Adverse online substance is a genuine issue for any individual or business. For good client communication there are better places online where individuals can discuss your business either in a productive or damaging way. These days, most buyers will do an examination first before purchasing a certain item or utilizing a specific administration. Customer dissention sites have gotten uncontrolled and are greatly powerful where they permit anybody to leave reaction and post audits. It may be confounding or you normally don’t know where to start regarding monitoring and dealing with your online notoriety so here are a couple of tips for you to begin.
Building a Brand is more than simply settling a catchy name on an item. Brand is all about relationships: it is the way clients feel about your item. That inclination will either slant them to utilize your item or pass it by for something else. What control does a marketer have over the personalities and hearts of purchasers? Marketing authority David Jobber has distinguished seven factors in building a fruitful brand.
A home remodeling company that recently move from Seattle, WA to Denver, CO wanted to start over with its image, its web presence, and its whole online marketing campaign. Upon setting up shop from the owner’s home, the owner set to work with targeting business. Now with a long distance move in home remodeling, the odds are slim to have any of those current customers follow you to your new area of service. The owner had the task of drumming up new business.
As every entrepreneur knows, when starting out, or in this case starting over, you have to take the business that comes your way to pay the bills. Cheap, if not free, ads can be taken out on sites like Craigslist.org to attract new customers. When that happens, your business is not getting the ‘pick of the litter’.
When you’re unable to attract premium customers, you risk the chance of being unable to make some people no matter how much time and money you invest into a home remodel project. Now the owner, who also specialized plumbing was once known as a city of Seattle plumber. His goal now was to become a well-known city of Denver plumber.
To become known within a city, a businessman or woman will market themselves to varying degrees to promote their brand, products, and services. The home remodeling owner found it in their best interest that creating a website would be the first of many endeavors to market the company.
The home remodeling company now had its website. It first centralized on its core services: plumbing, basement finishing, bathroom remodeling, handyman, kitchen remodeling, and custom cabinets in Denver, CO. With an operating service list, the company began to market and scale.
While the business was growing, it began to garner online reviews. To the owner’s surprise, some of them were negative reviews. Worst yet, the reviews were showing up on the 1st page of search when people searched for home remodeling services. Business and leads began to plummet. To top it all off, the turnover rate of employees skyrocketed. There were occurrences to where employees took the owner’s business and leads to other companies. They were soon fired but the damage was done.
In what seemed to be a bad PR campaign, the owner was in dire straights. Not giving up, the owner stood once again and refocused the efforts to rebuild their brand, image, and services. The owner learned that one must qualify employees much better than before and they needed to be held accountable while also being respected and acknowledged.
Thankfully, the owner hired an online reputation management company to handle the bad reviews. Better yet was that the owner and the new workforce focused on the core services offered and continued to take on customers that were generated from positive online reviews of the company. In turn, positive reviews began to outshine the negative reviews. Due to the strategic alignment of having a good product and service and a solid marketing plan, the company excelled in all of its core services. One service happened to climb above the other services: custom cabinets in Denver became the company’s money maker. To date, it’s one of the company’s top products and service. They continually have promotions to keep the momentum going and streamline the effort of attracting premium customers.
Advancements in technology have brought about a convenience in the world. It has become easy for you to do research for new knowledge or to simply get in touch with your loved ones and friends who are geographically far from you. The creation of social networking sites has made the latter possible. However, with the ease of connecting with people comes the ease of committing a cybercrime called cyber bullying. Posting embarrassing pictures and cruel messages, leaving negative comments, stalking, harassing and threatening people are some common forms of cyber bullying.
Cyber bullying has become alluring to bullies since tracing them is difficult to do while the dissemination of their cyber bullying schemes is easy. Threats, rumors, posts, photos and videos can be easily spread through the internet. And what’s worse, it can get out of control. If you have become one of the victims of such online harassment, then keep in mind to do these things:
Do not respond
When you feel that you are already being harassed by a person, always keep in mind that you must never let your emotions overwhelm you. You might end up doing the same thing to that person (such as saying mean things, posting embarrassing pictures, etc.) and that would make matters worse. In the end, you might be accused of being the bully instead of the other way around.
