential customers by updating your profile with info and services.

Earn with Every Diver You Enroll –  PADI Dive Centers, Resorts, and Pros will earn commissions on registered Premium Club Members.

 Stronger Customer Relationships –  Leverage Club tools to search and connect with customers to notify them of events and promotions.

My PADI Club is a new way for divers to connect with dive centers, resorts, instructors and dive buddies. It is backed by research conducted by one of the world’s most respected independent research firms and specifically addresses barriers to new diver enrollment and key reasons why divers become inactive. It’s shaped by the customer’s voice to deliver exactly what they are asking for.Padi_Logo_Color.png

New PADI Divemaster Promotional Video Available

We are excited to announce a brand new video for the PADI Divemaster course on the PADI YouTube Channel. The video focuses on inspiring new and existing divers to take the next step and Go PRO.

Here are a few ideas on how you can use this great new video to help drive your business:

  • Share the video across your website and social media channels to inspire existing customers and even their non-diving friends to choose the PADI Professional lifestyle.
  • Play the video on-screen in your store to attract the attention of visitors to your shop who might be thinking of their next steps in diving.
  • Show the video as part of a final presentation at the end of the PADI Rescue Diver course to inspire your new Rescue Divers to  continue their adventures with you.
  • Include the video in an email newsletter targeted at your existing Rescue Divers along with a limited edition promotional offer to encourage course bookings.

Should you have any questions or need assistance on utilising this video, or other PADI marketing material, please contact your PADI Regional Manager.

PADI YouTube Videos Exceed 1 Million Views

The PADI Go Dive, Keep Diving & Go Pro videos have now reached over a million views on the PADI YouTube channel!

Continuing in popularity, these videos demonstrate the opportunities and experiences available for scuba divers, from a recreational to professional level.

View these videos and utilise for your own content purposes via the below.

PADI Go Dive

PADI Keep Diving

PADI Go Pro

For further information on these videos or how to get the most out of them, feel free to contact your PADI Regional Manager for assistance.

You can also access these from the Marketing Toolbox on the PADI Pros Site.

ScubaEarth hits 150,000+ Users & the eTraining Logbook Released

As ScubaEarth hits another milestone, reaching over 150,000+ users, now is a great time to ensure that your Dive Shop and Instructors have a presence on this premier dive platform.

Since the launch of PADI’s range of Open Water Digital Certification Pak’s, Open Water Students now have the opportunity to log their training dives online, via ScubaEarth. No more signing wet logbooks, use your digital signature to approve all the required dives to certify your students!

How to Approve your students eTraining Dives?

Once a student has logged their training dive via ScubaEarth they will see the following ‘Pending Approval’ next to their dive.

etraining log

As the Instructor, you will now receive an email asking you to approve the dive.

etraining log

Click through to the PADI Pros Site and enter your Single Sign On.  Follow the instructions through to the Online Processing Centre, where you will be able to select the eTraining Dive Log.

etraining log

From here you can view the list of students and their dives that are pending approval.

etraining log

Once you select and approve the appropriate dives these will process and become available in ScubaEarth for the student to view. The Student will receive an email to notify them of the approval.

etraining log

The status in ScubaEarth for the student will then change from ‘Pending Approval’ to ‘Approved’.

etraining log

Revised PADI Open Water Diver Course Skills – Member Videos

A range of PADI Members were BETA testers in 2014 for the revised PADI Open Water Diver program. Below are some of their suggestions on a range of different skills.

The hints and tips presented in the video are not the only acceptable techniques to meet the performance requirements – they are merely suggestions. Please reference your PADI Instructor Manual for the specific skill standards and the PADI’s Guide to Teaching for additional suggestions and techniques. You can also contact your PADI Regional Headquarters’ Training Department if you have questions.