Don’t Read Your Reviews Before Going on Stage!
Recently I had a discussion with a prospective client who was looking for online reputation management services. They were dismayed to hear that you couldn’t simply delete erroneous and unflattering online reviews.
Their misconception was fueled by a seedy online reputation management company who, for a mere $499 a month, promised to fix any problems and keep their online reputation clean. After a little bit of digging, it was clear this firm needed their own service as there was a slew of postings chiding them on their unethical and ineffectual practices.
If you are responsible for your company’s online reputation management, here are three items to add to your to-do list:
1. Be Alert for Online Reputation Management
At the foundation of online reputation management is knowing what’s being said about your company. Set up Google Alerts to be on the lookout on what’s posted on the world wide web. Add your company name, nicknames and any individuals like your CEO or other high profile executives to the list. Alerts are also an effective way to keep on top of your company’s keywords and what others are saying.
2. Social Means Being Social
When you set up profiles on social networks like LinkedIn, it’s one way to control what information is available about you online. Don’t forget about your company’s profile as it can be an information resource as well. As with all online marketing, it can’t be a set-it-and-forget-it effort as the web is dynamic. Respond to requests to get connected and have a conversation. Lurk until you get comfortable, then chime in.
3. Positive Response to A Negative Review
If you get a negative review, stay positive. Respond quickly and avoid being defensive as that can say more about you then one customer’s cyber rant. Most often the person complaining just wants to be acknowledged. If they persist, not to worry. If they continue without softening their view, others will recognize mean-spirited and unreasonable comments. By being positive, you have the opportunity to turn a complainer into an advocate by listening and solving the problem. That’s worth its weight in gold as potential customers see that you’re real and responsive.
Stay tuned for the rest of our reputation management tips out next week!
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