Now that you’re monitoring your online reputation with your new snazzy tools, can you remember that interior designer from Tucson who had the bad review written about her?  In my first post of the online reputation management series, I spoke of a designer that was raked over the coals (possibly deservedly or possibly not) for being unprofessional and inept.

If someone says something negative about your business online, what should you do?

Let’s face it, if you are a retail business or a company that gets a lot of traffic, you will probably get some bad reviews.  However, WHENEVER POSSIBLE, be sure to respond to those reviews or mentions.  A bad situation can actually be turned 180 degrees with offering a solution or offering to help.

Here are a few things to know about bad reviews online:

1. The writer may feel like they can hide behind a computer screen and when you publicly ask them how you can help make it better, they will back down and be sheepish.  You will also come across as looking good because your answer will be paired with their criticism.  For future onlookers, you will look like you tried to find a solution and that’s all most people want.
2. You may have legitimately done a very bad job and then you need to apologize and let them know that they are right.  Then be sure to list what you are going to do to make it better.
3. Go on the PR offensive.  Typically, there are plenty of people/clients out there thrilled with your service.  If the only person that has ever written about you online wrote something negative, appeal to your happy customers and clients, asking for their honest reviews.  Most of them will be glad to oblige and 5 positive reviews will quickly drown the negative.

In the very rare cases of libelous material, respond to the writer privately and ask them to take the material down.  If they don’t, figure out if you want to consult an attorney.  This happens very, very rarely so don’t lie awake thinking about it at night.

The Curbed Network, which boasts 1.2 million unique visitors for its regionally-focused real estate blogs, launched a new blog today called Curbed National that will concentrate on home design and décor. Per the first post, the site features “Malibu dream houses to Wyoming ranches to Maine cabins, and all residences in between.”

Introducing Curbed National

With the number of unique visitors that Curbed already has, who are interested in a similar industry, this blog is sure to be a significant player in the design industry blogosphere and will be one to watch for online PR opportunities.

Visit Curbed National.

I can already hear the rumblings of controversy based purely on this title.  Over the past few months, our social media division at Gibson Design Management and our subsidiary media company, OttoPilot Media, have been discussing objective ways to measure our social media efforts for our clients.  This has included discussion of customized metrics for each of our clients based on business and marketing goals.

I’m going to say it, so argue away: having more people “like” your Facebook business page is better.  This does not mean that you can just stop there.  You still need engaging content and someone consistently monitoring and responding so that it is a conversational platform.

When I first graduated from college and worked in sales and marketing for NVR, we were taught that a large part of sales is a numbers game.  If you don’t speak to anyone, and you don’t set any appointments, and then you don’t write any contracts, you’re not going to make any sales.  However, the (qualified) leads that you generated and the more appointments that you had meant that statistically you would be more likely to achieve your sales goals.

Don’t get me wrong- it did matter that these leads were qualified and that I was good at my job.  I wasn’t sitting down with 15 year olds who wanted to buy an $800,000 home.  However, these interactions were one-on-one.  It does not cost you any extra money on Facebook to reach 100 or 1,000 additional people via your page.

With Facebook, every time that you post, the number of people that post reaches is purely the number of people who “like” your page.  If that number is larger, you have a greater reach and reach is an important metric.  If your objective is brand awareness, having more people know about and like your brand is important.  If your objective is more sales, you are more likely to sell something with a greater audience.

We are very excited to be working with Ondine Karady, former set decorator for Sex and the City, finalist in Bravo TV’s Top Design, and acclaimed interior designer.  Ondine was just recently named one of 20 Young Designers by Traditional Home.

We will be working with Ondine on spreading her great design and personality even further through the beauties of social media and online PR.

As part of the 20 Young Designers feature from Traditional Home, the magazine is holding a Reader’s Choice contest.  Please support Ondine and support us by voting for her!

Note:  Make sure that you click on the “Vote!” button and not just the “Like” button to vote!

Also, by voting you are automatically entered to win a complete room design and $5,000 in fabric to outfit the room so there’s some extra incentive…besides your undying love for us.

Should every business have a website? ABSOLUTELY.

Why? Here are our top 10 reasons (but trust us, there are many more):

1. Credibility – Having a website gives credibility to your design firm. It gives you an opportunity to establish yourself as an expert in the field.
2. Portfolio – An online gallery of your work is important for any business in a design related industry. A website is the easiest way to display examples of your work. Your portfolio can speak the most about who you are as a designer.
3. Feedback – Your website is the easiest and most efficient place for your clients and the design community to find you and contact you with feedback. Good feedback and testimonials are a great way to establish credibility.
4. Around‐the‐Clock Access – A websites makes your information available to clients and potentials 24/7. Even when you’re not working, your website is still working for you!

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