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Online Reputation Management: 10 Fighting Tips!

May 27, 2011 by · 10 Comments
Filed under: SEO 

Okay, what am I talking about here? Basically, what I am going to try to point out, is that if you wish to run a successful online reputation for your SMB and you think that you or your site has been negatively reviewed, then you need to tred carefully, eh!

What I mean by that, is that at first look your online reputation can be managed best by you or a social media/SEO firm that has some experience in the basic techniques that allow you to “make the best” of a bad situation if you find that your online reputation has been sullied. A great definition by the way for your “managing your online reputation” is here from Nick Stamoulis of Brick Marketing one of Boston’s best marketing firms…and I follow with 10 top spots to go to learn more too!

We’ve all had the kind of spam/scam/hack/blog idiot attack, I’m pretty sure, that attempts to gain traction over top of you and your SMB site, by bad-mouthing either you or your product or your services….and that hurts, I know! Why is the first question you’d ask…did this commenter leave such a scathing, illogical, incorrect comment after one of your own on a forum or message board or another blog article in the comment section? Why on say Yelp or on Google Places have your own reviews been slammed or worse, by someone you can easily see has nothing at heart other than to mock or hurt you or your busiess? Why on Twitter or Facebook do even more idiots make stupid slams against the restaurant or the shoe repair place that you commented positively on….when all can see that such comments are obviously false, obviously biased against that SMB without question and even easier you can see that they’re phony reviews/slams/scams! Why is the question of course, that no 0ne can answer….

Well, maybe they do if for money. Maybe your competitor or that new locksmith has hired someone to go to a review channel and wallpaper it with phony reviews and phony comments that are all false…all to make money. Maybe you mean like what we’ve found here at Yelp for locksmiths and here at a car dealership on Google Maps here locally too!

Or maybe they just have it “in” for that person or business like this poor Dentist as reported over at Mike’s Blog….and as the follow-up points out, there is an answer to this kind of online attack, eh! This kind of an attack is yes, personal and yes, based generally on subjective items that can almost defy interpretation as anything factual and concrete….but nevertheless, can hurt just the same. Sidebar here: I love the answer that the Dentist came up with and you should read that update link just above to see what I mean….

Or, maybe it’s a competitor who is trying to lower your own SMB’s online reputation to gain some traction for their own firm…and yes, I think that this factor is bigger than both of the above two previous examples, eh! Here’s one from the Apple iStore area, another here from TripAdvisor, still another here from Google Places Help area, and finally how they handled same in Wisconsin for locksmiths!

Okay, that’s a lot of reading, I know. And that’s a lot to ponder on and consider if you find that you’ve been unfairly reviewed or attacked online…but it’s a start. Read…learn….and then plan a course of action! Remember, that your online reputation will change and that only you can direct it’s overall course….which is a good thing, eh!

 

 

 

 

 

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10 Responses to “Online Reputation Management: 10 Fighting Tips!”
  1. Nyagoslav says:

    A good collection of articles here! I think there are three most annoying things for an SMB owner to see, regarding their reviews (starting from the least annoying)

    1. See a positive review being filtered out on Yelp or lost by Google.

    2. See a fake negative review left on their Place page/Yelp listing page.

    3. See a fake negative review staying strong and steady on their Yelp/Place page, while losing good, hard earned positive reviews as they are being filtered out or simply lost.

    I’m just having a case with a client of mine who has experienced all of these recently. He has 10+ great positive reviews on Yelp, most of which are filtered out. At the same time he has 2 negative reviews, which are pretty much the same, using the same pattern and being obviously fake, but well, they are stuck there forever. Currently from overall 10 five-star, 2 four-star and 2 one-star reviews, his overall rating is 3.5. What could be more frustrating than that? And you know, whatever answers you give to any of these reviews, still the first thing that a user would see is the overall rating, which is much worse than the deserved one. (as you like to say) Sigh…

  2. Jim says:

    @Nyagoslav…one thing to remember about Yelp – or maybe just about yelp.ca – is that for some reason the wait times for reviews to appear online (either + or – ones, it does not appear to matter) is that until there is ONE review posted, the others wait in what we call “Yelp purgatory.” i.e. the first review is written and then subbed, but for some reason, Yelp does NOT publish it until there is some further threshold that must first be surpassed….and then and only then do subsequent reviews written get posted. I dont know why that is, but we’ve tested same (and you’ve even noticed and twitted too, thanks!) that a post will be filtered by Yelp and held in same space till new ones are written. We’re still testing with our own sites of course, i.e. never with client sites…but hopefully, we can determine why there is this time threshold and filter-hold….and once we can empirically determine a course of action,we’ll blog about same here!

    Also, I note that your own client reviews fit that exact same area too….and I’ve no counsel on what to do until our testing is complete….but as I see it, this must be a ‘universal’ Yelp filter threshold awaiting discovery, eh!

    :-)

    Jim

  3. Online reputation cannot be earned in just a blink on an eye. Meaning you really have to work on it. I f you fail then try again. If you are really determined then try and try until you get what you want to achieve.

  4. Andrew says:

    Good article. I have always believed that Branding is about the interaction between the customer and the business. If a business has solid foundations isolated “bad press” can be managed. (Like the reference to SEO agencies, very good point, get the experts in). Also as highlighted by a previous commentor, Brands are not built over night.

    However it would be more damaging to a company to be suspected of deliberatly “bad mouthing” a competitor. If you suspect it is happening, and you can prove it, fight back.

  5. Jim says:

    @Andrew….great response here…and I’m glad to see that you and I also agree, that it’s true that brands are NOT built over night! And that fighting back is the only way to do so…but as the link to the dentist story shows, you MUST be considerate, careful and coherent when you fight….else online rep can be lost, eh!

  6. Running a local directory website business that uses REAL testimony from REAL clients as the basis of our advertising partners listings..I have to say we have steered away from un verified testimonials..good or bad ….We believe that the behaviour that best creates credibility and inspires trust is acting in the best interests of others ( both sides) ..and I absolutely believe that most ( if not all) ‘ un qualified / unverified ‘ customer rated sites contain a high % of questionable reviews..therefore this benefits neither the online ‘review believer’ or the business being reviewed.

  7. Vicky says:

    I always have Google Alerts set up so that I can watch whatever’s being said about my company online. I try my best to respond to negative comments and reviews and try to refute them with as much evidence as possible. Obviously, you’d need online reputation if things get out of hand, maybe even hiring a lawyer. Thankfully, I never reached that stage and never had any legal issues with anyone online.

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  1. BizSugar.com says:

    Online Reputation Management: 10 Fighting Tips!…

    Okay, what am I talking about here? Basically, what I am going to try to point out, is that if you wish to run a successful online reputation for your SMB and you think that you or your site has been negatively reviewed, then you need to tred carefully…

  2. Zoomit.ca says:

    Online Reputation Management: 10 Fighting Tips!…

    Okay, what am I talking about here? Basically, what I am going to try to point out, is that if you wish to run a successful online reputation for your SMB and you think that you or your site has been negatively reviewed, then you need to tred carefully…

  3. olddogg.com says:

    Online Reputation Management: 10 Fighting Tips!…

    Okay, what am I talking about here? Basically, what I am going to try to point out, is that if you wish to run a successful online reputation for your SMB and you think that you or your site has been negatively reviewed, then you need to tred carefully…