There’s an old adage from the Retail and Restaurant industries that says, “It takes a lifetime to keep a customer, and one bad experience to lose them.” For the most part, a bad experience would cause the loss of the affected customer, possibly a small group of friends and family due to word of mouth. Rumors then spread damaging the reputation the business worked hard to positively maintain. Most of the time, unless a comment card was left or feedback was immediately given, the business owner was clueless that there was a bad experience, what the bad experience was, and the resulting loss of customers and their business.

When it comes to the Internet, a bad experience hits the web and immediately becomes viewable to thousands or millions of potential clients and customers. With smartphones, a bad review can be posted before someone even leaves an establishment. This could be devastating to any business, but by engaging in Online Reputation Management, it doesn’t necessarily have to be a bad thing. Online Reputation Management for your business can be the savior you need that makes the difference between happy repeat customers and potential business that looks the other way.

Ignoring a problem doesn’t make it go away, it only makes it worse. There are plenty of examples of businesses of all sizes finding out too late that bad information, rumors or vindictive venting was available for anyone with an internet connection to see. This causes loss of potential business, and in some cases, a business that’s unable to continue due to public perception, (even if it’s false and unfounded.) If you don’t address the problems that your customers have, and that they went out of their way to address, you can be viewed as uncaring, unsympathetic and the perception is that you don’t care about your customers.

Setting up Google alerts is important to get notifications when content becomes available that mentions your company or brand. Once you have information on how to find what’s being said, it’s important to address the questions and concerns that are there. Remember, this isn’t a vendetta in many cases; it’s someone who put good faith into your business and expected a fair return. Don’t engage in a back and forth verbal sparring match, even if you feel you are in the right. Breathe. The goal is to address the concern and try to turn the bad experience into a good one. When handled properly, what was once a lost customer can turn into returning, repeat business, raised customer trust and new business that is now aware your company is active in addressing and resolving issues that come up. If at all possible, it is not out of line once a dispute is settled to request any negative comments be revised to reflect the resolution you’ve may have had.

In review, it’s now become critical for businesses to be proactive and take charge of their Online Reputation Management. Remembering some of the important tasks to manage (tracking what’s being said, setting up alerts, addressing negative reviews, highlighting positive ones, reaching out to the customer to resolve disputes and issues, remaining calm through the entire process) is key to building up a positive shield around your brand and limiting the damages done by negative reviews and ratings.

If your day to day duties prevent you from taking full charge of your online business reputation needs, it’s best to enlist the services of a good Online Reputation Management and Search Engine Optimization company to handle this for you.