This article will show you how to make Online Reputation work for your business.
First Steps!
First, you will need to set up your Reviews. Once this is done, you can begin setting up your Online Reputation.
In this Article
What is Online Reputation?
Online Reputation is a dashboard in the Marketing section of Phorest that pulls your Google and Facebook reviews into one place.
It is also connected to your current Reviews messaging in Phorest. When a client's review rating meets your set Online Reputation Auto Boost threshold, they will be asked to share that review on Google or Facebook. Reviews with ratings below your threshold won’t get this prompt, giving you a chance to handle any issues before they are shared publicly.
You can also respond to Google and Facebook reviews directly from Phorest.
Note: Online Reputation is managed through Phorest on your desktop computer and is unavailable in PhorestGo.
Connecting Your Accounts
The first step is to connect your Google/Facebook account(s).
Go Marketing > Online Reputation.
Next, connect your account(s) by clicking Connect.
Once your account(s) are connected, your recent online reviews will automatically appear in Online Reputation, and you'll be given an Online Reputation score based on your reviews.
You don't need to connect both Facebook and Google for Online Reputation to work. You only need to connect at least one.
You'll need to sign in to the Facebook account associated with your business account, as well as your Google Business account.
How to set up a Google Business Account
Meta Business Suite Permissions Required
When connecting to Facebook, it is essential to use a profile that has the correct access permissions within your Meta Business Suite.
The user profile must have access to the Content and Community activity permissions.
Click here for more information on updating permissions in Meta Business Suite.
How Does it Work?
By default, once your account is connected, your clients will be automatically prompted to share their 4- or 5-star reviews on Google or Facebook.
You can adjust this rating threshold and the message template sent by clicking Auto Boost Reviews.
First, your client will be asked to leave a review through the regular Reviews Email/SMS prompt.
After clicking Submit Review, they will be immediately prompted to share their review on Google or Facebook (provided the review meets your Auto Boost settings).
The client's review will be automatically copied for them, and they will need to click Paste or rewrite it if they prefer.
Online Reputation will only prompt clients to share a review on one channel. The channel priority order is Google, then Facebook. For example, if you have both your Google & Facebook accounts connected, Online Reputation will prompt clients to share their reviews on Google. To prompt for Facebook, you must disconnect Google by clicking the settings button (cogwheel icon) next to Email Clients.
Any reviews you receive, including those left outside of Phorest, will be automatically displayed on your Online Reputation dashboard.
You are encouraged to respond by pressing Respond on the review. Try to respond to the negative reviews as well, as this shows that you are open to growth in areas where clients were unhappy. Based on where the review was posted, you will see the response. For example, if the review was posted on Google, you would see your response come from your Google account.
Automatic Review Posting
Why don't my reviews automatically go to Google or Facebook?
Google and Facebook don’t allow businesses to post reviews on a client’s behalf—reviews must be submitted directly by the client through their own accounts. This is what makes them so credible and valuable.
When a client leaves a 4- or 5-star review on Phorest (depending on your settings), they’re automatically prompted to copy their review and are redirected to your Google or Facebook review page. From there, they can easily paste the review, select their star rating, and submit it. Clients are happy to do this because they’ve just had a positive experience.
Targeting Past Clients Who Left Reviews
Can I target past clients who left a 5-star Phorest review?
Yes, you can do this by clicking Email Clients within Online Reputation. You likely won't use this feature often, as the auto-boosting will reach most of your clients. However, it is a great way to target past clients who have left 5-star reviews. You can also use it if the salon feels they haven’t received a review in quite a while or received a negative review on one of these platforms.
To send this email, click Email Clients -> Choose the template you want to use in the Email Template dropdown. The settings automatically target clients who have left at least 2 5-star reviews in the last 3 months. Change the 2 to a 1 to increase the client base and go back to 4 or 5 months. Click Send to send the email.
It is not currently possible to edit these templates.
Responding to a Review
After a client has left a review, you can click the Respond button to reply to it. The reply will automatically be posted to the page where the review was left.
You can only respond to a review once with your Phorest system. If you wish to continue replying to the client, you can respond via your Facebook or Google page.
To learn about more areas like this in your Phorest system, enroll in our Online Reputation Manager - Get More 5-Star Reviews course in Phorest Academy - online, on-demand, and on-the-go learning for busy salon professionals.