Mistakes That Will Cost You Your Online Reputation

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Tone of Voice, or brand voice, is a key aspect of communication with customers. It determines the style of communication, the choice of words and expressions, formality or informality, and the use of "you" or "you". To create the right image of your brand, you need to carefully select the Tone of Voice and adhere to it in various uses of physician database types of communication, including phone calls, social media posts, and website texts.

Poor work with reviews
Let's look at the main mistakes:

Removing negative reviews

There are cases of deleting custom reviews from non-existent customers. Such reviews lack specific information, and often do not indicate the service or product that was dealt with. However, there is no need to delete such reviews for a number of reasons:

First, there is a risk of deleting a negative review from a real customer who expressed his emotions in this way. This can lead to even more negativity, including comments from other users.

Secondly, deleting such reviews may draw the attention of others to the possible forgery of reviews. Instead, it is recommended to ask the user to exchange contacts and offer to contact to resolve the situation.

Ignoring negative reviews

Established companies believe that a small number of negative reviews will not affect their reputation. However, we suggest looking at it differently - as a missed chance to gain additional benefits. A competent response to any complaints can not only retain customers, but also attract new ones. Thus, you can leave the concerns and objections of those who decide to cooperate with you.

Template responses to the client

Of course, we are not saying that you cannot use ready-made templates for responses. But if you respond to all comments with the same phrase, visitors may think that you do not pay enough attention to them.

Dispute with a client in the comments

It would be a wise decision to post a public and polite explanation of the misunderstanding. If the dispute continues, it is better to exchange contacts and continue the discussion in a private chat or by phone.

Ridiculing the commentator

It is understandable that some reviews may be inappropriate. Sometimes customers may blame others for their own mistakes. If a review makes the reader smile, the company representative should not ridicule their customer. It is better to calmly and respectfully explain the error, offer to discuss it or find another solution. Others should see your adequate and respectful attitude.



Delay in response to customer complaints
Yes, you can do everything right: listen to the client, offer a solution for him, write a polite and competent letter or comment, in accordance with the Tone of voice and other rules. But if all this happens too late, the client will not only leave, but may not want to come back in the future or recommend the company to his friends.

If you do not have enough time to solve the problem, inform the client about it, at least indicating an approximate time frame. Be sure to make it clear that the problem is being solved and you will return with an answer in a certain period of time.

Do you think there is no point in rushing to respond to negative reviews when the client has already left or is dissatisfied? Then now is the time to try to defuse their negative attitude by offering bonuses or discounts on future orders, instead of immediately solving the problem.



Low attention to online reputation
This mistake is most often made by companies that have been working exclusively offline for a long time. They have already established their reputation and have regular customers. Many ignore the fact that the company's absence on the Internet does not mean that it has not been talked about there.

Today, there are many platforms where customers can leave reviews about a company: rating sites, online platforms, and other resources. Proper reputation management involves constant monitoring of reviews and any information about your company. Only in this way can you promptly take the necessary measures.

Today, there are not only internal reputation management departments in companies, but also external specialized firms that help build trusting relationships with the audience.