Covering Up Mistakes is Not Reputation Management

Covering Up Mistakes is Not Reputation Management

Encouraging customers to post reviews about your products or services online is a very efficient monitoring system to both provide input to your business as well as let other potential customers know about the experience of your existing customers.   Positive comments are good advertisements and the negative ones identify areas that you can improve in your business.  Negative online feedback can be managed – so that these reviews can be turned into opportunities.   Reputation Management is not about covering up mistakes.   So, the answer to the question in the following article should be a resounding YES:

Is Online Reputation Management Ethical?

By: Alex Larrabee

There are two sides in the online reputation management discussion creating a muddled gray area of ethics.  On one hand, you have disgruntled clients and customers writing reviews online.   Most of the time, these reviews are based on actual experiences.   A customer can walk into a department store and have a horrible experience, motivating them to write a scathing review of the company while telling as many people as they can to avoid the business.   These reviews are justifiable, and it’s up to the company to right the wrongs and make sure future customers don’t have a similar encounter.

Yes,  Reputation Management is ethical because it is a service to customers (both existing and potential future customers) that is beneficial not only to them but also to your business.   Some reputation management companies would encourage you to bury negative comments away from the first page of Google – but you can never hide mistakes!   A much better strategy would be to respond to negative feedback, attend to any issues and most importantly, aim to provide outstanding customer satisfaction.  Fabulous online reviews will then follow!

Insights by: Jurgen Strauss

Jürgen Strauss

Dr. Jürgen Strauss is a transformational marketing strategist, podcaster, speaker, the chief innovator and founder of Innovabiz who partner with innovative, exceptional business coaches and consultants to enable you to acquire more leads and more business by reaching your ideal target prospects with your message, so that you will achieve growth and be able to make a difference to more ideal clients. You can find Jürgen on LinkedIn, as well as on Innovabiz' Twitter, Facebook, The InnovaBuzz Podcast, The Tales of Marketing Transformation Show and his personal Photography website.

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