What to do if you receive negative reviews?

One of the more exciting aspects of what I do is ORM – Online Reputation Management. When someone Googles your name, what shows in the SERP’s can make or break opportunities. I have seen this happen many times. So what happens when it hits the fan?

Your name, personal or business, is your brand, and there are dozens of ways to impact this online. Depending on what has happened, this can be a moderate or lengthy task, but here are a few tips if something negative does happen online…

  • Never panic and make knee-jerk decisions
  • Do take the time to understand what has happened
  • If you suspect a fake review, do report it. It might be removed
  • Take conversations to private chat as soon as possible
  • Do own the issues at hand and offer reassurances
  • Never ignore anything negative. This shows a lack of empathy
  • Never be rude and hit back – this can really escalate things
  • Get in touch with someone if you need help

Online Reputation Management – What Does it Mean?

Online reputation management (ORM) for a business or individual involves actively shaping and influencing how the brand is perceived online. It encompasses several key aspects:

  1. Monitoring:
    • Tracking mentions of the business across various online platforms (Use Google Alerts for this)
    • Using tools to alert the company of any new reviews or comments
    • Analyzing sentiment in customer feedback and social media discussions
  2. Customer Engagement:
    • Responding promptly to customer inquiries and complaints
    • Addressing negative reviews professionally and constructively
    • Encouraging satisfied customers to share positive experiences
  3. Content Creation and SEO:
    • Producing high-quality, relevant content that reflects the company’s values and expertise
    • Optimizing web content to improve search engine rankings
    • Using strategic keywords to enhance visibility for positive content
  4. Crisis Management:
    • Developing protocols for addressing potential PR crises
    • Quickly responding to and mitigating negative publicity
    • Crafting and distributing official statements when necessary
  5. Brand Consistency:
    • Maintaining a coherent brand image across all online platforms
    • Ensuring all company representatives adhere to brand guidelines in online interactions
    • Regularly updating all online profiles and information
  6. Proactive Reputation Building:
    • Highlighting company achievements, awards, and positive press
    • Showcasing corporate social responsibility initiatives
    • Cultivating relationships with industry influencers and thought leaders
  7. Legal Considerations:
    • Understanding and complying with regulations regarding online content and customer data
    • Taking appropriate action against defamatory or false information
  8. Competitive Analysis:
    • Monitoring competitors’ online presence and reputation
    • Identifying opportunities to differentiate the business positively
  9. Employee Advocacy:
    • Encouraging employees to become brand ambassadors online
    • Providing guidelines for professional social media use
  10. Measurement and Reporting:
    • Tracking key performance indicators related to online reputation
    • Regularly assessing the effectiveness of ORM strategies and adjusting as needed

Effective online reputation management can increase customer trust, improve brand loyalty, increase search engine rankings, and overall, improve business performance.

30 ORM Tips for Businesses and Individuals

  1. Google yourself regularly to monitor your online presence
  2. Set up Google Alerts for your name and business
  3. Maintain active and professional social media profiles
  4. Use consistent usernames across platforms
  5. Post valuable, relevant content regularly
  6. Engage positively with your audience and community
  7. Respond promptly and professionally to comments and messages
  8. Address negative feedback constructively
  9. Create and maintain a personal website or blog
  10. Optimize your online profiles for search engines
  11. Secure your accounts with strong passwords and two-factor authentication
  12. Be mindful of what you share online – think before you post
  13. Showcase your expertise through thought leadership articles
  14. Participate in relevant online forums and discussions
  15. Network with industry professionals online
  16. Keep your professional information up-to-date
  17. Regularly update your skills and achievements on LinkedIn
  18. Request recommendations and endorsements from colleagues
  19. Monitor and manage online reviews of your business
  20. Develop a crisis management plan for potential reputation issues
  21. Be transparent and authentic in your online interactions
  22. Avoid engaging in online arguments or controversial topics
  23. Support and promote causes aligned with your values
  24. Showcase your volunteer work and community involvement
  25. Regularly audit your privacy settings on social platforms
  26. Remove or untag yourself from unflattering content when possible
  27. Create and share high-quality, original content
  28. Utilize personal branding techniques consistently
  29. Collaborate with reputable individuals and brands in your industry
  30. Continuously educate yourself on digital trends and best practices

And Finally…

If you need any additional help, please feel free to reach out and I will be more than happy to arrange a time for a chat.