Ask website operators to take down the content
Though online posts may be difficult to control, there are some ways to lessen the information dissemination. One of these is by contacting the website operators themselves through phone, e-mail or any contact forms made available in the website. Ask them to take down the content immediately. Never stop communicating until the content has been completely removed.
Make your own copy of the photo, message, video or post that your bully has made. You may copy the website’s URL where the record is being posted. For further security, take a screenshot of the specific web page since there is a possibility that it will be lost or taken down by your bully.
File an official complaint
If your local police department has an internet crimes division, then you may be able to file a complaint of such online harassment. These police departments are only a few so if your local department does not have such department, then the police can only interfere if your life is threatened. Once again, your keeping of records to serve as your evidence is very important. You may also file a complaint with the IC3 or the Internet Crime Complaint Center, which tracks down grave cases of online criminal complaints.
After going through such a sad incident of your life, you might feel restless or anxious about logging into your SNS accounts. In order to address this, it is best that you take some medications to help you relax and keep the thoughts of such incident off your mind. One medication is by taking in a dose of brain-boosting drugs called Nootropics. They will not only help you improve your mental capabilities, but they are also said to help enhance your mood especially when you feel anxious or depressed. Some examples of Nootropic drugs are Piracetam, Aniracetam, Oxiracetam, Noopept and Adrafinil.
It is not only important that you deal with online harassment at hand. It is also important that you provide reinforcement to its aftermath. Most importantly, share this problem with your most trusted persons, especially your family and close friends. It helps to have people to whom you can talk to. They will not just be merely listeners; they can also help you in dealing with your perpetrator.
You might think your online reputation is not vitally important to your company, as your services are mostly client facing rather than online. However, a hotelier should never underestimate the power of the internet.
Over a million people in the UK alone search for ‘London hotels’ every month, with most likely half of these people heading to impartial review websites such as TripAdvisor – and these forums can often make or break how many people book a stay in Liverpool, London, Manchester or elsewhere. It is therefore essential you continually monitor your online reputation, and attempt to take action when your company receives some negative reviews.
1. Become Internet Savvy
We live in a world that is defined for the internet, so if you are not moving forward with technology, you are going to be left behind. Your company should aim to become more internet savvy, which means blogging every day, interacting on social media and engaging with potential customers.
Not only will this result in more traffic visiting your website – if you have not got one, get one – but it will also demonstrate to the public that you are a caring, friendly company who cares about your customers needs. That is a reputation money can’t buy!
2. Respond to Negative Reviews
If a guest has criticised your service online, respond to them in a professional and helpful manner. Do not launch a tirade of abuse at them for saying something bad about your company. Simply apologise on behalf of the company, explain that their experience was unfortunately unique, and ask if you can telephone them to personally apologise. Not only will the previous guest appreciate the effort, but you will demonstrate to readers that you continually strive to provide the best service possible.
3. Customer Cards
You will obviously want to avoid guests making complaints about your hotel once they leave their rooms, which is why we recommend leaving customer comment cards in their rooms so they can offer feedback. By leaving a negative review at a hotel, they are less likely to post about their bad experience online.
4. Encourage Online Reviews
Any hotel worth its bricks and mortar should encourage online reviews, as it demonstrates to potential guests that you’re proud of both your hotel and service. Promote websites such as TripAdvisor, Yelp or Google Reviews on your social media pages – as these people are following you as they like your hotel, you’re more likely to receive positive reviews that will boost your popularity index.
5. Learn From Negative Comments
Have you received a few negative comments in the past few months? If it is happening a lot, it might be time to review your services. Do you regularly read comments about poor customer service, dirty rooms or uncomfortable beds? Try to identify your hotel’s problems to improve its quality – or your online reputation will continue to affect your business.
So, what are you waiting for? Go online, start engaging with the global community and take those all-important negative reviews onboard to improve your customer service.
