Did your company recently suffer a few public relations misunderstandings? Check out these tips for repairing your company's bad reputation.
Has your company's reputation gone done the drain?
If so, it's time for you to turn things around. Even if you have the best product in the world, a bad reputation can make your company sink.
In fact, 90% of customers read online reviews before making a purchase, and online reviews have been shown to impact 68% of purchase decisions.
Additionally, 74% of consumers say that positive online reviews make them trust a business more. And, if a customer fins a negative article about your company on the first page of Google, you risk losing 22% of your business with potential customers.
The good news is, there are things you can do to turn your bad reputation around.
Check out this guide to discover how to repair your company's bad reputation.
If so, it's time for you to turn things around. Even if you have the best product in the world, a bad reputation can make your company sink.
In fact, 90% of customers read online reviews before making a purchase, and online reviews have been shown to impact 68% of purchase decisions.
Additionally, 74% of consumers say that positive online reviews make them trust a business more. And, if a customer fins a negative article about your company on the first page of Google, you risk losing 22% of your business with potential customers.
The good news is, there are things you can do to turn your bad reputation around.
Check out this guide to discover how to repair your company's bad reputation.
1. Audit Your Business and Name
Before you begin the real leg work, it's important to take stock of what's already out there about you.
To figure this out, take some time to Google your full business name and browse the first five pages of search results. Make a note of all relevant information that pops up about your business, both good and bad.
To cultivate a positive company reputation, you need to understand what you're up against and what information exists about you online.
To figure this out, take some time to Google your full business name and browse the first five pages of search results. Make a note of all relevant information that pops up about your business, both good and bad.
To cultivate a positive company reputation, you need to understand what you're up against and what information exists about you online.
2. Claim Your Space
Claiming your space online is a crucial step in turning your company's reputation around.
Each profile and domain name you create in your business's name can serve as a buffer against negative results. Sometimes, they can even help to bump negative consequences off the first page (most people don't go beyond the first page of Google results).
You should create accounts on Twitter, Facebook, Pinterest, Instagram, LinkedIn, and Google+. Through these platforms, you'll be able to share quality photos of your business, positive reviews, and, most importantly, you'll be able to easily interact with your customers.
Each profile and domain name you create in your business's name can serve as a buffer against negative results. Sometimes, they can even help to bump negative consequences off the first page (most people don't go beyond the first page of Google results).
You should create accounts on Twitter, Facebook, Pinterest, Instagram, LinkedIn, and Google+. Through these platforms, you'll be able to share quality photos of your business, positive reviews, and, most importantly, you'll be able to easily interact with your customers.
3. Show Off Positive Reviews
You should never underestimate the power of positive reviews.
Because positive reviews can have such a major impact on your customer base, it's very important to show them off as much as possible. Every time you get a positive review, you should plaster it on your website and all of your social media platforms.
Also, don't be afraid to ask your customers to leave positive reviews for your business. If your customer has a positive experience with your company, they'll likely be more than happy to write a glowing review.
Because positive reviews can have such a major impact on your customer base, it's very important to show them off as much as possible. Every time you get a positive review, you should plaster it on your website and all of your social media platforms.
Also, don't be afraid to ask your customers to leave positive reviews for your business. If your customer has a positive experience with your company, they'll likely be more than happy to write a glowing review.
4. Listen to Feedback
In some instances, negative press about your business doesn't have a grain of truth to it.
However, in most cases, negative feedback has some truth to it. So, instead of dismissing the feedback or trying to cover it up, try to see it as a learning opportunity.
Chances are, there are some changes you can make to your organization that will help improve your business and turn your reputation around. When reading through negative feedback, make note of any themes that come up.
Is it your product that's the problem? Or, are people upset about your customer service? The better you understand your customers' complaints, the easier it will be to fix things.
However, in most cases, negative feedback has some truth to it. So, instead of dismissing the feedback or trying to cover it up, try to see it as a learning opportunity.
Chances are, there are some changes you can make to your organization that will help improve your business and turn your reputation around. When reading through negative feedback, make note of any themes that come up.
Is it your product that's the problem? Or, are people upset about your customer service? The better you understand your customers' complaints, the easier it will be to fix things.
5. Own Up to Your Mistakes
Sweeping problems under the rug is one of the worst things you can do when you're trying to restore your bad reputation.
Most customers are forgiving of companies that make mistakes, just as long as they own up to them. So, be transparent with your customers about what went wrong, and make sure they know you're sorry about any issues they've faced due to your mistakes.
Most customers are forgiving of companies that make mistakes, just as long as they own up to them. So, be transparent with your customers about what went wrong, and make sure they know you're sorry about any issues they've faced due to your mistakes.
6. Offer Solutions
Owning up to your mistakes is only half the battle. To really win your customers back, you need to offer solutions to their complaints.
When offering solutions, you need to be as clear as possible about your plan of action. Don't just say, "We'll promise to do better in the future".
Instead, say, "We're doing X, Y, and Z so that you can have a better customer service experience in the future".
When offering solutions, you need to be as clear as possible about your plan of action. Don't just say, "We'll promise to do better in the future".
Instead, say, "We're doing X, Y, and Z so that you can have a better customer service experience in the future".
7. Consider Hiring an Online Reputation Management Service
If you feel like you're losing control of your reputation, one of the best things you can do is hire an online reputation management service.
An online reputation management service can help you figure out a plan of action to turn your reputation around. These services create tailor-made strategies that will help bring in more positive reviews. And, they can handle all of your digital PR needs to prevent issues from coming up in the future.
An online reputation management service can help you figure out a plan of action to turn your reputation around. These services create tailor-made strategies that will help bring in more positive reviews. And, they can handle all of your digital PR needs to prevent issues from coming up in the future.
8. Try to Take Complaints Offline
Whenever possible, you should try to take customer complaints offline. Or, at the very least, try to move them to a private conversation.
If a customer leaves a negative comment on one of your social media profiles, you shouldn't start sparring back and forth with them. This will only increase the negative comments exposure.
If someone writes something negative, encourage them to either DM you, send an email, or call you to work out the problem.
If a customer leaves a negative comment on one of your social media profiles, you shouldn't start sparring back and forth with them. This will only increase the negative comments exposure.
If someone writes something negative, encourage them to either DM you, send an email, or call you to work out the problem.
9. Reward Loyal Customers
Last but not least, make sure you take the time to reward your loyal customers. Your loyal customers are the ones who are most likely to stick with you through a PR disaster, so it's very important to let them know that you're still very appreciative of their support.
Consider offering your loyal customers exclusive products, content, or experiences.
Consider offering your loyal customers exclusive products, content, or experiences.
Are You Ready to Turn Your Bad Reputation Around?
Now that you've read this article, it's time to put these tips into action so you can turn your bad reputation around. Before you know it, people will be back to seeing your business in a positive light.
Be sure to check back in with our blog for more tips on improving your business.
Be sure to check back in with our blog for more tips on improving your business.
