Guest Blog Post by Charlene Burke, CEO, Search By Burke
Brand reputation management and an online marketing strategy are important keys to running a successful Internet-based company. Local businesses now depend on the Internet to promote sales lead generation. While the Internet is a great asset for any business, it also gives consumers the options of anonymity and verbal bashing, which can wreak havoc on any online business.
A good company seeking more sales lead generation should know how to handle negative comments or reviews. Determining whether a response is necessary is a crucial first step. Sometimes, a single comment will not make a difference, other times it will. Most often, new issues or good comments will take precedence over negative comments thus causing them to be forgotten. Responding poorly to negative comments often highlights them to the effect that other consumers are aware.
If you feel that a negative comment can potentially damage your business presence online, there are options. Address negative comments on a review or forum site by refuting the allegations. Do this in a professional manner. Purposely calling the individual names or bashing them reflects on you and your company and puts your online marketing strategy at risk.
Legal action is appropriate when a situation becomes threatening or harmful. However, companies with quality service and products shouldn’t worry about a few bad comments. It’s impossible for a company to please every customer. Protecting company brands are important, but lashing out at consumers does not help promote your brand. Should any negative or poor comments require a response, they should always be in a courteous, polite manner.