It’s bound to happen one day. You can never please everyone. A customer, disgruntled past employee, a competitor, there is bound to be someone that will post something negative about your business. Reputation monitoring and how you handle the situation can be crucial in how potential consumers view your business. These days anyone looking up your business online will immediately see your reviews. So it is imperative that you have someone handling your reputation management. Although negative reviews unfortunately are unavoidable, there are ways that they can be managed.
Reputation management refers to influencing and controlling an individual’s or business’s reputation. Many companies think search engine reputation management is a SEO problem. But displacing negative search results only treats the symptoms of the problem. It’s not a cure. You have spent a long time promoting your brand and you are proud of your business. So it pays off to protect that brand when consumers are using search engines. Negative search results are not limited to standard search engines either. Blog search engines, video sites like YouTube, social media and news searches can be affected as well. Although it may seem there is nothing you can do or may be overwhelmed by this, there are several things you can do to combat this problem. What you want to make sure above all else is that you address it.
The best way to deal with any negativity for your business is to make sure you have consistent quality content. The more quality content in the search results, the more diluted any negative content will be. If you do come across a negative mention, make sure you proactively deal with it, preferably without emotion. Research the situation and see if there is merit behind the claim. If not, provide facts and ask for corrections on the matter. And if yes, offer to discuss the situation and be ready to respond. But most importantly, be honest and listen to what they have to say. You never know, you may turn a negative review into one of your biggest supporters! For all your reputation monitoring and management questions, contact NMT Strategic Marketing. We are here for you!