Why is reputation management important? The fact is that people believe bad online reviews. Not only that, but disgruntled customers are more likely to leave negative reviews than happy customers are to leave positive reviews.

It's not just the reviews that matter: Websites that are set up solely to damage the reputation of another business aren't uncommon. Two types of people are likely to do this: Your competitors and people who feel they've been treated wrongly by your staff.

When it comes to online reviews on sites such as Google, Facebook, Yelp and other directories, it is important not to get into any arguments. Your staff will just come across as unfriendly and rude. The trick is to take the conversation offline. Here's a good example of what to reply to a negative review: "We're sorry you had such an experience. We've contacted you to remedy the situation."

The main way to counter a bad online reputation is to build up a positive reputation. With online reviews, it means encouraging happy customers to leave 5-star reviews.

But that's not enough. Bad reviews from bloggers and independent websites can rank in the search engines when someone searches for your company. The only way to counter this is through a reputation management strategy that includes building positive reviews online on independent websites.

Don't wait for the bad reviews to come before doing reputation management! If you're not establishing a positive presence online and on social media, your company and your CEO are both prime targets for a negative campaign. Contact us for help.

In an online world rife with fake news, viral posts, and instantaneous reactions, reputation management is increasingly important. One bad Yelp review, embarrassing hashtag or unfortunate photo will find years of hard work undone in several days, if not hours. Although managing your reputation may be important for the overall health of your business, the major reason behind reputation management's importance lies in its ability to turn a negative experience into a positive one. Here's a tip and an example.

Be Proactive

No one sets out looking for a bad review. But, when an unhappy customer, a jealous competitor or a viral hashtag puts your business in the spotlight, it's important to issue a response. Whether it is to assuage the customer by offering free services and refunds, correcting an error or reinforcing your organization's principles, your response is important. Reputation management software systems monitor any online mention of your business, allowing you to respond appropriately and in a timely manner.

But, how should you respond?

Your response will be suited to the situation and to your brand. The major reason reputation management is important is the role it plays in showing potential customers what your business is all about. Here's an example:

Perhaps you heard the story about the dive bar in New York City that received a one-star Yelp review. The bar owners chided the reviewer, through a direct response, on her inability to choose a restaurant that met her preferences. She wanted a quiet spot for a beer with friends and decided to choose a dive bar. The owners pointed out that the review was unfair, not because of anything the bar did wrong, but because of the reviewer's unfounded expectations (read the full response here, it's worth it).

Take note of this response. Not everyone is going to like your brand or your business model. This is fine. You can't please everyone, nor should you aim to. But the Iron Horse in NYC spun this poor review into gold. By identifying their niche and staying true to their brand, they were able to garner international attention while reaching out to a larger audience of potential customers.

For more information on how you can achieve a positive business reputation, please contact us.