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Solving terrible reputation problems?

Discussion in 'Offline Marketing' started by chiazkiark, Jun 22, 2012.

  1. chiazkiark

    chiazkiark Newbie

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    Hi there,

    I'm using 7878's method, my business partners and I compiling some 5000 addresses to mail to. I just started cold calling, and my very first one -- a company which had terrible reputation in my area, was owned by subsidiary, which was owned by another subsidiary, which owns lots of other companies. I called up their head office and got through to marketing, where in I presented their problems (which I will describe below) and she says it's best if I speak with the head of marketing, so I get her direct dial and full name :) - so, she's in meetings today so I was told I am best to call back Monday morning.

    Their reputation problems are awful for one brand, but others seem okay, but I haven't done enough research yet. I will probably begin with the brand I first picked up on, and try and upsell services to their other brands upon further research/a closed deal. The one brand that has it's reputation destroyed has moneysavingexpert threads, review sites ratings at 1-2 stars, with some 85-90 detailed reviews about bad experiences. Big company, and I have a big in here, please can somebody suggest a remedy for their problems?

    Kindest Regards,
    C
     
    Last edited: Jun 22, 2012
  2. grantrux

    grantrux Power Member

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    Are you in the UK?
     
  3. chiazkiark

    chiazkiark Newbie

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    Yeah.
     
  4. christianbed

    christianbed Jr. VIP Jr. VIP Premium Member

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    Have 3 talking points (top execs don't have time for long conversations, follow up with a professional looking outline of what you'll be doing, then outsource it to someone who knows what they heck they're doing when it comes to ORM.) No offense mate, but if I was the person you're going to be talking to, I'd be mortified if I saw this thread.
     
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  5. BHPlatinum

    BHPlatinum Regular Member

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    Where are you based in the UK?
     
  6. grantrux

    grantrux Power Member

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    Be very careful if the business head office you are about to contact is #####. They have a shocking reputation for talking agencies and consultants, pumping them for ideas then trying to do it badly themselves in house.

     
  7. Zak_A

    Zak_A Jr. VIP Jr. VIP Premium Member

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    If the reputation is that terrible, it's not just an ORM problem. The cause must be solved in the first place, by increasing the quality of the product/service.

    Then the ORM job will start by making it known that changes have been made:
    Official announcement from the company (mea culpa + changes have been made) + good feedbacks from clients we are happy with these changes.

    With so many bad reviews, you can't hide or burry them, and you can't deny that you screwed up somewhere, but the best thing to do is to leverage them by addressing them: "Thanks for taking the time to review ou product/service. We apologize for our errors and we've heard what you had to say, and took it into consideration to make some improvements."

    It's like "rebooting" the system and starting anew.
    In the field of e-reputation, with ORM done correctly, a company that once had bad reviews, and took them into consideration to turn their offer into a better one can even be better off than just having good reviews in the first place ;)

    Also as christianbed pointed out, don't answer questions about where you are or who your client is, your client (and his clients) should never see this thread and make a connection with you and their business.
     
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    Last edited: Jun 22, 2012
  8. Goldie9

    Goldie9 Registered Member

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    These companies still have to provide good services. Sure you can help with their online reputation but at the end of the day they should be trying to improve on their end also
     
  9. chiazkiark

    chiazkiark Newbie

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    Thanks for the info. I won't divulge any company specifics for obvious reasons. Grant if you could edit out the industry specific that would be great. I've done the same after realising. I'll try and take this all into account. Kudos to the thing about three key points, will really take that on board.

    Will update the thread on the outcomes... in all honesty, the cold calling yielded 8 callbacks, 3 sounding pretty hot...so could be onto a winner. Do you suggest I try and get a meeting? Even if head office is far away, if they're interested... also, for an industry like this, surely we have to be talking a bespoke quote, and for what I described I'm going to try for £10-25k/month... but maybe I should go lower as it is my first, or even start on something and go down? Argh, sorry for so many questions.
     
  10. Themrh

    Themrh Junior Member

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    I run a ORM company, must say im intrigued to find out what your offering to be charging 10 - 25k a month! maybe you could PM and ill give you my 2 cents
     
  11. moose88

    moose88 Newbie

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    you mean 10-25k a year right? am i missing something :/
     
  12. BHPlatinum

    BHPlatinum Regular Member

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    I assume you're stating the 10K-25K a month because its a large corporation?

    I would be very interested to see where this has gone.
     
  13. tycbn1

    tycbn1 Newbie

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    Keep us updated. It seems like ORM is an easier sell than SEO.
     
  14. poweronics

    poweronics Jr. VIP Jr. VIP Premium Member

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    Not that much easy in my opinion.