Most of the time, being a private landlord (and property investor) is a straightforward job: you get tenants into the property, they pay their rent, you do any repairs or sort any problems that need sorting and life continues evenly.
Everything seems easy and you can merrily carry on investing in property without much difficulty.
However, things do go wrong and you can end up with problem tenants. This can damage your property portfolio because you may not be making the money you need to and can cause problems in life in general.
There are processes in place to evict problem tenants but you need to tread carefully. So how can you evict a tenant with causing harassment?
Notice to quit
There are strict rules in place about evicting a tenant, depending on the type of tenancy agreement you have in place. You have to have a reason that is covered under the Housing Act 1988 to evict the tenant.
• Being behind with their rent payments (in arrears)
• They have been using the property for illegal purposes (such as selling drugs)
• You want to move back into the property yourself and no longer rent it out
You will then need to give a written ‘notice to quit’ giving between two weeks and two months to leave the property, depending on the reason for eviction and the type of tenancy agreement in place. If the agreement has come to an end and you don’t want to renew it, you don’t have to have a reason.
If the tenant doesn’t leave the property at the end of the period on the notice then eviction processes will begin.
The eviction process will then involve going to court and the relevant paperwork issued by the courts. It is always best to follow this legal process because if the case goes in your favour, eventually bailiffs will remove the tenants from the property. While it might seem logical, there are steps you may take during this time that can constitute harassment and should be avoided at all cost.
Harassment is anything the landlord does, or fails to do that results in the tenant feeling unsafe in the property or makes them feel they are being forced to leave. These can include:
• Stopping electricity or other utilities
• Keeping a key – normally you would give the tenant two keys but if you hold one back
• Stop making repairs to the property that you are contracted to do
• Anti-social behaviour by yourself or anyone representing you, including online or face to face
• Threatening the tenant or any physical violence
There are other steps you may consider making that will be classed as illegal eviction. This can be, for example, changing the locks on the property before a court order is in place or not giving the correct notice to leave.
Tenants can get in touch with a legal advisor, the Citizens Advice Bureau or even the police if you do any of these things and you could face serious consequences.
Therefore, the most basic fact is simple; do everything legally and following the processes laid out by law then you can remove a problem tenant without any repercussions on yourself.
Online Reviews, Trust and Quality
Just like everything else, there are online reviews that tell you exactly how things are and there are some that are just there to promote their products. But how can you tell the real deal from the chaff? What are those things that will help you find out which online review sites should be trusted and which ones should not?
One thing you need to know is that reviews can either be negative or positive. Whether they are glowing reviews from a company or negative reviews from angry users, the most important thing is that the review should be a true representation of what is actually obtainable from the reviewed product.
But you cannot spot a good review website if you cannot spot a fake review site. So, here are some pointers that will help you differentiate between a fake review and a trusted review site:
When you see a site where most of the reviews are newly created, where there are anonymous accounts with no review history, it is a good sign that you are looking at a fake review site. Most genuine review sites such as pressure washer reviews online 2014, will have review history and accounts that are held by real names. If this is not the case and all you see are anonymous posts, then you may not be dealing with a trusted review site. Another key element to consider when deciding whether to trust a review site or not is the google page rank or the number of links pointing to the page. In general the higher the page rank, the more links there are and the more content on the site itself, the more likely that the site is genuine and trying to help users.
Types of comments made by the reviewers: A trusted review site should be filled with all kinds of comments, both positive and negative. Any review site that always praises the reviewed product or makes only negative statements on a product may be a fake review site. Even if a product is so bad that its shortfalls outweigh its benefits, there should be one or two positive comments about the product. In the same way, a good product cannot be 100 percent perfect. There must be a few things that the users do not like about the product. Good practice for reviewing products includes splitting up products by categories, types, brands and models like the team at http://www.pressurewasherreviewsonline.com/ have done for pressure washers.
A review full of unsubstantiated anger or pure glowing praise or seemingly empty adjectives does not pass as a trusted review. The review should explain properly why a product is good or why a product is not good.
