Quality Client Communication


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.

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Building a Brand


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.

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Stop The Net Banging

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.

Monitoring and Dealing With Negative Feedback

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.

Considering the Online Reputation of Your Autobody Shop

A great many people count their cars as one of their most prized possessions. After all, we depend on cars for so much. We often make plans, either for work or recreation, which would be extremely difficult, if not impossible, to accomplish without the usage of a car. Because they treasure them so much people are often cautious to send their vehicles to mechanics that they don’t know. After all, a vehicular issue can throw one’s entire routine out of balance, causing one a tremendous amount of difficulty. As such, automobile owners want to take their vehicles to trustworthy people, the kind who will fix their vehicle quickly, effectively and for a fair price so that their lives can return to normalcy. But how is one supposed to find a trustworthy mechanic when there’s so much competition out there? Many people have turned to the internet for help. They’ll find a potential business, say Toledo transmissions shop Express Transmissions, and they’ll look them up on relevant sites like Yelp and Angie’s List. This is why it’s so important for mechanics to keep an eye on their online reputation.

It’s commonly thought that there’s no more powerful marketing tool than a personal recommendation. These are notoriously difficult to get, as the recommendation will obviously have more weight of the potential consumer knows and trusts the party delivering it. However, it has been found that a full 79% of customers trust online reviews just as much as personal recommendations. Over the last couple of years the number of people who put a great deal of stock in online reviews has only gone up. As such, sites like Yelp have never been more important. However, they can also do a great deal of damage to your business. 73% of customers say that positive reviews make them trust a business more, so it stands to reason that most of those people would also trust a business with negative reviews less. Therefore, if your business has been negatively reviewed on Yelp or a similar site the presence of those reviews could be doing a good deal of damage to your reputation.

However, if you get a negative review it’s important not to panic. All businesses will have unsatisfied customers from time to time, and it’s an unfortunate reality that those who have had negative experiences with your business will be more likely to leave reviews than those who have had a positive experience. There are plenty of things you can do to better the situation. The most important is to respond, and to keep the conversation positive. Explain the situation and where you went wrong, apologize and genuinely try to learn from the experience. No matter how skillful you might be you will make mistakes. The important thing is to learn your lesson, both as an individual and as a representative of a business. Businesses like Toledo transmissions shop Express Transmissions have had to deal with all kinds of customers, and have learned to gain something positive from every experience. It’s up to you to learn how to do the same.

5 Ways to Improve Your Online Reputation

It takes years to build up a brand’s reputation, and a click of a button to completely destroy it. You might think those negative reviews about your services won’t have an impact on your services, but you’re wrong.

We live in a competitive world, where people want the best service for the cheapest price – which is why you can trust your customers will do their homework before they use your services.

Not to worry, though. We can provide 5 top tips to help you improve your online reputation.

1. Track Not Attack
You should carefully monitor what’s being said about your company online – both positive and negative reviews. While your initial instinct might be to immediately attack the person who has said something bad about your business, don’t. It will only cause more damage, as other readers will view your company as aggressive and unhelpful – and the post might even go viral, which could have a significant impact on your business.

2. Online Communities
One of the best ways to improve your reputation is to participate in online communities, as this will help build your profile with current and potential customers. Your sole aim should be to help other people – and you can trust you’ll look like a helpful, friendly company.
Social media networks are a great way to speak to customers from all walks of life, so you can answer their questions, offer them exclusive deals or just provide shareable content to create or maintain interest in your company.

3. Apologise
If someone has wrote something negative about your company, take the time to personally apologise to them. If you have the option to speak to them on the phone then take it. If not, drop them an email or simply leave a comment. They’ll appreciate the time and effort you’ve taken to talk to them, and you could find they’ll delete their review.

4. Contact a SEO Consultant
If you’re overwhelmed by the amount of online negative reviews about your company, you should contact a trustworthy digital marketing agency in Liverpool, London, Montreal or elsewhere. These SEO specialists will have extensive experience dealing with cases just like yours on a daily basis, so you can focus on other business matters.

