Till now whenever someone had a negative feedback or a complaint about a service offered by some Business, the buyer had a option to send a complaint using the Complaint box available at most companies and these would be fixed. But the tradition has now changed and people have started posting these complaints online on the Internet which are easily accessible with others and this could lead to a lot of business loss. There are now hundreds of websites where in users can easily publish complaints and talk negative about any brand or service and the main problem with these is that the corporates cannot easily remove them. For a service buyer or a user posting a complaint against anyone is very easy task on the Internet and for this they don’t even have to take permissions or wait in queue because it just takes a few minutes of time. If the complaint is legit the original business would get a lot of loss in their Brand Image following which they will have to post followup in the same complaint pages against the wrong information posted.
There have been many cases where in Business Competitors post fake complaints and wrong information against businesses and for these, the corporates even end up paying thousands of dollars just to remove these bad information from the web. Here are a few tips on how to overcome to this problem and what is the best solution available to save up your brand.
Sending Apology Letter to Customer : 
The first and foremost step would be to send a nice request email to the complainant in order to make them satisfied. If someone is not happy with your service and is looking for a refund of the payment they have made or else some other request first contact them with a nice and sweet email with a guarantee that you would try your best to solve their problem and also make sure that they would be happy based on the service you are going to offer now. This could be done by sending an email which would be looking something like this – Sample Business Apology Letter to Customer for Poor Service
The above Sample letter would make the customer give a little bit of satisfaction following which they could get a chance to directly get in touch with the higher authorities and fix the problem. This polite and simple way to fixing up the issue can help you in making the client feel that he has now got a mail from someone who would most probably fix the problem, following which they would remove all the complaints and negative posts they have written about your service on the Internet.
Finding Website Owner : If the customer is not interested in fixing up the problem and if you are left with no other option, then its better to ask the website where the complaints or feedback to remove the same. The website owners can be directly contacted using the ‘Contact Us’ page but if you don’t get any response through it, you will have to find the owner of a website using the Whois information. The whois websites would give you information on the Domain Registrants Name, address, phone and contact email address. Using these details you can contact the complaints website for removing the complaints if they are posted with wrong accusations.
Contact Web Host : If the Domain Name Registration details are not listed then its better to contact the web host who can help you in removing all the violations listed on a website. Most of these hosts have a “Unauthorized Personal Material” claim form which you will have to fill in and send it back to them which would be verified and then also forwarded to the website owner. If there is no response from the site owner then the whole site’s hosting account would be suspended if not he will be removing the pages from the website which have got the issues.
Report to Google : This can be considered as a final step towards your approach in order to remove the information which is listed on a website and displayed in the Google Search Result. In this case you will have to visit the Google’s web page removal request tool at https://www.google.com/webmasters/tools/removals?hl=en and fill the form using which there are chances that the result page would be removed. The conditions which are acceptable under this request are :
- Your social security or government ID number
- Your bank account or credit card number
- An image of your handwritten signature
- Your name or business published on an adult content site spamming Google’s search listings.
- Infringement of copyrighted content like text or images
Try to proceed to all these steps with a lot of patience because a nice and polite email can help you in fixing up your problem and remove all the bad information posted about your computer on the Internet.
Good information for online reputation management for BRAND
Yes. Always make the customer happy. If they have complaints, listen to them. Try to give them what they want. If they want a refund, give it to them. Without the customers, you will be out of business.