A review history made of overly positive or overly negative statements is a clear indicator that the account is for an employee, company PR, or a troll account. A review history should consist of different kinds of reviews (both positive and negative). It is not possible that a reviewer has been using only bad products or excellent products all the way.
Sometimes spotting a fake review may be more difficult than it seems. One rule of thumb to follow is if a review is overly positive without any concrete negative statement, then it is probably a fake review site. In the same vein, if a review is filled with hate words and too many negative comments on a product, then it may also be a fake review.
If the above things are not found on a review site and everything seems balanced, you should consider that site as a trusted review site.
If someone was to call you a bad name, how would you react? You’d most likely defend yourself, right? Would you sit back and allow someone to ruin your reputation? No, you would not. So why would you let someone significantly ruin your business?
You are an extension of your company, and vice versa; therefore, it is essential you do all you can to defend it. Now we’re not saying to go online and call the person(s) a liar, because that would be foolish. However, you should take action to ensure your online reputation isn’t tarnished due to a few comments online.
Clean Up Your Act
While there are things you can do to improve your online reputation – and we will come to that a little bit later – the best thing you can do to improve your reputation is to improve your services. TripAdvisor has made it incredibly easy for people to share their experiences online, meaning many people will often head to the website to view whether they should take a visit to your hotel, restaurant or bar.
While there may be some people who will be deliberately vindictive online, the statistics speak for themselves. If the majority of your customers aren’t happy, it is up to you to clean up your act to ensure they are. This may mean offering a higher quality service, such as providing your staff with customer service training, lowering your prices, changing your menu or giving your decor a much-needed makeover.
If customers are unhappy with a service, they’ll be inclined to tell all their friends about it. Unfortunately, people are more likely to talk about a bad service over a good service, so it is essential you act and react to what’s being said, both positively and negatively, about your company.
If a person had a brilliant experience in luxury accommodation in Liverpool, they’ll probably tell all their friends about it – they may even post pictures of the night on social networks, but the chances are they won’t feel passionate enough about the stay to leave a glowing review. However, if they had a miserable experience in a hotel, they’ll feel angry and disappointed enough to tell the whole world about it, as they’ll want to prevent others from making the same mistake as them.
If they’ve praised your hospitality company, show your appreciation by thanking the reviewer and informing them that you look forward to their next visit. If they’ve criticised your business, you should assure them that you are disappointed they were unsatisfied, that you will ensure it doesn’t happen again in the future, and you could even ask the reviewer to ring you so you can make it up to them. You will therefore demonstrate to the online community that you are a caring company, which strives to provide the best service possible to their customers.
Promote Positive Comments
If people have used hashtags to badmouth your hospitality company on places like Twitter and Facebook, encourage your customers to engage with your brand. This could be as simple as asking them to tell you what they like your company, and you should reward them by providing a discount off your service for each post – you could even ask them to add a hashtag to ensure the bad reviews slip to the bottom of the social search results.
So you’ve not received a single bad comment online following the launch of your company. Well done to you. You probably think if it’s not broke don’t fix it, don’t you? That you can just sit back and continue you on with your online. However, a day may come when you finally receive a bad comment about your services.
Negative reviews can happen to the best companies in the world at some point. It doesn’t matter how fantastic your services, a day will come when a customer will be disappointed – and a negative comment may follow online.
Prevention is Better than Cure
Prevention is better than cure is a true statement. There are plenty of things you can do to ensure negative comments never reach the internet. For example, if you strive to become the best hotel in Liverpool, you will need to offer customer service options that can tackle negative experiences before they reach the public. This means placing customer comment cards in their room that allows guests to vocalise their hotel experience. Ask them to leave their name and phone number, so you can follow up on their unhappy stay at the hotel.
A member of staff can therefore telephone the guest to apologise on behalf of the company, to offer a discount for a future stay or maybe even provide them with a full or partial refund. You can trust the guest will appreciate the effort, and they will therefore be less likely to criticise the company on blogs, social networks or review sites. Whilst it might cost the company a little cash, you can trust you’ll pay a heavier price if you receive bad online reviews.
