Deal Effectively with Negative Situations by Understanding the Differences between Them.
Knowing the difference between reputation management, crisis management and review management is important for a business. It will make it clear for you as an entrepreneur what measures to take in each of the cases and manage resources efficiently.
A crisis is a situation that is currently developing. It can be a scandal, a faulty product or some unforeseen circumstances that negatively impact your business activity. Usually crises attract immediate attention of the media. It’s very difficult to predict a crisis situation, but your company should be prepared and have a plan in place that spells out how to handle crisis-related issues. Having a reputation management company already is extremely helpful in this kind of situations. Otherwise, you will waste precious time during a crisis breakout searching for a company to help you.
Sometimes a crisis can influence a company’s reputation. This translates into negative content on search engine results. Reputation management will help mitigate consequences of negative events or situations that might affect the brand’s image perception. There are cases when a single negative headline has demolished the reputation of a company. For example recent incidents with airline companies that have removed passengers to accommodate others. These may be isolated examples; however crisis situations have clearly affected the reputation of airlines. This will now take a lot of effort and time to restore previous levels of confidence in these companies.
It’s also helpful to set apart an online reputation issue from an online review issue. Having negative reviews, especially online, with no other negative content is a clear review management issue. Most of the time companies in the servicing industry like restaurants, cable companies, hotels etc. are facing this kind of issue. When customers become frustrated with the service, they find it easier to express their discontent online via negative feedback. This influences potential customers when they visit Google, Facebook or any other review site and see a lesser than stellar rating. The bandwagon effect is real on social media and every company nowadays should be aware of it.
Don’t let an immediate negative situation affect your company’s activity more than it should. Being prepared for every type of reputation hiccups is an essential part of being a successful company. Know how to address specific situations that might come up and if you need help in these matters; don’t hesitate to hire reputation experts that can help you deal with it in a professional manner.