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  • http://findingourwaynow.com/ Susan Cooper

    Duh!  It is common sense but one we don’t often think about it until it is way to late.  Thanks for the reminder and the great post.

  • http://findingourwaynow.com/ Susan Cooper

    Duh!  It is common sense but one we don’t often think about it until it is way to late.  Thanks for the reminder and the great post.

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  • http://www.digett.com/ Amy

    The difficulty with online brand management is that it can be a 24-hour job, but most companies don’t have the resources to staff it full-time. Smaller businesses need to be extra careful to monitor overnight activity when they come in in the morning. 

  • http://twitter.com/acmasterpainter Andy Crichton

    Common sense is the least well developed of our senses and articles like yours are a good reminder of the business basics we need to attend to online. 

    We cant embrace the internet and just focus on the amazing reach it provides to get people interested in a product, company or service in the first place. There is another side to reach, and as you say, the reach of certain feedback can be a lot stronger and deeper than businesses might expect. 

    Such a tiny percentage of readers are motivated to leave positive comments even about things they really like or view points they agree with, and sadly, but importantly, the small percentage of a customer or reader base who decide to post complaints have an even louder voice than the service or company being complained about.  

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  • http://www.bristrades.com.au/ Andrew @ BrisTrades

     So true Jeff. Our customers are part of our company – whether we like it or not. We love using reputation and loyalty when in our favor, but you are correct – it swings both ways. Prevention is best – having a constructive mission and product is a great start, then defend and respond as required. Thanks for the great articles Jeff.

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  • http://www.kpib.co.uk/pay-per-click-ppc/ PPC Management Company

    Also, remember that haters are going to hate. If you get 100 raving reviews, you’ll get a couple of complaints or hate post. If it’s a valid complaint, remember you have the power to redress it. If it’s just a hate post trying to undermine you and your business, then “kill them with kindness”. Do not lose your cool- ever.

  • RobG NJ

     Over the years a local used car dealer has received about 10 positive reviews and 1 negative reviews on Yelp.  The Yelp filter has suppressed (filtered) the 10 positive reviews but not the negative one.  The dealer has made numerous attempts to reach the ‘customer’ associated with the negative review, but the individual has evidently refused to respond.
    This type of behavior on Yelp’s part seems unfair (to filter so many positive reviews, and to not take into account that the ‘customer’ refuses to allow the company to try to address a complaint.  This business has an A+ on BBB (unlike most car dealerships).  What is your opinion on Yelp hiding behind an automated filter without providing a manual verification process for certain circumstances?

    • http://writeandgetpaid.wordpress.com/ Denise Gabbard

      Interesting that Yelp would “filter” the results of positive reviews. That seems counter-intuitive to what Yelp is all about, and I have never experienced any filtering on the site. Can you share how you know they are doing this? 

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