I’m pretty sure I’ve explained reputation management on this website before. It’s quite simple, it’s about making sure that your business or personal name features positive results in the search engines when someone searches for you.
That’s the basic idea at least. Yet most people don’t understand how this works, and they think that by visiting websites and forums that feature negative comments, and ‘pretending’ to be someone impartial who is posting a positive comment, they’ll redress the balance.
This is of course idiotic. The public aren’t that stupid and anyone who tries this will be found out for the moron that they are.
Take this comment by a ‘Carphone Warehouse customer’ for instance. The post itself ranks on the first page of Google for ‘Carphone Warehouse Complaints’, and has obviously been spotted by Carphone Warehouse themselves, who hoped to convince the 70+ people who had commented on the blog that Carphone Warehouse were in fact a good company, by pretending to be a customer.
Here is the comment in full:
Just thought I’d add, I’ve been a carphone warehouse customer for over 10 years now and have never had a bad experience with them. I have had to put 2 phones in for repair due to faults, I paid my deposit for “loan phone” and within a couple of weeks recieved my phone back working fine and had my deposit refunded within a reasonable time.
Happy customers don’t seem to get so passionate about their experience as unhappy buyers…
Surely we should be getting upset with the manufacturers issuing substandard goods onto the market, then washing their hands of said products, leaving the retailer to pick up the tab.
Sounds a little fishy doesn’t it?
The first line for example, “I’ve been a carphone warehouse customer for over 10 years now and have never had a bad experience with them” – that set the alarm bells ringing straight away. Anyone who claims to have been with Carphone Warehouse for 10 years and has never had a problem with them is clearly delusional, or not to be trusted.
The use of wording too seems a little odd, almost as though it came from a handbook “had my deposit refunded within a reasonable time”. What’s a reasonable time? Couldn’t they commit to a time?
The final paragraph that sided with the retailers clearly shows that this person works for a retailer. Nobody speaks like that otherwise.
Of course all of this is conjecture. I may be reading too much into this and this person may indeed be a genuine customer of Carphone Warehouse with 10 years of nothing but good experiences with them.
Then again, as this idiot used their REAL email address to post the comment, firstname.lastname@example.org, perhaps their comment should be taken with a HUGE pinch of salt.
C Robins of Carphone Warehouse; when you attempt to play reputation management online, pretending to be a customer of your own company, at least have the intelligence to NOT use your own business email address!