Solving terrible reputation problems?

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

Are you in the UK?

Yeah.

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.

Where are you based in the UK?

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.

chiazkiark said:

Yeah.

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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.

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

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

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.

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

tycbn1 said:

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

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Not that much easy in my opinion.