Your brand’s online and offline reputation is something of prime importance. Although praise and criticism are a part and parcel of every industry, there is a thin line between how much is okay and how much is not.
What Kind OF Criticism Is Okay And What Kind Is Not:
Dealing With 2 Kinds Of Negative Feedback
To understand which criticisms are okay, you need to understand why the consumer s complaining.
Complaints arise for various reasons like inconsistency in products or services, discrepancies in commitments, errors, flaws, and other such genuine reasons. Sometimes there can be mistakes or problems from the company’s end. These need to be attended to.
In this case, your company’s brand image improves when you deal with the crisis aptly. No matter how big or small it is.
However, there are people who do not care about your brand or the services. There are some who would only be interested in gaining popularity at the cost of your work, they intention would be to sabotage your efforts.
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In this case, your brand can recover through keeping silent and not reacting to the person trying to create damage. Of course, one would need to take action if it goes beyond a certain limit; else it’s better not to pay heed to those who aren’t genuine.
Key Tips Of Action And Response To Tackle Negative Brand Image/ Negative Branding Or Reputation
1. Understand The Issue And Take Adequate Action
It is important to understand why a negative image is being created. The question “why” needs to be asked and the cause needs to be understood. Your next corrective step will be based on this.
If it is only to sabotage, then you need to respond politely and see how the matter can be resolved or you can continue to do good work. If there is a fault, reach the bottom of it and genuinely try to solve the customer’s problem.
2. Let Them Know That You Are Listening
Be a keen listener. Respond promptly and let them know that their feedback is valuable and you would certainly try to resolve the issue. And genuinely, do try to resolve the issue.
3. Communication And Accessibility
Let people be able to reach you and you should reach out to people. To overcome a negative reputation, it’s important for you to be accessible, approachable and for people to be able to communicate to you. You on the other hand, should also communicate and let them know of updates.
4. Don’t Take It Personally
The most important rule is to keep you brand ahead of any individual. Your brand should be represented well and no comments need to be taken personally. Act professional and wise.
5. Stay Calm
Don’t react strongly. Be level headed. Your solutions should add to long term strength.
6. Close The Loop
Once a problem is resolved, close the loop and let the consumer know the problem is solved. Ask them if there are any other concerns and ensure that the matter is closed.
7. Be Genuine – Get Testimonials
Finally, if you have been doing good work, there are always going to be people who will talk well of you. Make sure they are by your side and they should help you gladly. No harm in getting testimonials to do the talking – but of course, you need to do that smartly.
Overcoming negative reputation often takes hard work and smart thinking. It’s always good to get the best brains at work!