Negative reviews, photos and articles can spread quickly online through likes and shares. The party that is affected rarely realizes the fact that this is happening until it is too late. Online negatives can even spread towards mainstream media outlets in some cases. This automatically damages the reputation of the company in a highly severe way.
Obviously, the very best defense is to have a really good service or product. At the same time, highly outstanding customer service is needed. However, even if you have tremendous services and products, it is easy to be affected by one lone customer that is disgruntled. This is where internet reputation repair comes into place. Some of the best strategies that are used right now by the top online reputation management firms include.
Always Be Aware
The very best thing that you can do is set up a specific Google Alert in order to notify you as soon as information about the company appears online. A person has to be responsible for the review of social media websites and the responses to negative comments, poor reviews and questions.
Remember that one of the worst possible times to create a repair strategy is when the PR crisis happens. You need to create your strategy as in advance as possible so that you know how to react whenever something bad happens.
Do Apologize When It Is Appropriate
People that think they were not valued or not heard do end up feeling more and more wrath as time passes. When the employee or company was wrong, you want to offer a really good apology and you need to try to fix it. By posting apologies on social media outlets or review websites you show that you are transparent and that you really care about your customers.
Use Positives For Balance
It is impossible not to be faced with negative statements, comments and reviews from time to time. However, when a potential customer looks for your services online, they should not find just negatives. You want to promote and present positives. Keep working on building, establishing and maintaining a really strong online presence, one that can be controlled.
Promote The Good Results
It is a guarantee that you do have customers that are satisfied with your service or product. Find those that are really enthusiastic and simply ask them to write a review that can be used on social media or on websites. Recording a video review or testimonial and uploading it to YouTube offers so much more visibility than what you initially think.
Work With Professionals
Sometimes the situation is so bad that you cannot actually do anything about it alone since you do not have the necessary knowledge and you cannot build a proper strategy. You need to bring in the professionals whenever necessary. Just make sure that you do not hire the very first online reputation management firm that you locate since this practically guarantees you are going to receive really low quality service and your reputation might end up tarnished further.