The digital economy has been built on ratings and reviews to enable people to ‘window shop’ online. However, it only takes one disgruntled former client or customer to ruin a good reputation by posting a negative review, no matter how false or misleading that review might be.
6 strategies designed to help minimise damage and avoid costly legal proceedings:
Contact the website which has published the review to ask that the material be removed,
Contact the client or customer who has left the review and try to resolve the issue that has arisen,
Request that the client or customer remove the review or write a further positive review about the way the issue has been handled and resolved,
Write a short and factual online response to the review addressing the issue, or inform the public that the reviewer’s comments are unfounded and what the facts are,
Update your website, publish an article, run a promotion or launch a new product. The aim here is to create online news and chatter that will divert attention from the negative review and add new positive reviews and announcements, and/or
Seek independent legal advice.
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