Your Customers Are Looking For You Online...
Can They Find YOU?

Michael Bennitt
Editor
February 2014
Volume 4, Issue 2
   Downloadable PDF version
I'm Social Now 
Newsletter 
Your Online Reputation
 Survival Guide

Businesses are often at the mercy of their customers when it comes to reviews. Negative feedback can be hard to deal with, especially if it's public and defamatory. Besides just being embarrassing, these kinds of comments can do serious damage to brand reputation and market perception. That's why it's so important to deal with these problems quickly and professionally. Some online feedback can be downright brutal, but companies that lash out in response to critics are sure to dig their own grave that much deeper.  

 

Keep The Customer Satisfied

Defending your reputation is important, but any business that engages negatively with their customers (even the rude ones) risks further damage to their reputation. Businesses that ignore criticism are just as likely to get into trouble with customers as those that lash out at the responsible party. In this situation, the only road is the high road. 

 

 

 

Be Informed

Having the facts on your side can make the problem easier to solve. Even if your business is at fault, being accountable for your actions will go a long way toward earning back your social credibility. The best policy is to address the issue with honesty and sincerity. Look into the accusation being leveled at your company and get to the root of the problem. If it is a valid complaint, it needs to be acknowledged and corrected to avoid repeat offences. If there is no foundation for the claim, having evidence to support your response will improve your chances of getting the comment removed or invalidated. This vastly influences the success rates of efforts to repair business brand reputation.   


Act Quickly  

Depending on the platform that the conversation is being hosted, time can be an important factor in successfully minimizing damaging criticism. Don't drag your feet when it comes to responding; take action rather than letting things snowball. Keep a cool head; tempers may fly on social media platforms, but a business must always uphold standards of integrity and professionalism.    

 

Private Resolution

If possible, try to get the unsatisfied customer to follow up on a private channel. You don't want to keep the conversation public if you don't have to, especially if it's an issue that's drawn out or overly specific. Unless they are especially bent on damaging your business reputation this should be a reasonable request. You can even incentivize your apology with a discount or promotional offer to appease the customer in question and retain their future business.   

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About Us

I'm Social Now works with business owners (like you) to grow and increase their profits by doing their online marketing for them.

Our specialty is making sure future customers can find you online and choose you over your competitors, even if they don't know your name - with Social Media, Search Engines and Mobile Phone devices

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Quick Links
March events and holidays for your marketing calendar:

March 3: I Want You To Be Happy Day

March 8: International Working Women's Day

March 11: Worship of Tools Day

March 14: National Pi Day

March 15: Ides of March

March 16: Freedom of Information Day

March 17: St. Patrick's Day

March 20: International Earth Day

March 29: National Mom and Pop Business Owner's Day



What specials, deals, and packages can you create with these events in mind?

Regular Maintenance For Your Social Media Presence       

In the age of digital living, is there really such a thing as privacy? Some people are
learning the hard way that their social media actions have real life consequences.
    1. Privacy Settings. Employers frequently use search engines and social media profiles to screen potential employees. Is your profile appropriate for these audiences?  This is a simple way to control what they see.

    2. Delete Outdated Information.  Deleting old profiles or blogs can make search results more relevant and reflective.

    3. Be Smart About Posting. You're an adult and should be more thoughtful about the implications of what content you promote in public.
Need help with this? Just ask us!
Build Your Team's Trust in You

Being a successful team leader requires persistence and dedication to improving your management techniques. Employees want to be treated with respect and have their input valued. Coordinating successful team dynamics can produce amazing work and make employees want to deliver better results for their company.


Honesty Is The Best Policy

You can't earn trust from your employees if you don't create an environment of honest and open dialogue. Encourage conversations, questions, follow-ups, and your team will feel comfortable engaging in authentic work with you and with each other. Collaboration will always produce better results than competition.


Be Accountable

Admit when you make a mistake. Even though you are a business leader, you're not a superhuman and you will screw up. If your team does a poor job, it will reflect poorly on you and you should be prepared to take the fall when the time

comes. Don't try to shuffle blame, as it will just create resentment.


You Catch More Flies With Honey

Give positive feedback when you can, and assign credit where credit is due. Employees deserve to feel appreciated when they work hard. If they don't feel like the job is rewarding, they won't care about doing well.


Play To Your Strengths

A team of diverse workers will have different skill sets that you should take advantage of. Learn about how each employee works and you will be able to see what they are most suited for. Listening and watching are great ways to observe your team's strengths and weaknesses.

 

Don't Brook Gossip

Gossip happens in most professional environments, but it always damages the atmosphere and trust of a team. Have a zero tolerance policy on gossip, never participate in it as a team leader, and follow through on maintaining high standards of professionalism in your employees. 



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