We all know how important reputation is in business. But you’ve heard the saying – ‘a happy customer will tell one person of their experience, whereas an unhappy customer will tell ten.’
In terms of social media, you can probably multiply that last number infinitely, because once someone has put something out there in the ether, you have no control over who is going to read it.
Whatever the scale of your business, receiving bad feedback from time to time is inevitable. You can’t please all of the people all of the time, however much you strive to.
The internet can be both a blessing and a curse when it comes to marketing your business, but luckily, there are tools out there to help you make the best of a bad situation and recover your online reputation.
One of the most successful business tools out there is a Reputation Management Service. A Reputation Management Service will utilise social media and optimise search engine results to ensure the most positive content for your business. Whether you’re in need of a reputation boost, or simply want to maintain your positive company image, a Reputation Management Service will provide an experienced team to help you do so.
A Reputation Management Service can also provide you with other services such as press releases to publicise positive company news, or copywriters and web designers to create brand new content. You’ll also want to look into Social Media Management Services to help you optimise your social networking space, as this can be a great way to build positive relationships with both customers and affiliates.
To find an online Reputation Management Service, you’ll want to do a Google search for an internet marketing team who can help you. Most online marketing companies will offer tailored plans to suit your business needs, and will be able to work alongside you to effectively build, or repair, your online business profile. Try and find trained professionals with plenty of experience in SEO and social media marketing.
In the meantime, there are other steps you can take to either ensure or repair your online reputation:
Firstly, you’ll want to make sure you respect every single customer. It’s easy to discount somebody’s opinion when you have hundreds or thousands of customers, and they stand alone in their views, particularly when they’re hidden behind a screen.
But by respecting the individual, you’re respecting your client base as a whole. It is for this reason that you should never ignore negative feedback; in fact, try and respond to all feedback where you can.
Your responses will show your customers that they are valued, whether they are satisfied or not. A brief acknowledgment of a good review will suffice in thanking someone for their endorsement. In terms of negative reviews, it’s important not to argue. You need to show your customer that you’ve understood their complaint and have taken necessary steps to improve.
Sometimes, feedback may seem a little over the top, or you may not agree with a customer’s opinion. It’s important to respond to these comments as calmly as you can, just as you would in real life. Start your response by thanking them for their feedback. Sometimes a simple ‘We’re sorry you feel this way’, or ‘We’re taking steps to improve upon your advice’ will do the job.
Remember, it’s not just about repairing that one client relationship, but not burning any future bridges either. A prospective customer could be put off by a rude or unhelpful response to a customer comment, or equally by no response at all.
The internet can be bittersweet when it comes to your business reputation, but it needn’t be this way. An online Reputation Management Service can help get your business off the ground, establishing a good name from the start, or help repair any previous damage done.