What do people say and think about your brand online? It carries much more weight with potential customers than your own marketing messaging. Always responding to negative comments and reviews are opportunities for service-based marketers to turn haters and detractors back into customers and brand loyalists. Today’s guest is Michael Buzinski from Buzzworthy Integrated Marketing. He talks about why reputation management matters and how to make it right. The shortcut to good reputation management is awesome customer service. Under promise. Over deliver.   Some of the highlights of the show include: Reputation Management: Opinion of the general public about you/your company Reviews/Recommendations: Who do you trust - family members or strangers? Service-based Businesses: Getting new clients to know, like, trust is challenging Negative Comments/Complaints: Don’t take them personally, but seriously Same Situation, Different Opinion: Customer isn’t always right - understand why Positive Reviews: Systemize, automate, or incentivize reputation management Customer Scores: Do satisfaction, service, retention scores make an impact? Common Mistakes: Don’t be too zealous or pushy, or you lose loyalty, advocacy   Links: Michael Buzinski on LinkedIn Buzzworthy Integrated Marketing Buzzrep Ben Sailer on LinkedIn CoSchedule   Quotes from Michael Buzinski: “What strangers have to say about you and your company literally has more weight than what your mom says about you.” “People hire people. They don’t hire features. They don’t hire benefits. They hire the person to deliver those features and benefits.” “Seven out of 10 people will complain before they praise.” “The new way, one of the best ways to utilize reputation management is getting video testimonials on your website.”