You can't control what they say, but how will you let it affect your reputation?
A general definition of reputation management entails highlighting the positive information about yourself or your company and suppressing any negative information that may appear. In a sense, you literally are managing your own reputation.
To start a reputation management campaign for your company, be sure that you are monitoring everything that is being said about you. Comments, blog posts, and especially reviews are good options. But unfortunately, when people have had a negative experience with a company, oftentimes they want others to know about it. Herein lies the problem: these negative review pages may rank on the first page of a Google search—sometimes even above your company’s site itself. This negative publicity could damage your business prospects. Fortunately, there is also an antidote: social media.
Social media and reputation management go hand in hand. When you have created several different pages created for your company through social media efforts, you can then optimize these pages to push these negative reviews off the first page. Thus, this strategy actually involves the efforts of social media and SEO combined.
Finally, social media can leverage these optimized pages for an even better result for your company. These pages can serve as sites to create promotions and discounts for customers who are willing to contribute a positive review for the company, thus furthering their image.
No company can directly control what is being said about them online, but this social media and reputation management combination will make positivity more prominent in the eyes of potential customers everywhere.