Reputation management is the act of improving the perception of your business in all the places where potential customers or stakeholders (employees, competitors) are likely to be searching to find out about you. This can be done be seeding good news stories, sharing the ups and downs of your business and making yourself accessible to your customers and stakeholders as much as possible.
76% of UK consumers say they do research or get inspiration online before they make a purchase. This means it is more important than ever to manage what is found about you when your potential customers or clients type your business name into the search engines. Anything that people say about you, positive or negative, has an impact on your reputation.
If nothing at all comes up with a search of your business name, but there are lots of search results for your competitors, it’s likely that prospective customers will choose your competitors. Likewise, bad publicity can be the difference between the success and failure of a business.
Googling your company name may help identify the following;
A plan prepared in collaboration with you and specific to your business. Typically, we would begin by drawing up a list of all the situations that could arise which might damage your reputation.
The plan would include practical information; guidance; holding statements, and a protocol to be shared within your organisation so you are ahead of the game should a crisis arise.
One of my co-directors was found guilty of drink driving. I was concerned that if it got out, we’d suffer from negative press and loss of business. As it happened, there was no backlash but being able to contact you and have some pre-prepared statements and letters ready was reassuring.
Your calm and steady approach was everything I needed when my business was being unfairly criticised in the national press. You stopped me from responding in haste, which I realise now, was the worst thing I could have done! Thank you, thank you, thank you.
My business was facing a torrent of unfair criticism on Facebook. It stemmed from one negative post by an ex-employee and escalated like wild fire. Your level-headed, practical advice helped get the negative comments removed. Thank you from the bottom of my heart.
I thought the problem would go away if I ignored it. It didn’t. I was reluctant to use you but can honestly say, your support and advice helped pull me back from the brink. Your patience, clarity of thought and advice were just what I needed to get me through the emotional roller coaster.