5. Learn from Your Mistakes
Do you want to prevent people leaving negative comments about your services online? Of course you do – which is why you should strive to learn from your mistakes. Whether you have pushed that negative review further down the search engines, or have managed to convince the writer to remove it, it is essential you take onboard the criticism to prevent it from happening again.

Are many people complaining about your delivery services? Make it the company’s mission to improve the rate to ensure customers are continually satisfied with the service. Your customer service department not up to scratch? Improve standards to ensure each and every customer is delighted with your friendly, helpful staff. If you don’t learn from your mistakes, you can trust they will happen again in the future.

A Guide to Keep Your Business’s Reputation Intact

Businesses rely on their reputations in order to keep customers and attract new ones. Awards, rating systems and certifications are important for businesses because this is what their customers see and judge them by. One small complaint or one false review can instantly damage a business’s reputation.

Most people think that there is no way to prevent someone from writing a negative or false review online or that once a negative statement about a company is made there is no way to recover from it. This is false. If your business and services are well-known and somewhat powerful, you can easily combat false information to protect your business’s reputation.

There are several ways to prevent false or negative information about your business from spreading. In the first place, make sure your products and services are optimal. If they are not, explain to customers how you can improve or fix their ordeal with a defective product or negative customer service experience. Make your customer service as hassle-free as possible. Basically, do not give customers a reason to complain about your company. Also, try to give your business as much positive press as possible by creating a website or hiring bloggers to feature your business on their site. Utilize social media to consistently inform customers about sales, products, features and positive reviews from third party companies. Also invite customers to share their positive experiences with your business on social media platforms and your website. All of these methods have been employed by companies to drown out any negative press or reviews with positive, true information. Creating fun animated video that explain your company’s policies or advertise new products can also help with your reputation, as audiences will see effort and a well-built website. Companies with well-built websites generally receive more positive reviews.

However, no matter how hard you may try to give customers a positive experience, someone will eventually complain or publish a negative review or false information about your company or services. If this does happen and the information is false, try to politely tell the publisher that the information is false and ask the site to remove it immediately. If the publisher refuses and you have a substantial amount of money and good lawyers, you can sue the publisher or website for libel. Otherwise, continue to request the information to be taken down.

If you see negative reviews about your business on social media and review websites, respond to them. If you have a social media team, have the team members respond to these reviews by apologizing and asking what you can do to resolve the problem. You can also change company policy or fix a negatively reviewed product without responding to social media commentary. Either way, presenting a way to solve the problem and engaging in civil discussion with the dissatisfied customer will make customers respect you and your business more.

Because of the internet culture that exists today, it is easy for an opinion to be heard. However, one negative opinion published online can be devastating for a business. In addition to promoting quality products and services and having a decent customer service department, businesses can utilize social media to combat negative or false reviews. It is important for businesses to maintain a good reputation so people continue to buy their products and use their services. Resolving issues as quickly as possible in a civil manner and interacting with dissapointed clients will help keep your business’s reputation intact.

5 Reasons Every Company Should Take Their Online Reputation Seriously And Train Their Employee Accordingly

Does my reputation or that of the company really matter? Should I spend resources building my reputation? These are questions that usually are on the lips of many companies. In fact, the question always draws two sides; one for and one against. Well, the truth is that you definitely need to give your online reputation priority. Simply put, reputation is what the public perceives of you. Are you trusty, credible and reliable? These questions are just a few that go over a person’s mind when evaluating a corporation.

In fact, a corporation’s image and reputation is so important that companies like Subway and McDonald’s invest heavily in their corporate universities and online training programs to properly teach their employees how to help uphold a company’s image online and not damage it with negative videos and images that is often seen on YouTube and Instagram.

Here are 5 important reasons explain why online reputation does matter:

1. Building Customer Confidence

The online resource has become the biggest marketing platform. Customers will always research and source goods and services online. Their first step is always gauging the Company’s reputation. They will go through online reviews and individuals testimonies just to have an idea about the company. In order to build consumer confidence, it’s paramount to maintain high standards of integrity. A visitor to your website will feel more at home knowing you are a credible firm.

