How to Fix and Protect your Online Reputation

Your online reputation is a very important part of your business. It is said that one negative thing posted about your company can lose at least 10 potential customers. A previous job of mine was a supervisor of a call center. My job was literally to calm down angry customers and fix whatever the problem was. More times than not I heard the following threats “I will blast this all over Facebook if you don’t fix this” or “I will write nasty reviews on your product”. It was predictable and inevitable. These type of threats will happen and a lot of times the angry customer will go through with it. We are all humans and bound to make errors, sometimes out of our control. Customers will be upset and cause a scene online. Before making a purchase online, customers typically will read these reviews and if you have a lot of negative ones, chances are they won’t purchase from you. But how do you fix it? Can you really move on from negative comments about your company? Below are some tips to help you overcome and fix your negative online reputation.

Online ReputationFix your Online Reputation

Take Ownership. Arguing back and forth online with your customer, is not going to get you anywhere but losing business. If your company made a mistake, take ownership/ There is no need to get defensive here, a lot of time customers just want to hear that they are right.

Apologize. This seems simple, but so many companies refuse to do this. It can be frustrating if you spend hundreds of dollars and end up with a broken product, a simple apology can go a long way.

Take care of the situation in a timely manner. Although this sounds simple, it is something that needs to be done. If you have a customer complaining about your product, reach and fix it. Don’t wait for them to start blasting how horrible your company is online. Mistakes happen, and it is important for your company to rectify the situation.

Protect your Online Reputation

Build a positive online presence. Use your Social Media to provide exceptional customer service. Make your social media a safe online community, respond to questions, concerns, and complaints in a positive matter.

Be personal. Customers like to feel like they are important, make them feel unique and that their situation is top priority. Respond to their inquiries quickly. I recommend keeping notes on customers, so when they do call or post negative comments you know exactly what has happened.

Constantly monitor the internet. Always do searches, read forums, and check your Social networking sites. Stay on top of all comments, positive or negative. Interact with your followers.

 

Online Reputation Conclusion

Keep in mind that one negative thing said or posted about your company can cost your company thousands of dollars. It is important to remember that your online reputation is just as important as anything else and it is something that needs to be monitored on a daily basis.

Do you have a incident that happened that cost you a lot of money or time to fix? What did you to fix it? Has your online reputation been damaged?

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