Years ago, before social media and online ratings became popular, companies wouldn’t have to worry about customers posting bad reviews or unsavory comments about their company – they could just sell their products or services and hope that if someone was unhappy, they’d keep it to themselves.
But within a few years, all that has changed and now you can find out exactly what people think about a company in seconds. So, with so many opinions floating around, how can you make sure you keep your reputation up?
When you read a comment or complaint about your company, make sure you react to it quickly with a polite and friendly response. Try your best to help solve your customer’s problem and give them a reason to try you again. If you can’t address the problem right away, don’t ignore it. Instead, tell them that you’re “working to resolve it as quickly as possible.”
Feedback (even if it’s negative) is a great way to evaluate your employees, products, services, and your business as a whole. If there’s something that seems to repeatedly bother people, evaluate it – maybe it’s time to change it. On the other hand, if there’s something that’s continually praised, make sure you satisfy your customers by keeping it up.
There are times when you can help prevent a bad situation. If you find individuals who are doing something illegal to sabotage your reputation, put an end to it (lest they do it again). On another note, if the problem is coming from your company itself (say, there are employees that are disrupting your trustworthiness), step in and stop them from causing problems.
Ask for Help
If you’re not sure how to handle a situation, don’t be afraid to ask for help from someone who specializes in reputation management consulting (like us!). Our digital marketing agency knows how to make sure your company stays liked and respected.