A good online reputation is imperative in today’s business world. Have a poor one and you could have a hard time attracting great employees.
All it takes is just a few poor reviews or comments on a Facebook post, an online review site or a blog post about a bad experience an individual had with your company to start losing control of the brand you’ve worked so hard to build.
Read below for some tips on how to manage your online identity/brand.
First of all, you’ll need to be able to learn when people are talking about your company online. Set up a Google Alert so that you’ll get an e-mail notification whenever your company is mentioned
Set up the alert using appropriate keywords. These keywords could include:
- All names of your company and its affiliates
- Any trademarks or copyrights you may own
- Client and competitor names
- The names of your leadership, as well as your company’s spokesperson(s)
You’re going to need a social media presence. At the least, you need a Facebook page and a Twitter account. These can be terrific avenues for you to respond to customer complaints. Take a look at Southwest Airlines’ Twitter feed for a great example of responding to customer concerns and questions.
When you do become aware of a negative post or comment on a social media site, such as Facebook or Twitter, research on your end what happened. Contact the poster (or post a reply on the feed itself), saying you are researching what happened and would like more information. Let the poster know you’d like to chat, either via e-mail or on the phone. Be honest and listen to what the person has to say.
After you’ve done your research on what happened, post it with as much openness as possible (you’ll have to keep some things private, of course, especially if the incident involves someone’s employment status). In your post or update, tell what you will do to resolve the complaint, if possible. Take responsibility, when the mistake did, indeed, generate on your end. Let your readers/followers know what you will do in the future to make sure a similar incident doesn’t happen in the future.
Once you’ve contacted the unhappy person and resolved the situation, ask him or her to remove/delete the negative comment from their blog, the review site, their Facebook/Twitter feed, etc. The person may not do so, but it’s worth it to ask.
When you need great workers for temporary, temp-to-hire and even direct-hire assignments for your Riverside or San Bernardino company, contact Arrow Staffing. We look forward to hearing from you!