It doesn’t matter what you do or how strong your brand is, the Internet will – without doubt - tarnish your reputation. If it hasn’t yet, it will. Without. A. Doubt. No one is safe and there is little you can do about it. I believe it was the Joker that said, “You either die a hero, or live long enough to become the villain.”
One day you represent kindness and giving back to the community, and the next you are accused of being evil and narcissistic.
Customer reviews are often polar opposites. You have customers that loved their experience, and ones that hated their experience. But how can that be? You’re consistent. You’re professional. You’ve done it the same way for YEARS.
The harsh truth is that it doesn’t matter. The ugly tarnish is going to appear regardless of your firewall to poor ratings.
So what can you do? My recommendation. Do what you do, and do it the best you can. The adoration and praise of the majority ALWAYS outweighs the outrageous ramblings of the few. Think about the reviews you read. They are always mixed. And you STILL buy the product that got 7 bad reviews anyway, because there were 45 other positive reviews that said the complete opposite. And that’s the way it is today.
The Internet is the land of tarnished reputation. Get used to it. The question is, is your brand strong enough to stand back up…polish itself off…and continue on its mission?