Reputation is everything. And on the internet, managing that reputation takes a little finesse and a lot of hard work. (Ok, it takes a lot of both.) Everybody has a voice and everyone has a lot to say. People are very eager to express themselves and, more often than not, what they say is the truth. But every now and then, a misunderstanding will happen or someone will have a bad day. You can’t stop every bad thing from being said about your business. It’s not even worth it to try. But you can mitigate it and even turn it into a positive. Nobody expects you to be perfect, but they do expect you to make it right. And we can make it right. Even if it’s just letting someone speak their mind and then validating their feelings (but without feeding the trolls). Every interaction is a transaction and properly managing your brand voice and online content will be a big benefit when it comes to dealing with the occasional angry customer.
But say something bad happens. Something nobody could have expected. The first step is to not panic. The next step is to formulate a plan that puts the problem in the right perspective and informs and educates the public and your customer base. You might need to take responsibility or it might be a bogus claim. It might be better to not engage. It doesn’t matter. The right response, in your brand’s trusted voice, is critical to smoothing things over and maintaining your reputation. From big things to little things, we can craft and mold the conversation to make sure you stay in the news for the right reasons.
You can’t control what people say, but you can control how it affects your reputation.