Online reviews and reputation management go hand-in-hand. With the speed at which information can be published online, you need to know not only what someone said and why they said it, but when they said it as well. Whether someone bought a consumer product, airline ticket, or rented out a hotel room, chances are they said something online on their social media pages, or a review site detailing the experience they had. If you run a business or are a leader in a business’s PR department, you can’t ignore what people are saying about you because other people will listen to them as well.
Before someone else buys something or books their stay somewhere, they want to know what to expect when they do so. As much marketing and promoting as you do with your services, people generally tend to trust what their peers are saying about your company more so than you. And that’s even more so the case if one of their friends wrote a review of a company on social media, influencing a lot of people’s decisions on whether or not they will do business with a certain company. So it’s up to you to be aware of what people are saying, and to address both praises and complaints.
The best way to uphold your reputation or that of your company’s, is to not get upset over bad reviews but practice proper crisis communication. When you attack the complainant, it’s only going to soil your brand even more in the public eye. Instead, what you need to do is find out why they’ve made a complaint, and privately message them assuring them that you’re going to look into their complaint. Sometimes as a company grows and compartmentalizes, it’s harder to oversee various departments, employees, or branch offices. Sometimes you need to take stock of each section of your company, and it may not mean you have to go in like CBS’s show “Undercover Boss” to find out what’s going on, but you may need to investigate incidents, and make sure everyone is doing their job properly and treating customers well.
Sometimes online reputation management deals not only with legitimate customer complaints, but with false accusations. Sometimes employees that have been fired, even for good reason still want to bring the company down that did that to them. Other times, competitors might use black hat methods to get false reviews or slanderous websites up, and all to try and wipe out your business. So whether it’s legitimate or false attacks on your online reputation, there are things you can do to resolve the issues.
It’s important to get your online reputation back up to good standing because the customers with whom you’ve built good relationships with depend on it. Bad reviews or press about your company might make them consider leaving your business out of fear for their safety, or fear that your company might shut down. It’s important to let them know when a situation arises that you will continue business as usual, and will not waver from your customer service commitments.
It’s also important to keep your online reputation in good standing because search engines like Google and Bing can drop you in their search rankings, or fill the top of them with bad press about you. When that happens, you may want to hire a company that specializes in reputation repair services – like us here at Reputation Management Fixers. Companies like that can help fill search engines with positive facts about you or your business and help make your brand trusted again.
One way that Reputation Management Fixers does this is by helping publish good articles that are SEO optimized and show up high in search engine rankings. In some cases, we may be able to take down bad reviews or comments, especially if they’re outdated and don’t reflect changes that have been made in your company. At the very least we can manage your site for you so that you can get back to what you need to focus on and we can handle the haters for you. Reputation Management Fixers gives new customers a free quote when they call or fill out the form on our website, so if your online reputation is in a pickle, contact us through our home page and we can take care of your online presence.