Online Reputation Management

(Reacting to a Bad Review)

Part of managing your online reputation is learning how to react to reviews, both good and bad. One can hope that they will never get a bad review, but the truth is, if you're well-known and popular, a bad review will eventually happen. Sometimes the reviews are deserved, other times not, and worse, sometimes they're bought. That's right, if you're really threatening the competition and if they lack ethics they may hire someone to generate negative buzz about you. The important thing to do is to learn how to manage your online reputation, and how to answer (or not answer) a bad review.

Be Proactive

Have a way to pay attention to the buzz on the net about you and your business. Set up Google Alerts, and occasionally check the search results manually. It even helps to check search results from public computers instead of just your own due to the way the algorithms give a person personalized search results today.

Be Honest

If you mess up, own up to it and admit it. There is no point in hiding it. On the Internet everything you say or do is there forever, either in the form of an actual searchable area, or in the form of a screen shot taken by someone and shared with the world. People remember when you are honest too.

Correct Mistakes

If you made a mistake, correct it. If a client gives you a bad review and you realize it really is your fault, say so. A public apology in answer to the negative review will go far in garnering support of clients, and maybe even turn around the client who was upset.

Make it Right

Do what you have to in order to make it right. Even if you have to eat the cost, refund money, offer more services, do it. Even in a situation where you're not at fault it's best to just refund the money and call it a day. Say so publically on the bad review that you're refunding the money. People will appreciate that.

Take a Breath

Before responding to any reviews always take a deep breath, and even a day or two if needed, before responding. Our businesses are like our babies, and if someone attacks it, we turn into protective parents ready to go for the kill. Best to take a time out before responding to particularly bad reviews. Remember it's business, it's not personal.

Consider the Source

Is the person who complained really a client? Are they saying something that really matters, or are they just trolls for hire, or someone that matters in the scheme of things. If they are simply a trouble maker, sometimes it's best to completely ignore what they are saying and not feed the beast. Some people can't be pleased, let it go, and move on.

Delegate

Hire a virtual assistant to handle customer service issues. This person can monitor online review sites, customer service email without the emotion that you will have for your business (baby). You need not ever deal with these issues if you empower the people you work with and who work for you to take care of these situations in a way that makes the clients happy and satisfied.

THE END