Much of our work involves helping companies in dire straits.
These are companies that have spent untold amounts of money and time
building the brand name of the firm, products, services or
…only to see those efforts torn down by people on the Internet
complaining or worse, lying about them.
True, online reputation management involves a lot of Search Engine
Optimization and marketing jujitsu to help repair the damage.
But there is something else you can do that will really paid massive
dividends in the future for your reputation.
That is the skill of listening to complaints and finding ways to not
only resolve those complaints but turn the complainers into life-long
The analogy I use here is the Apostle Paul of the Bible. Many people
don’t know that before his famous conversion on the road to Damascus,
he was known as Saul. Saul was a vicious dude who went out of his way
to kill early Christians, even taking pleasure in it.
But one day he saw the light and Jesus appeared to him. From that
point forward, he threw his zeal into promoting Christianity all
through the then Roman Empire.
The same qualities that made him an ultra-bad guy turned out to be
qualities that made him into the most famous Apostle of the early
You can do that too. Don’t just offer your customers money back if
the product breaks. Apply the “and then some” rule. Replace the
product with a new one…and then some. If your restaurant customers
complain about the service or the food, don’t just apologize and
offer to give them a free dessert. Give them a free dessert and then
some…perhaps a gift certificate for a future visit.
You see, by doing this you take all that rage and anger they had and
jujitsu them 180 degrees. Not only do you resolve the crisis, you
shock them with your generosity.
If you do this right, you will see the power of the Internet in
another way…the power of positive word of mouth.
Need help fixing your online brand reputation? Contact us at