said 1 year, 4 months ago:
This is also called Reputation Management.
@Debbie Lynn Butler had great suggestions.
1) Always monitor what is being said about you online through Google Alerts Google Reader or Trackur or Alertrank or Social Mention for your Company Name and Personal Name.as well as your product names. In that way, you are on top of the good and the bad “at the point of the consumer’s experience”. If possible, set up a regular monitoring schedule and set-up the above tools to streamline the process.
2) When you encounter a bad review of your products or services, approach the person online to clarify their issue with good listening skills, and graciously responding to allegations, complaints or concerns
3) Then take it “offline” to offer solutions to their problem such as Debbie said or offering a full refund if that is the only way to resolve the issue.
4) If nothing works in approaching the person to resolve the issue and it is in an article or blog post, for example, politely request removal or an edit of the original post with the correct information. If not possible, then the last resort is to post a comment with a tactful correction of the post, and re-direct the comments by referring to a link of a blog post you have written to address the issue and resolve it. As well you can encourage comments and questions.
4) To counter balance bad reviews, gather as many recommendations and testimonials as your satisfied customers can provide. Ask them if they would be willing to provide good reviews that they will allow you to include on your site.