One of the most important responsibilities that you as a business owner see to it is to ensure that the status of your company stays 
intact. This is very imperative as it can either boost up or damage your business? name. However, it is usually the latter that businesses should take precaution for it not to happen.
Online reputation management comes in when a business organization experiences some damaging publicity. They are the ones who will take action in making certain that negative commentaries are contained. Basically it is their job to come up with a plan that counteracts the current condition and pushes down the negative publicity.
With the evolution of internet, communication is made easy. It is because of this that once you post your products and /or services online many individuals would automatically recognized it; provided that you are using the right tools to make it happen. What makes it more interesting is that whatever you post online will forever stay online. Hence, you must be very careful with what you say on the internet. To avoid facing unnecessary problems caused by negative publicity, here are some tips for you to ensure that this does not happen.
The internet has a very distinct memory. Unlike people wherein they sometimes forget what they say, the internet does not do the same. Whatever comments or pictures or videos you post online stays there indefinitely. It does not forget nor can it be deleted. Therefore, you have to learn to be careful with whatever you do online. One minor mistake and it can do great damage to your business? reputation.
If you encounter customers saying negative remarks against your product, do not argue with them. The right action you should take is to apologize and ask them what you can do to make it better. Remember, you cannot please everybody. Out of 10 customers that you have, 7 might agree with you while the rest do not. Hence, you must learn to control yourself not to lash out to these types of customers. Part of being a reputed company is providing good customer service. How can you give them these good services if you do not know how to placate irate customers?
To ensure that your customers are always satisfied with your services, answering their complaints and/or queries within 24 hours is a good plan of action. Be polite and courteous to them even if you think that your clients are asking questions with obvious answers. Be cool and never lose your temper. Once you lose your temper you tend to say hurtful words or opinions that might insult your customers. Although expressing oneself is okay, do it with tactfulness.
One of the best ways to avoid negative publicity is to create a strategic plan. Included in that plan are guidelines on what to say or how to act in the event that such incident does occur. You must always stay ahead of the game so that you will not be taken aback once problems like this arise. If possible, create different scenarios and make an action plan for each scenario. In the event that one of the scenarios you have created indeed shall happen you will know exactly what to do.
By following the tips mentioned above, you won?t ever have to undergo problems in dealing irate customers and negative publicity. As much as you hate other people saying negative comments about your business you cannot prevent them from doing so as it is also their right to express themselves. The reason why these guidelines are mentioned is for you to be aware on what you should do and how you should react in the event that you might experience it in the future. This is just one of the many circumstances that you would be facing in your quest to make your business a success. Therefore, take it all in stride. Never falter and strive hard to work on your goals.
Source: http://www.bloggingtips.com/2013/05/21/guidelines-business-online-reputation-management/
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