Does GoDaddy Need Reputation Management?

Is shooting elephants a bad thing? PETA thinks so. Animal rights activists of various stripes think so. Even average Joes who don’t hop on the animal rights bandwagon are betting against it. But GoDaddy CEO Bob Parsons is setting his entire reputation on it.

Sounds odd, doesn’t it?

Parsons decided to help a few African villagers survive, so he staged an elephant hunt and captured it on video. Then he posted the video online. Today, he’s roaming the free world defending himself through media interviews. It’s reputation management in overdrive.

The problem is, this kind of reputation management necessity could have been prevented. But when your company is being led by someone who actively seeks controversy, prevention likely won’t be a consideration. You’d better pull up a pound of cure.

The best kind of reputation management is to not need any in the first place. I’m not going to say shun controversy entirely, but if you are the type of person who seeks it, be sure to count the cost beforehand. Choose your controversies carefully. That may be where Parsons went wrong. He didn’t exactly choose wisely.

Online reputation management is a tough job. It’s costly and it’s time consuming. Your better off not needing it. But if you do need it – and GoDaddy always seems to need it – need it because someone else is shooting bullet holes in you. Don’t need it because you’re shooting yourself in the foot. Puns intended.

April 3rd, 2011 / Reputation Management

Online Reviews And Reputation Management

There are plenty of websites online these days that offer consumers a way to review your business. Some of them are local directories and others are global websites like Google. Either way, a negative review online has the potential to hurt your reputation. However, you can turn a negative review into an online reputation management win in just a few simple steps.

  1. Step 1: Keep a cool head. Don’t retaliate by posting a ranting response or threaten the reviewer. Everyone who reads the review will read your comments and that won’t look good for you either way.
  2. Step 2: Say ‘thank you.’ It might seem odd, but a soft thank you for the review can go a long way. Let the reviewer know you care about their concerns.
  3. Step 3: Apologize. Yes, you should apologize for the bad experience. This tells the reviewer that you have listened to their concerns and you are ready to make it right.
  4. Step 4: Make an offer to fix it. Tell the reviewer you are willing to make the problem better by offering a free service or a discount as a way to make amends. If possible, send a private message. If that is not possible, leave your phone number on the review site and make your offer public. If the reviewer doesn’t give you the opportunity to fix the problem, then at least anyone reading your response will know that you’ve made a good-faith effort.
  5. Step 5: Follow through. If you make any promises, keep them. If you tell a reviewer, or any customer for that matter, that you’ll do something, then do it. The best reputation management is good customer service.
March 18th, 2011 / Reputation Management