Online Reputation Management

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No company is immune to negative reviews on the Internet. Even if you work 100%, produce a high-quality product, your managers are the most professional and courteous people on the planet, there will always be someone who will write badly about you. Because, firstly, you can’t please everyone, and secondly, competitors are not asleep.

Where do negative reviews come from?
A bad review about a company can be written by either a real client/buyer who is dissatisfied with the quality of the service or product, or by a competitor who has decided to ruin your reputation in this way.

Let's say it right away: you phone number library need to respond to all reviews, even if you are sure that the review is fake and came from a competitor. The response should be friendly and express the company's interest. You should not respond to all reviews with identical prepared phrases. Your comments should be unique and contain a question at the end that would reveal the details of the complaint received. For example, you can ask to clarify the date of purchase, find out the name of the manager, the order number, the client's contact information for further communication, etc. This way, you will show that you care and that you are interested in solving the problem.

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If you are sure that this particular comment was written by a competitor, do not write it openly, do not make any accusations - treat this review as usual, ask leading questions, clarify details, try to get the commentator to provide specifics. Most likely, he will not answer you, or will answer incorrectly (for example, will name a manager that you do not have). In this case, it will become obvious to everyone that the review is fake.

In general, you shouldn’t take negative feedback from customers negatively – consider them as an indicator of an existing shortcoming in the work of your organization, as an impetus to correct and improve the service or product.
Where to look for negative reviews
Reviews may appear on the following online platforms:
in social networks (VK, Instagram, Facebook);
in directories of organizations (2gis, asktel.ru);
the company as an employer is written about on antijob.net;
in search engines Yandex and Google;
on special review sites (irecommend.ru, otzovik.ru, flamp.ru);
It is necessary to monitor all these services and sites, regularly "google" the company so as not to miss a single review. If you close all these "fronts" and respond to all reviews, this will only play into the company's hands: Internet users will see the organization's willingness to establish feedback with the audience and resolve controversial issues. Then, perhaps, the desire to leave complaints will diminish, or reviews will be formulated more politely and in a less aggressive manner.

In any case, working with negative reviews on the Internet should become a mandatory part of the marketing strategy and be carried out on an ongoing basis.
How to React to Negative Reviews
Responding to a review on behalf of the company is an obvious and mandatory step. But there are other ways to deal with negativity. One of them is to independently write positive reviews to counterbalance complaints. This must be done correctly. Such reviews should be written in human language and look as natural as possible. They should not be added in bulk, but gradually at time intervals. These reviews should touch upon different aspects of the organization's activities, highlight different services. For example, one comment praises the manager's work, another - the speed of delivery. The number of "your" laudatory reviews should correlate with the number of real ones. If there is one negative review on the site, you do not need to neutralize it with a dozen positive ones at once. Two or three are enough. If you post reviews on social networks, they should be published from filled pages with history, so that no one suspects their authenticity.