We aren't reputation mangers, we are reputation 'monitors'....

Many companies offer 'Reputation Management' in their portfolio of services however at best they are more 'monitors' than managers. Once a negative review hits the Internet it is usually too late to save that customers experience but it is always imperative to try! Sometimes you can save the customer and earn them back but as important is how you are viewed by potential customers who are surfing reviews looking for a company they would feel good doing business with. A company that is responsive and shows a willingness to be open to the customers point of view and quick to react looks far better than a silent, unresponsive (read: uncaring) company. Timing is everything as they say and responding to reviews is in the category of everything! Once a typical reputation management agency is alerted to a review they will generally post a vague, generic reply thanking the customer and when a negative review gets posted they will email for direction on how to respond. In the case below the email came the day AFTER a seriously negative review had been posted to Facebook, and copied and pasted to Yelp and Google Business as well. Luckily I had spotted the review almost instantly and reached out to the customer, by the time I got the email she had not only been taken care of and was thrilled with the response but she had pulled the negative reviews! Its your business, your partner companies should feel the same urgency as you do when managing how your company is viewed online, shouldn't they?