Search engine reputation management services are an emerging need people are starting to search for. Before hiring someone to take control over your reputation online, do your due diligence. Make sure they also have clean online reputations. You have to be able to trust and be aware of the possible downfalls if something were to happen to your reputation if you trust the wrong people.
When companies do have negative reviews online, see how they responded to them. Did they ignore it? Did they fire back blaming the customer? Did they try to truly understand what happened? The golden rule is to leave emotions out of it and be as rational as possible. Responding as fast as possible with all the facts is the best way to go about it. Unlike the real world, whatever is posted online stays online. Always think twice before posting something to the Internet. Think about the implications of something or how do you think your target audience will respond.
There will always be people who genuinely have something to complain about like the wait time was too long or a product did not meet their expectations. But then there are trolls who just want to test your patience. It is best to ignore people like these. They can be easily spotted by commenting on out of the ordinary things and might regularly post random comments that don’t have anything to do with your line of business.
Times before the Internet, it was very difficult to get in contact with a brand. You would have to resort to calling and placed on hold. Now with social media, it is easy to connect customers with brands and have an open two-way conversation and sometimes involving more people. Also be careful about trying to post something too quickly like a news story. Make sure you proofread the article a few times so it can be clear of any mistakes. Or else you might shoot yourself in the foot and have to apologize for the false information.
On the other hand, posting something way too late will not reflect well with your brand. It might show that you are lazy and not on the ball. If you are thinking of posting something viral that happened last week, it is better to refrain and choose something else.