I don’t need some Online Repu…ta Manager, or whatever!
We’ve all been there – denial is the mother of not moving forward.
Lately I’ve been contacted by few companies who had not so perfect online reputation. They heard about online reputation management, but didn’t really now anything about it. They wanted to know something more about me, online reputation management in general, and methods used in this field. So I went on and on, talked a lot. I mean, A LOT! Here’s a little part of the conversation I had with one car dealership owner who had about a dozen complaints on several well-known websites:
Mr.X: So, you really think that this thing you do, what’s it called….management, can really help me get more customers?
Me: Well, as I already said, people are not going to trust you or your product if you have several complaints against you, your company, your employees or your services. It doesn’t work that way. What we need to is make sure you resolve your previous complaints, apologize for the….
Mr.X: Hold on! I don’t want to apologize! It’s not my fault someone posted some (beep!) about me on the Internet! And even if we do what you suggest, what makes you so sure someone else isn’t going to post something else there? You know what, I don’t need your services. My business isn’t going that bad. Whoever doesn’t want to deal with me just because I have severeal complaints, I don’t need them. Bye!
So here’s my thought – why do some people think that bad online reputation isn’t bad for their business? My parents always told me to use my head and logic when in dilemma, and isn’t it logical for a company with poor reputation to have a poor business? Do they really believe their business is not going to suffer once potential customers learn about their complaints and bring their trust and money to their competitors?
Denial, I guess.
I might be wrong, but I don’t think there is a certain way to show companies in denial what their reputation really means. One’s company product, customer service or anything else they do can really greatly depend on their exact reputation on the Internet. Dealing with denial fans isn’t really a job for someone who makes their living helping people clean their slate.
What will really happen, only time will show. I have few ideas, though. Maybe once it’s too late to work on one’s reputation, one will finally realize what good reputation means. Making current customers happy and attracting potential ones is the key – the key a lot of business owners don’t even know they need.