2. Attracting Investors

Online businesses are no different from offline trades. They require the support of financiers or investors to grow. The Investors always start by finding out more about the credibility of the company. I mean, you wouldn’t want to put your money in a “sinking ship” or company that has a bad public image. A company with good reputation is more likely to receive funding compared to a company with flawed reputation.

3. Improving Sales

The goal of any company is to sale as many products as possible. Nonetheless, this target is becoming harder to achieve. Improved technology has made marketing much easier. The internet has made it possible for even the smallest businesses to thrive. Good reputation is what will make you stand-out from the pack. Customers will spend a lot of time researching a product as well as the company before buying.

4. Brand Loyalty

A few years back, marketing was quite aggressive. It was more of telling the customer what he/she needs to hear. However, this has completely changed nowadays. The customer has become more informed hence demands more. The best way to maintain him is through brand loyalty. A customer will always buy a product that makes him feel safe rather than what the advertising says. This starts from having a good reputation.

5. Repair Bad Image

Even the best Company will at some point be faced with bad publicity. This may be caused by malice from the competitors, wrong decision, or unforeseen occurrence. It only takes a few hours or even minutes to destroy reputation that took many years to build. A company that has always had good reputation will find repairing its image easier in contrast to an incompetent firm.

The above points are evidence on the importance of building and maintaining good online reputation. The company will benefit both in the short as well as long run. Building it is not a one-off approach. Also, it doesn’t take place overnight. It is a gradual process which will be faced by many obstacles along the way. However, by remaining calm, focused and persistent, your reputation will greatly improve giving you a competitive edge.

How Leatherman Deals with Negative Reviews from its Customers

If you know Leatherman, then you know its’ purpose- providing super high quality and tough multi-purpose tools to get the job done. So what did they do when they got a horrible negative review in one of their best multitool – the Leatherman Charge TTi? They didn’t sit around and cry about it – that’s for sure, they got to work and improved it!

Just as Leatherman wants to be your tool for each need and circumstance you have, Leatherman views negative reviews as opportunities to work better and smarter and become more valuable to you, the customer.
When a negative review comes in, the first step is to take time to read and/or listen and absorb. The next step is to let you, the customer, understand that they get it, and it will be taken seriously. Leatherman then places themselves in the position of the customers and really tries to understand where the problem lies.

  • Is it the tool itself?
  • Is it customer service?
  • Is it the process?

Sometimes it may be a combination of many things or maybe the user was inexperienced and didn’t find any good DIY online resource to learn more about how to use the tool. This is exactly why it is so important to have a good control in all the processes of any type of project and a good feedback channel. This control will allow you to understand where problems are happening and how to solve them fast.

Complaints about the tools are evaluated to see if there is room for improvement in materials or design. Did Leatherman make it incorrectly or could they be using better materials? Is this the appropriate tool for the job? Can they make a different or interim tool? Is the customer using it properly? Does Leatherman need to include better instructions?

Complaints about customer service are evaluated to determine where the breakdown occurred. Did the company tell you the wrong thing? Did you or they assume something (i.e. they need to work on their communication or policies) and not provide enough details or was one of their associates or you just having a bad day?

Complaints about the process allow Leatherman to review best practices and to evaluate whether something can be done quicker, faster, easier, or cheaper (and sometimes more expensively) so that they can effectively deliver on their commitment to the customer and their products.
In the end, any company should understand that negative reviews are not really negative at all but beneficial opportunities to do better. After all, like any Leatherman tools, they’re tough and they can take it!

Currently I am looking forward to hearing any negative experience with a product and how you deal with it. I would like to understand more from a customer perspective, what companies are doing different nowadays when they get a negative review. I know through my personal experience that many companies has a designated unit specially to deal with similar situations and where customers can ask for money return, extend the guarantee, or even get something for free. If you are familiar with any of these situations, please contact me through the contact form.

Reputation Management Can Help To Create Brands and Positive Images of Personalities

Every person or business develops a certain reputation as they interact with people during their daily dealings with people. Understanding how this influences a person’s or business’s standing in their society or environment, and how it can be manipulated, is the area of knowledge known as reputation management.