You will want to appear to your customers as a caring and modern company – so you need to hit social networks to ensure you continually engage with previous, current and future clientele. This means responding to their questions, offering them exclusive discounts or simply responding to their feedback. You should also try to engage with them, without being too salesy. Post silly pictures that they’ll share with their friends or comment on. People pick their online communities carefully, so give them a reason to want to follow you.
By continually communicating with the global community to improve your customer service, you can trust that the rest of the world will review that rare bad comment as a disgruntled customer, and it won’t reflect too heavily on your brand.
Monitor Your Reputation
So you’re receiving glowing reviews on social media, your customer comments box is full of positive comments, and your business is booming. That’s wonderful! However, have you ever typed your name into Google or another search engine to see if someone has left a negative review about your company. You might just be surprised, as many people can launch blogs or may hit big or small review website just so they can badmouth your company. Take some time out once in a while to see what’s being said about your company online.
Most individuals and businesses fail to realize how poor online reputation management can damage their overall brand. Failure to maintain a good reputation online can drive potential customers away, resulting in a lower bottom line. This is true whether your business is large or small. You should always keep an eye on your reputation online and never underestimate the overall cost of a bad reputation. The advent of the internet changes every facet of how businesses should maintain their brand. Here are some tips to keeping a positive image online.
Online reputation issues your brand may experience
Most business owners do not realize the importance of having a good image online. Many business owners are not even concerned about their online reputation. If you’ve spent years developing your brand then you want to maintain your brands positive image. It can be a nightmare to wake up and suddenly see negative reviews on popular sites such as Google, Yelp, or Facebook. What’s worse is if you see outrageous accusations and defamatory remarks about your company or products that aren’t even true. These sort of issues can jeopardize your businesses online reputation and you can lose potential clients and sales.
You want to protect your brand before the damage is done. Most business owners do not think ahead and only act after the damage has already been done. This leaves your companies reputation and brand vulnerable. It can be very expensive and difficult to undo the damage and clean up a brands reputation. You must also watch out for groups of individuals that have a vendetta against your company and brand. These small groups of people can plague a company and do serious damage.
Your personal reputation can affect your companies reputation
With the popularity of social media and the ever increasing use of the internet, your information can be public for anyone to look up. People like to use the internet to research things before they invest or buy a product. Customers will sometimes even look up an executives reputation before buying any products from a company. If you have a good reputation on the internet then it can greatly benefit your company. If you can cultivate a strong reputation and become known as an industry expert than you can drive a lot of momentum towards your brand and business.
A case study of online reputation management
There are certain key reputation management tactics that you should employ for your brand. We are going to look at a website that reviews spy camera gadgets and analyze what this site owner is doing to maintain the site brand. First of all, you want to have social presence. If you look at the articles on the site, you can see that there are buttons for visitors to share on social media sites like twitter, Facebook, Google+, and pin-interest. You also want an “about” page so visitors can get to know the author and his/her background, this helps to build credibility and industry expertise. This site also has properties on social media sites like Facebook, Rebel mouse, Google, and twitter. Increasing your brand awareness by utilizing popular sites is a good way to promote your business.
What to do during a online reputation crisis
A crisis can arise at any time. A negative story about a company from a blog, tweet, or social media site can quickly spread and cause major damage to your online reputation. If this happens then you will want to call on a online management expert. Your expert will want to communicate with several teams and execute a plan to deal with the problem. Your team will want to respond fast, communicate with customers and deal with any concern they may have with your company.
In the internet age, having a presence online is a privilege almost everybody can have. A majority of people nowadays, especially teenagers, use social networking to keep in touch with people and even meet new people. You get to share what you know and also you get to share them about what’s going on with their lives.
There are some people on the internet that are interesting enough for everybody to notice. They are “trending” and they have a certain level of reputation, either good or bad. For these people, maintaining this reputation and credibility is difficult since there is a lot of what we call “haters”. These people will stop at nothing to harass you and ruin not just your online reputation, but your real reputation as well.
