When your business is bad-mouthed by a customer on the Internet, it could turn into a PR nightmare. That’s why it’s important to monitor what people say about your brand. You should also know how to respond to negative feedback accordingly.
What is Business’ Weakness?
Unfavorable reputation is often caused by exposed company weaknesses. What makes it worse is the fact that various media could amplify it. Therefore, it is important to know your business’ defects. This lets you anticipate what needs fixing, which prevents customer resentment go haywire.
Avoid Defamatory Remarks
You should know how to avoid defamatory remarks inside and outside of your business. Do not include any damning content in your company’s blog or website and even internal emails. In addition, you should prevent your employees from addressing a customer in a disrespectful tone.
Check Your Online Reputation
The Internet is a great way to know what other people are saying about your business. Identify the key influencers in your industry. They could be other experts from your field, online magazines or bloggers. If you can afford it, you can also keep an eye on people outside of your industry and see what they say about you. Additionally, you can hire companies who specialize in online reputation management.
React Accordingly on Valid Remarks
Before reacting to any negative remarks about the company, determine who made the comment and check if it’s valid. See also if other people are talking about the issue and how fast it’s spreading. If the situation becomes erratic, bring the conversation to your website or open a forum on the topic. The speed and nature of your response should reflect to the degree of the problem.
Outline Your Response
While it is always better to respond on what other people has to say, handling your company’s reputation crises has two ways. Offer a genuine apology when it comes to valid statements. Tell your customers your exact plan of eradicating their animosity, re-establish consumer trust and convince them to continuously do business with you.
False account, on the other hand, must be dealt by asking for a retraction and providing the accurate information. When publishers are being uncooperative, get your message out through your own blog or send in the lawyers.
Act Like a Professional
It’s okay to be defensive when responding to criticism. However, don’t get too emotional. Deal with the situation efficiently and professionally. Gather all the facts and apologize, don’t be arrogant, avoid unnecessary litigation threats and negative PR campaigns against the commenter.
What people say about your company online can either make or break your brand. Hence, it is your responsibility to learn what people are saying about your brand and respond accordingly. This is needed in order to maintain your business’ clean image.