I recently facilitated a workshop on brand reputation management. Now typically when talking about online brand reputation management, we’re talking about how to manage and strengthen your brand. Ironically, I’ve recently found myself applying online reputation management practices in reverse? Why?
I’ve Learned to Be Cautious Before Buying
Whether B to C or B to B, we all make decisions nearly every day on purchasing online services or products. From Amazon.com to Staples, we research, check reviews and make decisions.
I recently engaged the services of GetLinkedInHelp.com (a Gruber-Jaramillo Marketing Inc. Company) under the management of Kristina Jaramillo and Eric Gruber. I found GetLinkedInHelp.com based upon a story I read in LinkedIn’s own ebook, “The Sophisticated Marketer’s Guide to LinkedIn,” where Kristina Jaramillo shared her insights and advice.
Upon visiting their website, I was impressed by credible sources such as The Mezzanine Group, LawMax Marketing, Content Launch, Marketo and Hubspot. And the media references from Forbes, New York Times, Social Media Examiner, Marketing Profs and Salesforce also validated this company for me.
In exchange for $2,000, I was to receive an audit of my personal LinkedIn account and a written recommended strategy. I signed the contract, sent the check and completed the initial worksheet.
Three months later and after endless emails and calls, I’ve yet to receive the promised service. Yes, obviously I should have done a better job of researching this company before I made the purchase.
How could all of those media and high profile sources be wrong? Are they really partners with a company that doesn’t honor its commitment?
Last Resort: Reverse Reputation Management
Perplexed why a company that appeared to have a glowing reputation could be remiss in delivering the high quality service they marketed, I started in-depth online research.
Low and behold, I found a number of unfavorable reviews that sounded identical to what I was experiencing. Thus, my suspicions were confirmed: this company had done a fantastic job of appearing to be credible.
Frustrated by their lack of communication, I resorted to posting my story about GetLinkedInHelp.com on LinkedIn and other channels. Unfortunately, I found I have learned the value of “reverse reputation management.” Eric Gruber finally responded to my email and stated,
“I do ask that you do remove the negative social media mentions as you do not have the complete story. I do understand that you didn’t have the complete story but as we are handling it in a professional manner, I do ask you remove the posts etc. and refrain from any further activity.”
Can someone please help me understand what is so difficult about delivering a service you promised or at least proactively communicating with a client about the status of the project? If I delivered that type of service, I would be out of business!
Take Away
I was promised that a check would be sent priority mail, and in return, I would remove the online reviews I made. Obviously, I’m still waiting. And even more disturbing to me, I find this entire situation sad and disappointing.
If you find yourself in a situation where a virtual company promises to deliver a service or product and takes your money but does not deliver what it promised, be relentless in your voice to claim what is due to you. Make your voice heard and share your story online so other people aren’t taken advantage of by companies like GetLinkedInHelp.com. Don’t’ simply rely on what appears to be a credible company or media or testimonial references. LinkedIn, do you know what type of company you are associated with?
