July 20

by Vossey

Customers can build your online reputation, defend it or ruin it. Upset customers that write bad reviews can create a mob mentality, where other customers jump in to add their complaints. Sometimes it can be hard to stop this train of hate, but if you have enough happy customers, they will defend you. However, you should not take to advocating for yourself, let the customers do that for you. Instead, you should reach out to the customers who had complaints, and own the problems. Tell those customers you would be happy to fix there problems.

These are the steps to build and defend your online reputation:
1. Acknowledge there is a problem and you want to fix it.
2. Make sure your business is actually running well. These will build a customer base who genuinely likes you and will come to defend you.
3. Handle complaints humbly and graciously, and you will be able to turn upset customers to your side.

Key Takeaways:

  • Building your online reputation from nothing is a tough job, even tougher is when you take over a bad one and need to turn the tides
  • They made it happen. You can’t fake great service and they did what they said they would do and their customers took notice
  • They turned the haters into fans. The kind of fans that will defend them and their reputation.

“They own problems, even when others feel it isn’t even a problem they own it. They respond, are rational, with care, with an apology and a dedication to make it right.”

Read more: https://www.getfivestars.com/blog/customers-build-defend-your-online-reputation/

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