subject: Open Communication: How To Turn The Tide When Content Gets Ugly [print this page] Open Communication: How To Turn The Tide When Content Gets Ugly
Social media applications have created a parallel world in which the lines of communication are steady and open between businesses, customers and those who manage these relations. On Facebook, for example, customers can like' their business's fan page, receive discounts for checking-in' when at the business and even air their complaints on the wall.
Clearly, this conversational tone is a positive change for business that once seemed out-of-reach and distant from their customers. But what happens when the conversation turns nasty?
As a public relations associate with BraveMatters, I understand the importance of surveying the Internet for each and every client. Google, Yahoo and Yelp all provide outlets for clientele to review the business, good or bad. The good news is that even bad reviews can be helpful for publicity and driving business.
The most important step in the management of online reputation is to be proactive. Creating an account with Facebook, Twitter, Yahoo, Google and Yelp is necessary, whether or not reviews or fan pages are already in existence for your business. Assuming there are not already bad reviews in place, it is important to monitor these sites for any new content.
Simply googling your business will bring up scores of mentions, intentional or otherwise, across the board. Should a bad review come up, log in with the account you already created and respond, apologize and make it right. Simply being a business does not excuse bad behavior or bad service, and does not give you the right to ignore or delete a bad review.
In fact, I'd say it is important for you to leave the bad review up complete with your response and apology. In this way, future readers will see that your business has a human element and is willing to correct mistakes. Perhaps, this bad review will lead to more good reviews.
After all, every company wants good a review. Keep the conversation flowing, good or bad, and your business will shine on the Internet.
