Are you tired of having a 5-star online review profile? Want to spice things up a bit, the next time a customer has a complaint? These five tactics are a foolproof strategy for ensuring your online review rating bottoms out to 1-star! 1. Ignore your customer Most customers complain online because they felt as though you didn’t care about their experience. Perhaps a staff member was apathetic, an email unanswered, or no one bothered to reply to their tweet. When a customer determines that you’re not interested in resolving their complaint they become motivated by revengeful altruism. They want to
When you’re the underdog in a close college football game, you need all the momentum you can get. So, when Dave Doeren’s NC State Wolfpack found itself with the momentum it needed to take on the #1 ranked Seminoles, the last thing it wanted was something that would slow down the game. Unfortunately for the Wolfpack, FSU had two players go down with injuries during critical offensive drives. As a fan in attendance, I can see why Doeren and around 50,000 biased onlookers would suspect the players of faking their injuries. But, when all you have is suspicion, you can’t use
Every year has its fair share of notable reputation disasters, and 2014 has been no different. With NFL scandals coming out of the woodwork just as the pre-election political drama is heating up on those bendy new iPhones, it seems like no one is immune to reputation damage this year. Aside from hoping that your drama is overshadowed by yet another athlete/politician/celeb behaving badly or a much awaited tech release gone awry, what can you do to keep your nose clean throughout the remainder of 2014? We’ve compiled a handy list of tips and tricks to help you get through
In my latest book, Repped, I outline a number of different ways to handle negative reviews about your business. Fining the customer is not one of them. You’d think that would be a no-brainer, but that hasn’t stopped some companies from inserting language that essential results in a “fine” for any negative reviews posted online. Well, under a new law, just signed by California governor Jerry Brown, consumers are now protected from so-called non-disparagement clauses: This bill would prohibit a contract or proposed contract for the sale or lease of consumer goods or services from including a provision waiving the consumer’s
In a desperate effort to get back on top after two major tragedies in several months, Malaysia Airlines launched a large, and very inappropriately named, contest. On Monday, the “My Ultimate Bucket List” contest was announced. The company promptly attempted to erase all evidence of the contest just two days later following public outrage. A statement from the airline said that the contest in Australia and New Zealand was “found to be inappropriate at this point of time,” and “The airline appreciates and respects the sentiments of the public and in no way did it intend to offend any parties.” People were less
You hear this complaint a lot in reputation management circles… Mercurio, the owner of an auto-body shop called Wheel Techniques, said that Yelp posted “false reviews” to get him to advertise, and Chan, a dentist, claimed that “Yelp removed nine 5-star reviews” from her page after she refused to advertise, the ruling states. After Chan gave in and signed an advertising contract with Yelp, her overall rating increased to four stars and several five-stars reviews were re-posted, she said. After losing their original class action law suit–claiming Yelp’s extortion–the case was this week similarly dismissed by an appeal court. Of
They all make the top ten of Glassdoor’s new infographic showing the companies with the best culture and values–as voted by their employees. The fact that Chick-fil-a makes the list is a strong reminder that your business doesn’t have to have a strong reputation with everyone. If it can resonate with its employees and its customers, it will do well.
A new study shows that Brits are increasingly turning to social media to vent their frustrations and share their complaints. That’s all well and good, unless you happen to be a patient at a Braintree GP surgery. They’ve decided to stretch the NHS zero tolerance policy to social media–meaning that your only option to complain is in writing to the practice manager: The surgery claims they are trying to stop abusive comments and “appalling language” but the actual sign doesn’t seem to reflect that. It would have been better if they had been honest and simply claimed that they are not
In my recent discussion with Martin Brossman, I mentioned the concept of “digital shrinkage.” For those of you not familiar with the retail term “inventory shrinkage,” it might be good to get that baseline definition: The loss of inventory that can be attributed to factors including employee theft, shoplifting, administrative error, vendor fraud, damage in transit or in store and cashier errors that benefit the customer. In the traditional retail industry, shrinkage is calculated and accepted as a cost of doing business. It can be mitigated with checks and balances, but for the most part, retailers accept that 1 to 3%
Just a quick note to let you know that my new book, Repped: 30 Days to a Better Online Reputation, is currently on sale for just $0.99 for the Kindle version. If you’ve not yet picked up a copy, I promise you’ll find at least one lightbulb tactic that will be worth the dollar you spent. You’d better hurry though. The sale ends tonight! Grab your copy here.