Reputation is the one thing in this world that takes years to build and only seconds to destroy. Many companies have found this out the hard way: A lot of businesses are actually good at providing quality products and services, but lack talent in addressing customer complaints in a timely manner, which results into lasting damage to their reputations. Author, speaker, and CEO Andy Beal shared some words of wisdom in a Huffington Post article that business should do well to remember:
When you let down your stakeholders, be it a botched product launch or a lapse in moral conduct, it’s important to act quickly and with empathy. Put yourself in their shoes. It shouldn’t be hard. You’ve likely experienced a situation where the product you bought was a dud or a contractor you hired took shortcuts in their work. When you make a mistake, it is all too easy to get defensive, hide behind mitigating circumstances, or worse, blame anyone else but yourself. Playing a game of rhetorical chess with your customers only prolongs the reputation attack and ends up costing you more in the long run.
Instead, when facing a reputation crisis remember these three simple words: sincerity, transparency, and consistency.
Indeed, the triumvirate of sincerity, transparency, and consistency is what many customers look for in a business when they file their complaints about product defects or inefficient services. Without a sincere apology, transparency in how they will address issues, and consistency in the actions they will take, enterprises will undoubtedly face reputation crises that they can’t handle. To avoid these situations, companies can employ local SEO services from established Internet marketers such as Reputation Local.
Using local search marketing often helps businesses keep track of and organize consumer complaints. This service also enables them to resolve these issues in a timely manner, resulting into the effective management of their online reputation. SEO, commonly used as a tool to maximize promotion, is employed in this case to gather genuine grievances that companies should address right away; this will help them improve their image and avert lasting reputation problems that can adversely affect revenue. Moreover, search marketing can identify the strengths that companies can further build upon and weaknesses which they can focus on to ensure better performance.
SEO services are also useful in personalizing responses, something that many customers appreciate as it shows sincerity on the part of the business to resolve issues. SEO can even be deployed as a tool to transparently convey the results of complaint resolutions; this is to show other consumers that these companies are serious and consistent in their efforts to provide better goods and services.
(Source: The 3 Crucial Words to Remember When Facing a Reputation Attack, The Huffington Post, February 4, 2014)