Sometimes, the need to monitor from a reputation management perspective hits really close to home. We recommend clients use our service to closely monitor their mentions online to alert them to any potential problems or negative posts, and of course we use the system ourselves.
At CustomScoop, we’re very proud of the work we do and are accustomed to coming across accolades more often than complaints. When we do see the occasional complaint, it’s something we’ll look at objectively, to see if there’s a way we can improve. We realize we can’t make everyone happy all the time, and that’s fine–it’s how we learn, refine, and improve our products and services.
On very rare occasions, there are the Reputation Vampires. They suck the life out of your day.
Today Wednesday we came across a very negative complaint, where someone purporting to be a customer said that we failed to deliver on a job to remove posts from blogs made by a former employee.
We can certainly see how we would be unable to meet his expectations in this — it isn’t a service that CustomScoop provides. We’re an online media monitoring, measurement, and analysis firm, not a reputation repair firm. Clearly, the person leveling the complaint is at best confusing us with another firm–at worst? Let your imagination run wild.
It’s one thing to know that you shouldn’t chase every rabbit. But it can be difficult to heed that advice when someone levels a completely unfounded accusation at you. It’s even worse when you see that unfounded accusation on page one of your Google results. You want to ask the site to take the fraudulent accusation down, and that’s a natural–but in this era, futile–response.
(As to the typical corporate response, we’re New Englanders and too cheap frugal to call our lawyers. That doesn’t work either anyways.)
We tell clients all the time that it is important to have an active monitoring program, and that it’s incredibly useful to have a blog in place to use to correct the record and respond when needed. Check and check. We’ll continue to focus on what we do best: providing timely, accurate, online monitoring to our clients.
And, once more, with feeling: we do not offer reputation repair services!