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Reputation Management
Reputation Recovery Plan
A structured process for handling negative reviews, generating positive feedback, and protecting your brand.
Guide
10 min read
What you'll learn:
- Respond quickly (within 24 hours).
- Keep it professional and empathetic. Do not argue online.
- Move the conversation offline: 'Please contact us at [Phone/Email] so we can resolve this.'
- Implement an automated review request system.
- Send requests via SMS and Email immediately after a successful transaction or positive interaction.
- Timing is critical: ask when the customer is happiest.
- Set up alerts for brand mentions and new reviews.
- Regularly audit all review platforms (Google, Yelp, Facebook, BBB).
- Use a unified reputation management dashboard to track sentiment trends.
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