What do I do if my reputation is being damaged online?
Sunday, August 29, 2010/
The most important part of managing your reputation online is keeping a good relationship with your customers.
Anything you type or broadcast can be seen by thousands, possibly even millions, of potential customers, so anything you say is a representation of your company and its values. So ve very careful.
The first approach is to engage the situation positively. If a user on a forum is posting negative comments about you, or a Twitter user posts a negative review, be direct, polite, and attempt to fix the situation. Do not be angry, aggressive or defensive.
If a problem has been identified, offer to fix it. If a person is spreading falsehoods about your company, politely point out why those comments are inaccurate and point them to evidence to back up your statement.
The worst thing you can do is get into a fight. Remember, everyone seeing your comments is a potential customer, so win people over instead of arguing with them.
The benefit of handling these situations in an open, public environment is that once other customers see your approach, they’ll remember how well you handled the situation.
From the frontlines
Alan Jones: How to raise investment for a startup with no customers and no revenue Alan Jones M8 Ventures partner
Canva's Melanie Perkins has 10 tips for startups with 'crazy-big dreams' Melanie Perkins Canva co-founder
Why Up's transgender controversy shows there can be no separation between founders and their companies Joan Westenberg StartupSmart columnist
Take a stand: Why being neutral hurts profitability and engagement Steven Maarbani VentureCrowd executive director
The power of passion: Naked Wines' co-founder reflects on what made the startup successful Peta Jecks Naked Wines co-founder
Hipsters, hustlers and hackers: Three instances of everyday bias in startupland Theresa Lim Play2Lead founder
Diversity and coaching will rid the banking sector of its toxic culture problem Hema Kangeson inSpur founder
Why you should find the right role for the right person — not the other way around Bruce Stronge Outfit founder