Negative comments are the cost of doing business.
You simply cannot make everyone happy all of the time.
You may be upset, frustrated or angry by what you consider are unfair or untrue
reviews about the quality of your products or (more commonly) customer service.
Even if it's true.
Few of us like to think of ourselves as being 'bad'. We're just built that way.
For some business owners, the instinctive response is to fight back.
After all, bad publicity can lead to a massive loss of revenue or even going bust.
Nobody wants that.
Except maybe disgruntled customers and your business rivals,
However, no matter how angry you may be, don't do what online retailer
Klear Gear did when a customer posted a review on RipoffReport.com.
I nearly fell off my chair when I read it a couple of days ago.
The decision to fine a customer for posting a negative review is bold, but
The issue has led to a 'Streisand Effect' with a ton of negative coverage
across the internet.
If you get hit by negative reviews, what you should do is follow the advice
on Online Reputation Management from Consorte Marketing.
Pay particular attention to the section: 'improve customer service'.
This could save you a big headache and protect your reputation.
Since its origins in a US government research project, in the 1960s, the internet's
growth has been phenomenal, with no hint of exaggeration.
Along with the utilities, access to the world wide web has become an 'essential' in
the developed world, and of rapidly increasing importance in developing countries.
Today's infographic is particularly interesting, from a reputation management
point of view, as it provides an easily digestible snapshot of online activity which
reveals where people may be talking about you...and what they're using to do so!
Thanks to the lovely folk at Visually and Bixa Media.
Thoughts on customer service, communication and, of course, reputation management.