By now, most SMB owners appreciate the pivotal role the Internet can play in promoting their brand and boosting their sales. But before SMBs exploit the business potential of the Internet, they should consider how their online presence might impact their reputation.
Online engagement requires careful planning and a fair degree of sagacity. Thinking through the details is absolutely essential to protect your online reputation – whatever the type of your SMB.
Be clear in your mind about your business objectives, your target audience, the online channels/social media platforms best suited for your SMB, the time you can realistically devote for interaction online, ability to combat negative comments about your business etc.
Remember, your goal is not to be present on every social media channel. You should instead be selective and meaningfully contribute in the places online that make sense for your SMB.
It is crucial that you zealously listen to online conversations – if you want to protect the online reputation of your SMB. Before you communicate your views, you should understand what others are saying about your business, your competitors and other similar SMBs.
The information you gather will help you decide what your SMB can share that others might find interesting and valuable. It will also help prevent you from saying things that will adversely affect you.
Regardless what channel you choose, your SMB can minimize risks to your business by planning ahead, being dedicated and transparent
Please know your SMB can effortlessly monitor online conversation, employing tools like HootSuite for Twitter and Facebook and Google Alerts for blogs and other traditional media.
You must be cool-headed when adverse comments or negative reviews appear online about your SMB. You must deftly handle the issue lest it explodes and delivers a devastating blow to your business. The essential thing to do when you view negative feedback is to respond as soon as possible.
If you are in the wrong, you can straightaway apologize for the inconvenience. If your product was found defective, you may immediately replace the same. If you do this publicly, your prospects will appreciate that your SMB cares for the customer.
Be guarded about deleting negative comments. By overreacting to adverse criticisms, it may appear your business has something to hide. Politely write to the attacker and convince him/her to delete the negative remarks. It is said that in 90 percent of the cases, the attacker complies with your request.
However, if there is a deliberate defamatory remark by an unscrupulous competitor or a disgruntled past employee, do not hesitate to take legal action.
