Online Reputation Management Tips and Truths
Posted: August 06, 2011
Some businesses steer clear of an online presence altogether, fearing negativity so much that they miss out on the opportunity to leverage the power of social media. The Internet has made marketing more powerful, yet businesses are more vulnerable than ever before. Sticking your head in the sand does nothing to protect you when someone takes their anger or frustration to the Web.
Some businesses steer clear of an online presence altogether, fearing negativity so much that they miss out on the opportunity to leverage the power of social media. The Internet has made marketing more powerful, yet businesses are more vulnerable than ever before. Sticking your head in the sand does nothing to protect you when someone takes their anger or frustration to the Web.
Truth: You cannot control what people post, and you cannot stay offline forever.
Even if you don’t actively promote yourself online, chances are your business is mentioned somewhere — in a business directory, a review site, or Internet forum. It’s almost impossible to remain anonymous in the digital world.
Truth: Negativity happens, regardless of how hard you work to provide 100% satisfaction.
You can’t please everyone, all of the time. Sooner or later, someone gets upset, whether warranted or not. How you deal with this fact will determine how you are perceived in the future.
Truth: You can turn a negative comment into a positive opportunity to promote your brand.
A company with no complaints is like an individual with no credit score. There’s no track record! When someone is unhappy with your product or service, don’t get hurt or angry. Instead, embrace the chance to jump in and fix the situation.
Truth: Often, all an unhappy consumer wants is for someone to acknowledge them.
If a person is ranting about you on a review site, step in calmly and ask what you can do to make things right. Keeping your cool and offering to satisfy a disgruntled consumer shows people you stand behind your product or service and are willing to go the extra mile to make things right even with someone hurling invective your way.
Once you’ve publicly reached out, take the conversation private. Have a dedicated email address you can offer and do your best to deal with the situation quietly and efficiently. If things go well, your customer might even go back and post an update telling the world how great you are — and even if they don’t, at least the last public word on the matter was your professional and helpful response.
Don’t throw the power of social media out with the negative bathwater. Drain the tub and fill it up with positive feedback!
Biz Tip Source: Talent Zoo
Author: Miranda Miller