We are living in the age of the internet and there is every likelihood that some unethical competitor or someone else who holds a grudge against your company posting some adverse comments about your brand. It is therefore absolutely essential that you effectively manage your online reputation.
Warren Buffet has remarked: “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” Here are few useful online reputation and crisis management tips:
- There is every possibility that negative comments and embarrassing reviews about your business can occupy the first page of major search engines. It is therefore very important that you constantly monitor what is being said about your brand/products on-line.
- It is advisable that you remain proactive. Never wait until some crisis happens to manage your on-line reputation. Promptly and politely respond to the negative comments and seize every opportunity to highlight the positive aspects of your business.
- It is necessary that you display transparency. If someone makes an adverse comment on the internet, make sure you address the problem and publicly solve the problem – so that everyone will know you care.
- Attempting to cover up or remove bad comments can give the impression that you are ignoring a problem and not caring about the customers. Be honest and confront all issues upfront. If you have erred, admit and apologize, and take steps to remedy the situation.
- It is your responsibility to zealously preserve and protect your on-line accounts. Also, make it tough for others to impersonate you on-line.
- Be thoroughly professional. Never put something out on social media sites that you will regret later. Please know that whatever you write could be shared within minutes.
- Most of the online reputation damage could be prevented by responding early before things escalate and go out of control.
- You must learn to effectively and unambiguously communicate and also attentively listen to what is said about you. In the present digital world, not listening to the social chatter or not having presence on social network can reflect badly on your business.
- Be aware of your legal remedies. Understand the policies, conditions and terms for every site. If you are convinced that someone is persistently maligning you online, you can sue for slander.