Reputation Management
I know. It’s hard not to retaliate or do your level best to slime someone back when they get on YELP and elsewhere anonymously (cowards that they are) to destroy your reputation. Just know that unless they give their names, they’re probably competitors just trying to knock you down a peg. (Most review site visitors understand this, too, so the attack probably isn’t laying much of a glove on you. It just may feel that way.)
If you’ve read Likeable Social Media by Dave Kerpen you know there’s a whole section on reputation management–how to do it right and how to avoid doing it wrong. (I highly recommend that you read this excellent primer on social media if you haven’t already. It’ll save you a lot of headaches.)
If the criticism is true…
If even a kernel of the review/criticism is true (or even if it isn’t but you realize there has been a misunderstanding on the part of the reviewer), publicly (in the same thread) ask him or her to reach out to you off-line immediately (if you know who it is that reviewed you) so you can repair the fracture. If you do this right, former critics often become your greatest allies. They may well get back online and say something like, “Boy, was I wrong when I wrote my earlier review of this (product/service/business. ) As soon as they found out I was upset, they met with me and straightened it out for me. They really care about getting it right.”
Take comfort in the fact that “Nobody’s perfect” (Jack Lemmon, Some Like it Hot). If you mess up but then you own up publicly and privately while doing your best to make it right, you’ll be forgiven and the matter will be forgotten.
If the criticism is untrue…
If the review/criticism is untrue, take it offline, too, if you can determine who the reviewer is. If the reviewer is anonymous and there is no way to connect with him or her except online, respond online (in the same thread ONLY!) with utmost professionalism and levelheadedness. Document what actually happened without resorting to character assessments (or character assassination, tempting though it may be!).
Hint: If you can adopt or approach the mindset of the Dalai Lama while responding publicly online, so much the better. Realize this: you simply cannot win a pissing match with a skunk–but you can end up so smelly (if you’re not deeply diplomatic when you respond) that the whole community will find out about it. (NOT a good thing!)
Criticism can sting whether it’s true or untrue. If it’s true, see what you can do to correct the situation; then learn from it and move on.