The same goes for businesses that conduct their activities online or advertise their market online. They are prone to being bashed by the wrong people by making bad reviews about the website, the products they sell and the persons behind it. Upon reading these supposedly bad reviews, people might doubt your credibility and reliability that can lead to the downfall of your business or the damage of your reputation.
The sad thing is that, it is not true.
So in order to combat this new type of bullying and harassment, these people are finding ways in which they can easily “repair” the situation without the use of too many resources. The internet is a very diverse network and also a dangerous one. Because of these “net bangers”, a lot of people ended up depressed and some even killed themselves.
Fortunately for you, you still have time to prevent this from happening.
In order to have a good online presence, first thing you need to do is that, you need to post relevant and entertaining content, in a good way of course. The most important thing for you to do is to leave a good first impression to those around you. An example of a good online presence is www.AthleticMuscle.net. Being known in a bad way is very crushing, so don’t do anything stupid on the internet.
If you’re a businessman and you promote your products online, never forget to give them the best of service as to prevent the creation of bad reviews. Give them the right expectations and you’ll have a very excellent reputation ahead of you. Business is not just about making money, it’s about satisfying the overall needs of the customer.
Lastly, never forget to be friendly to everybody as you’re going to need it if you want to maintain a good reputation. In the world of the internet, any wrong thing can spread like wildfire in a matter of days, if not, a matter of hours. So you need to be extra careful with who you interact with.
Having a good but strong online presence is needed if you want to thrive on the internet, but you should stick to your ethical morals and good character to be accepted by everybody.
The internet, online directories, and social media sites have revolutionized the way businesses interact with consumers. Customers and potential customers can quickly search for products, preview existing ratings, and leave their own feedback about a product or service. Sometimes customers who are dissatisfied with a product, service, or experience become very vocal and express their discontent in online forums and on various business pages related to the object of their dissatisfaction.
Recently, a public relations manager from the Vitamix blender company contacted my firm to address some new feedback left by a consumer. I was highly excited when I got the call, I have one of their blenders at my house, and it’s perfect for making smoothies. We have been working with this company for a number of years to monitor feedback and take action when necessary to address customer concerns and answer questions left on the company website. The urgent request came rather unexpectedly as a number of negative reviews had been posted to the website in a relatively short period of time. Their blenders are some of the best on the market, so we thought this was some type of error. We generally handle all customer feedback with the same level of priority but negative reviews do get special attention because the overall goal for a company is not only to ensure customers are satisfied but also to maintain a positive online reputation.
Investigate Claims Promptly
Monitoring online reviews on a consistent basis allows businesses to stay in touch with their internet community and keep in line with basic customer expectations. It is important to acknowledge that people who take the time to leave a comment (whether positive or negative) have had some sort of strong reaction to a product or service provided. Thanking customers who express satisfaction and helpful comments is considered proper etiquette while taking action on negative reviews is considered a mandatory commitment. A reputation management professional can look for clues surrounding the negative reviews to determine if they are all coming from different customers and are indeed real concerns. Any bogus or unverifiable information can be removed from the website or addressed in a public forum.
Address Customers Directly
When it has been confirmed that negative reviews or customer comments have a legitimate basis, it is vital to take action immediately in an attempt to save a customer relationship. If a customer provided identifying information such as an email address or phone number they should be contacted right away to express sincere empathy and offer an apology on behalf of the company. This gives the company a chance to offer a replacement product or make future changes to improve the overall customer experience. If a replacement product or other suggestion is accepted by the customer the company should provide a prompt follow up to ensure the consumer is happy with the replacement product or alternative instructions that were provided. Going the extra mile for a customer affects a great deal more than a single customer experience. The act confirms for other users that a business is dedicated to customer satisfaction and that they value customer feedback and reviews. The main benefit to these quick responses is to save customer relationships but the candid feedback posted in reviews also gives the company a solid foundation for new engineering and production techniques that will improve their products.