You’re never going to please everybody, and at some point, somebody is going to post something online about your company that makes you look bad. In some cases, the information will be flat out incorrect. In others, it will be a matter of opinion. Regardless of the circumstance, it’s important that you act fast to minimize the damage to your brand.
So, what should you do when a blogger lets loose on your company?
- Leave a comment—Show the blogger and the readers that you care about making things right. Leave a comment on the blog addressing the statements made about your company. If there is any misleading or false information, point it out in a professional, polite manner.
- Don’t be defensive or hostile—No company ever looks good when being defensive. The internet is a tough place, and the more defensive you get, the harsher the criticism will become. Stay professional.
- Contact the blogger directly—Most bloggers will post their contact information on their website, or you can find them on Facebook or Twitter. Get in touch with the blogger directly to try to smooth over the situation. If there are any inaccuracies in the article, let them know. If you made a mistake, try to see what you can do to correct it.
- Stick around to monitor the ensuing conversation—After you leave your initial comment addressing the blogger’s criticism of your company, you can bet that others will probably respond to what you have to say. Stick around, and if you feel the need to jump in again on the conversation, do so. But stay professional and don’t get into spats with other commenters.
- Know when it’s time to move on—Eventually, there may come a point where you’re not going to change the blogger’s opinion and you just have to move on. Bad press happens, and one article isn’t going to kill your reputation. You just have to continue to actively monitor your reputation online.
Have you ever been ripped by a blogger? How did you handle it?