In a January 2 article on Ragan.com, PRSA immediate past chair, Gerard Corbett, APR, Fellow PRSA, offers advice on how to manage negative online reviews. The article, written by Matt Wilson, explores the role of public relations professionals in managing online reviews. Wilson explains that one negative review visible to Google users can cause extensive problems for a brand or product.
Corbett lists several steps to follow when dealing with a bad online review, including:
1. Take the bull by the horns and investigate.
2. If the complaint is legitimate, fix it.
3. If not, mediate.
4. Post a public response, pro or con.
5. Be prepared to address inquiries, questions, comments if appropriate.
6. Move on.
Read the full article on Ragan.com for more tips.
