The great power of the internet is that it is easy to share information and opinions.
Yet, the great downfall to the internet is that it is easy to share information and opinions.
We all have come to rely on the internet for information, to learn about products, to research purchases we are contemplating, to hear what our friends recommend and to hear strangers either rave or complain about a product or service.
This means that, whether you like it or not, you have a responsibility to protect the brand of your company by knowing what people are saying and responding accordingly. So how do you go about doing this?
1) There are a few pieces of low-hanging fruit you should definitely be doing:
There are also companies that will keep track of all of these things on your behalf. They will notify you whenever something is urgently requiring action from you and will give you advice on how to handle it. cMedia is a Seattle-Based company that offers such a service. It starts at $75/month and goes up depending on the number of phrases you need to track or the number of locations that your business has.
2) If you do realize that there are bad reviews/complaints about your company:
Take a deep breath and don’t freak out. People (for the most part) understand that some people like to rant on the internet when it isn’t necessary. Here are some factors that should allow you to relax quite a bit:
3) So how should you handle them?
I’m sure some of you already participate in online reviews and know exactly what we are explaining here. For those of you who are new to this, well, welcome to the Wild West of Internet Reviews. There are no laws and no police, it’s up to you to protect yourself!