Whoever said “There’s no such thing as bad publicity” obviously never met Yelp. Or TripAdvisor. Or any of the other customer review websites that can make or break a business and disrupt an otherwise smooth sailing online marketing campaign.
If a negative review is showing up for your company on Google, this complaint is likely costing you business, and it’s in your best interest to counter or remove it ASAP.
How? You have a couple of options:
- Contact the consumer. If your review comes from a consumer with a specific complaint, the simplest course of action is to correct the damage at your source. Are they mad that you didn’t refund their shipping? Refund their shipping. Do they claim their product was defective? Send them a new one. Spending $20 or even $100 pleasing a customer is a worthy investment, consider dozens of customers it’s likely scaring away.
- Consult the Powers That Be. If your review includes information that you know to be false, you can try asking the website that hosts it to remove the offending content. You might even consider taking legal action.
- Cancel it out. Sometimes, despite your best efforts, negative publicity cannot be removed. In this case, your best course of action is to counteract the bad press by promoting a positive company image. This means a company blog, Facebook, Twitter, etc., and positive buzz on other forums and customer review sites to help push that negative feedback off the front page of Google.
Whether you’re working with an SEO company or doing your online marketing in-house, it’s important to keep tabs on your business’s reputation online. Sign up for daily Google Alerts of your company name — including variations: Ajax Union, AjaxUnion, AjaxUnion.com — to monitor the web for negative publicity.