This practice of reputation management involves the monitoring of public perception of a person or a business brand, and ensuring that this is of the best. Customer feedback can be used to understand how a business is perceived by its customers. It is necessary to sift the laudatory from the critical and take steps to correct any defects that are damaging to the reputation. Basically, the science of reputation management bridges the gap between how a business perceives itself and how others view it immaterial of whether they are customers, shareholders or the general public. The same can also be done for individuals who are concerned with their public image. People, who are in the public eye and dependent on public opinion for their success, will look at reputation management for their public relations activities.

The internet has led to the vast dissemination of news and information, through search engines and the like. Reputation management firms take a lot of pains to constantly search for such information and strive to reduce any negative perceptions that can hurt brand values. If there are any negative perceptions, the reasons for them must be examined, and if faults exist they must be accepted and acknowledged. Mounting a defense to dull any criticism is possible, but it must in no way add to the negativity that already exists. Accepting faults does not detract from credibility, but if a sincere effort is made to correct them and this is given sufficient publicity it can help to correct perceptions and in many cases can even increase brand loyalty. In many cases giving the right importance to criticism and understanding where it comes from, can lead to improvement of products and services that can help future sales.

Positive feedback or reviews can always be used to gather a lot of publicity if it is properly disseminated, but this must not be overdone, as it will then be looked at with suspicion. Reacting angrily to criticism is more often than not counterproductive. Every criticism must be viewed dispassionately to see if there is any truth in it. If any rebuttal is to be made, it must be based on facts and statistics or other information that can be independently verified. It must be measured, moderate in language and put out by persons or personnel who can handle any reactions.

The use of reputation management techniques can help spread the name of a person or business and its brand throughout society so that it generates positive responses. Any negative reviews or criticisms must be looked at in an unbiased manner, and genuine points duly noted for further action to rectify them. The managing of public relations exercises must help to create a powerful brand, which customers and others must immediately identify with. Creating a unique selling point that is genuine and easily identifiable can make brands very powerful. There must be a constant effort to generate positive traffic on internet or other media, as this will help to generate additional business and thus the bottom line of a business. Reputation management must help to build trust within an organization and with the public. Any information disseminated in press releases, media interviews and content on the net, must constantly keep this aspect in mind. Teams must be built within an organization that constantly review its working and look askance at anything that can mar or hurt a reputation.

Reputation management allows a person or business to understand how you are looked at by others. Actions can be taken to see that this is true and close to how the business or person perceives itself. This management technique can be used to create a brand image or personality, which is close enough to that which can lead to better business or reputation. It is a fact that building a reputation can take years of hard work, but a single event can bring everything crashing, when events occur that damage the reputation. The climb back to the top is hard and will always be colored by any negativity that has happened. Many small businesses depend heavily on word of mouth and customers returning to them, for increasing businesses. If the reputation is marred in any way, by incidents of poor service, poor quality or tardiness, creating a reputation again for dependability can be quite daunting. The widespread use of the internet by customers and social media allows negative perceptions to spread like wildfire and become viral, and this requires persons tasked with reputation management to be constantly alert.

How to Improve the Online Reputation of Your Roofing Company

The past few years haven’t exactly been ideal for roofers. Recently, this country faced a recession, and with it came a lessened demand for new commercial and residential buildings. This effected a number of professions, everyone from architects to construction workers, and roofers, of course, were not immune to the effects of this slump, much to the contrary in fact. However, the improvement of the economy has brought with it a sunnier outlook for roofers all across the US, including those like Toledo roofing contractor All-Nu Construction. The industry has been at least somewhat rejuvenated. In fact, out of all the jobs in the construction sector the roofing market stands to grow the most according Roofing Contractor’s yearly State of the Industry report. Through commercial projects may still be slightly down, the prevalence of residential ones is on the rise. As such, it’s perhaps not the best time to be a roofer, but the landscape is improving. However, with less jobs comes more competition, and as such it’s now more important than ever to develop and maintain a strong online presence.

