5 Steps Toward Building & Managing Your Online Reputation 1 Monitor Your Online Presence Your customers deﬁne your brand's reputation based on their experiences at your stations. Spend some time reading what they are saying and looking for common themes in their reviews. 2 Solicit Feedback Regularly You'll ﬁnd that many customers are willing to leave a review for your business if asked. Capture and enlist the voice of the customer to deliver star ratings and reviews on factors that are critical for hitting your business goals. 3 Respond to Customers (Especially the Unhappy Ones) Win back a dissatisﬁed customer with a courteous, personal response to a negative review. If possible, don't be afraid to go the extra mile and oﬀer a special incentive to get them back into your store. 4 Take Action Your job isn't done when you respond to customers online. Deliver on your promises to clean the dirty restroom, retrain the cashier or ﬁx the broken fuel pump. 5 Build Your Brand Around Good Reviews Are you consistently ﬁnding that your ratings and reviews reﬂect exceptional customer service? Use these positive reviews to inform your marketing strategies, and let those who aren't in the know about your station or store experience what they are missing.