Reputation management or damage control?

If your hiring a social agency for damage control – it’s way to late and that agency can’t help.
You did something very bad and should fix ( over – fix ) the issue.
Your reputation is stained – period.
Reputation management is like securing a network – after all the data has been scooped into someone else’s computer.
What’s way more effective is taking a pro-active approach – starting on day 1.
Here’s 3 ways to stay ahead of the game.
  1. recognize where your customers are posting about you – and it’s NOT on review sites. More customers are posting compliments ( and critiques ) on regular social channels than are using review sites. If you care at all about your reputation, be part of those conversations.
  2. say “thank you” and “I’m sorry”. Just like you learned as small children, these are incredibly effective ways to lubricate communications with people and leave them with a good impression of you ( and as a business, leaving customers with a good impression is very important ).
  3. if you don’t get this right – everyone gets fired. One of Sam Walton’s less famous quotes “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” Sam was a very sharp guy. He understood customer dynamics. Remember that your job is determined by happy customers – period.
So about that rep – how much are you really working to make it amazing??