Every business exposes itself to the risk of negative reviews and irate customers. It happens every day. The difference between sinking or swimming is what businesses do with these mishaps. Some may simply ignore the negatives and hope that they will go away on their own. Others choose to face it head-on.
Since almost everything is digital now, a single spark can easily become a wildfire. One complaint about your business now echoes across your entire customer base. Before you know it, your reputation or integrity is in flames. To prevent such a disaster from happening, you must act quickly and accurately. You need to know how to put out the fire, rather than adding fuel to it.
As with all things hazardous, prevention is always better than the cure. With such in mind, the following do’s and don’ts should keep businesses on the favorable side in the online world.
Don’t engage the trolls
There are two types of angry customers: a legitimate complainant and the troll. You need to recognize and sort out the legitimate complaints from those complainers who only want to stir the pot—the trolls. These trolls may be someone who’s having a bad day and it just so happens that they crossed the path of your business or vice versa.
Beware, however. Some trolls may indeed be competitors in disguise. Whoever they are, don’t feed their hate. You are only going to satisfy them when you engage them and fight their fire with fire. No matter how tempting it is to engage them, take a deep breath and figure out how to calmly respond to the issue.
Running a business can turn into a dirty game of competitors trying to outlast their enemies. One way to stay on the right track in this competitive world is to avoid bashing the competition and the customers. It will do you no good. Instead of targeting your competition, focus on showcasing your strengths. Show people why they need to choose you, but do so without badmouthing the other brand. As long as people can see how much better you are, they will naturally go to you.
The same goes for badmouthing the customers. There is some truth behind the old slogan, “The customer is always right.” Any disparagement of a customer will only reflect badly on your business. Remember that by blasting one customer you are blasting all who relate to that customer. So, whatever it thrown at you, don’t just throw back.
Do come up with a plan of action
Time may come that you find a couple of negative reviews or complaints about your brand on the first page of search results. They can significantly harm your business because these reviews show up before any other content about your business. You need to push negative reviews down to the bottom of the search results page.
To achieve such, create positive content about your brand. You can try submitting a press release to different PR distribution sites like PR.com and PRnewswir.com. You can also build a new blog dedicated to writing about your products and services. Of course, you need to share these pieces of information to gain testimonials and favorable responses that ease or nullify the impact of the negative reviews. If this is not enough, join forums related to your industry and contribute meaningful information.
Do socialize to create a bigger network
Social media sites, such as Facebook, Twitter, and Instagram, can serve to bridge the gap between you and your target market. If you want to create a bigger network, you need to go where everybody is going. Social media is a treasure chest of information about your target market, and knowing how to interact with them on these platforms will give you an edge.
Your online reputation can make or break your business. This is why you need to work with an experienced digital marketing specialist who can ensure that your online image is contributing to your growth.
The Do’s and Don’ts of Online Reputation Management, Searchenginejournal.com
The Do’s and Don’ts of Online Reputation Management, Onlinereputation.com