As a business your reputation means everything. It says how you treat your customers, tells of the quality of your service, and speaks to the professionalism of your brand. Managing your reputation is big in today's world of Yelps and Google Business Listings, but it doesn't have to be a "big deal".
The social aspect of the online experience is simply an extension of how human beings as consumers and providers engage in the real-world. So, the main line of thought is this: Do right in the real-world and your business reputation will be a reflection of that. Sounds good right? It is, but it's not always so simple.
Just as there are bullies and liars in the world off-line, there are individuals online who may wish to pose a threat to your business out of spite. Thankfully, most tools that a customer or random troublemaker can use online to soil your reputation, have built-in safeguards that enable you to disprove the validity of false claims.
If a bad review or other form of bashing is pure garbage, it will usually be removed by the review service or website. If, however, a review seems to be legit, you may have to fend for yourself. This means, you manage your reputation by reaching out to the customer and asking how you can remedy their experience. Human nature should also dictate that if a real customer is satisfied that you cared for their needs, they will return your effort in good faith. If they don't, you can ask them to do so.
Social media outlets, review sites, and blogs where your online reputation can be tarnished are inherently risky places for businesses. The golden rule though, should apply. Take care of your customers the way you want to be taken care of and your online reputation should reflect that ethic. In the worst case scenarios, you should find that most of the sites are going to have your back, so don't worry!
Contact us if you want to chat about keeping your online reputation up!