One of the most important parts of keeping one’s online presence effective is to monitor online reviews concerning your business. There are plenty of sites where online reviews are collected, places like Angie’s List and Yelp. It’s virtually impossible to keep every customer happy. Every company makes mistakes sometimes, and it’s nearly a guarantee that yours has at some point already. The bad news is that your one or two unhappy clients are much more likely to write online reviews than your many satisfied clients. When a client is happy with the work you do that means that they have closure, and they’re not likely to continue beyond that point. On the other hand, those who are dissatisfied have to look for closure elsewhere, and as such they often post online reviews as a way of bringing some kind of satisfaction to the experience. One bad review on a popular site can do a great deal of damage to your business, but if you receive one don’t panic. There are ways to combat the effects of negative reviews without jeopardizing the reputation of your business.

The most important thing when you receive a negative review is to stay cool. Don’t get angry or stressed, and if you do don’t show it. Don’t respond with vitriol. However, some kind of response is very important. Be sure to explain the situation which lead to the negative review without seeming like you’re just making excuses. Be honest and direct, and at the end throw in a sincere apology. Moves like that will be seen as classy in the eyes of readers and will likely do much to offset the effects of the negative review. Also, be sure to respond to positive reviews as well to show that you care about more than simply preserving your reputation. Finally, it’s absolutely essential to specifically ask satisfied customers for testimonials or reviews. This will help level the playing field and cut through the negativity.

If you’re a Toledo roofing contractor who’s had to deal with bad reviews in the past, remember to stay positive, be proactive and know which people you can count on in the long run.

What To Do If You Receive A Bad Online Review

Imagine a scenario in which you are super successful in your business. Money is coming in, costs are down, and you are growing by the minute. Then one day, “Boom!” Negative online review left by a customer on an online business review site. Maybe what they wrote is accurate, maybe it isn’t. The important thing is to not panic. Every business will have some type of negative feedback, so don’t let one customer review put a damper on your whole business. It’s all about how you deal with a negative review that can make or break a company’s reputation. Read on to find out a few more tips to follow about handling a bad customer review.

#1 Understand That No One is Perfect

As previously stated, it will be virtually impossible to have 100% positive reviews if you are in business for a while. If you accept that, read the review and take the constructive feedback the customer is leaving. Use it as a chance to improve in areas that maybe you hadn’t considered needing extra attention. Something to remember? DON’T IGNORE THE REVIEW!

#2 Don’t Argue with the Review

Don’t jump on the offensive! Customers are smart, and hateful or negative response will only turn other customers off to your business. It also makes you look petty and immature. Keep a cool head, take a deep breath and try to see the review from the customer’s point of view, whether they were right or wrong. At that point, finding fault is not the objective to solve the problem.

Part of this is also the principle that you simply can’t and won’t please everyone. You have probably been to Amazon and entered the review section of a certain product. Let’s say for instance that you searched for the best selling testosterone booster of the best selling crossfit shoes on the site. Obviously these are well liked products considering they sell well and you will undoubtedly see a lot of great reviews. Then you’ll also find a few that give it 1 star and claim it’s the worst thing they’ve ever tried in their life. No matter the product or how successful your company is, you just won’t make everyone happy. You should try to reach out to these people and do everything reasonable to resolve a problem but just remember that you will never please everyone but you should always try to.

#3 Comment on the Review and Reach Out to the Reviewer

Following up with the reviewer is the most important aspect of dealing with a negative review. Respond to them to find out more about the situation. You may uncover a problem that you didn’t know was there. Be open to receiving their suggestions and feedback, and show them that you are willing to learn and make things better for other customers in the future. If you establish a positive and receptive dialogue with them, they will be much more willing to work with you.

#4 Apologize for the Offense and Offer to Make It Right

Offering up an “I’m sorry” to the customer can mean the difference between a good or bad situation. Apologizing for the issue, even if you feel nothing was done wrong on your part, will lead to a solution more quickly. Then think about a peace offering. Give them a refund, exchange the good or service for a better one, or even offer up an incentive to keep giving you their business. This shows you are committed to keeping them as a customer and would hate to lose them.

#5 Ask Other Customers to Post Positive Reviews on the Same Outlet

Approach regular customers to see if they wouldn’t mind writing a little bit on Google or Yelp about positive experiences they have had with your business. This can offset the bad reviews, and show disgruntled customers that negative dealings with your company is not normal.