Comments on: Online Reputation Management – A Subtle Reminder

By: mikeandrewrealestate

mikeandrewrealestate — Sun, 24 Jan 2010 21:55:46 +0000

Hi Tanya,

Thank you for your comment, glad you found the post helpful.

Mike

By: tanyachai

tanyachai — Thu, 21 Jan 2010 04:02:29 +0000

Hi Mike,

This is very helpful and useful post. I love it. Thanks.

Property.

By: Ryan Vecht

Ryan Vecht — Thu, 17 Dec 2009 00:54:27 +0000

Hi Mike,
Hope you are well, in relation to Monitor, Manage and Repair. If you do come across negative feedback about your business online, and you have had no luck trying to solve the issue with the client how do you go about repairing or removing negative posts from the web or stopping them from appearing on Google searches or the like. Is there a way?

Ryan

By: Daniel Tan

Daniel Tan — Tue, 01 Dec 2009 02:31:23 +0000

Optus’s reputation has hit an all time low with me, and all my social and professional circle. Promises unmet, customer service calls unresolved, CS calls unreturned. This customer is about to call upon the lemon laws. Sad to see that the little man is left with an empty wallet and empty promises

By: Steve Dick

Steve Dick — Mon, 30 Nov 2009 06:53:00 +0000

Optus hit a new low today in the Newcastle area with drop outs. We have turned off the 3G network and are running on 2G.

By: Peter Fletcher

Peter Fletcher — Fri, 13 Nov 2009 08:44:20 +0000

What a great post and, as it turns out, a timely, real-life example of how smart businesses are working with social media. Kudos to Robbie and Optus for being so on the ball. Well done Mike. Well done Optus.

By: mikeandrewrealestate

mikeandrewrealestate — Thu, 12 Nov 2009 02:12:07 +0000

Hi Dan,

Thanks for your timely comments and input into my blog.

By: Daniel Tan

Daniel Tan — Thu, 12 Nov 2009 01:37:44 +0000

Hi Mike,
I too signed up with Optus on their seemingly awesome $129/mth deal with an iPhone (my first smartphone to boot !). I thought being in real estate this plan along with the #G networks capabilities to pump info to me in a timely manner would be the bees knees.
Like yourself I am very disappointed with the Optus network. I have kids who are anaphylactic and I also am the primary point of contat for a number of security monitored sites. So needless to say my mobile phone is very important. Optus gets a thumbs down from me. I have contacted them to be released from the contract due to the sensitive nature of my kids health. Optus blamed my phone, my intelligence (I kid you not – re: firmware upgrades and how to use my phone etc. !). They have changed my SIM card…. still dropouts, failure to make calls, crashes on the network etc.
Optus have a bad rep on Whirlpool and in the circles I travel. I meet a lot of people on a daily basis and not many have a good word to say about them. Their reputation is being sullied not only online but it transcends the virtual world and has come full circle to permeate the real world (with backup sought by people hwo check online)
Daniel

By: Rob

Rob — Thu, 12 Nov 2009 01:35:55 +0000

Hi,

I stumbled on this thread after also having problems with Optus, tweeting about it, and getting contacted by Optus’ ~~Special~~ Social Media Response Team (SMRT).

Yes, it’s great that they have some monitoring in place and in my case, it meant that I received a $90 credit to my account that I was unable to get when I called their customer service robots but I think they could be doing a lot more to improve their reputation online.

The strategy behind the SMRT seems to be to take all of these conversations offline. Take a look at their Twitter stream http://twitter.com/optus and you’ll see what I mean. No discussion, no debate, no feedback, no input.

Much better, I think, to contribute to the conversations online, in the places where the comments are occurring so that you have a voice and are able to control or steer conversations. But that requires skill, tact and guts.

As an example, take a look at this blog post from Evan Williams (@ev) about some changes Twitter are making that could be controversial.

http://evhead.com/2009/11/why-retweet-works-way-it-does.html

No hiding, no PR spin, no rubbish. Just a statement of the rationale behind the decision. Let’s see people try to bitch and moan about that.

By: mikeandrewrealestate

mikeandrewrealestate — Thu, 12 Nov 2009 01:15:12 +0000

Hi Robbie,

Thanks for your quick reply, I’m glad to see that you do have a monitoring service in place, it should also be a timely reminder to all business of the importance of monitoring social media sites including Twitter and forum sites to protect your brands reputation.
Please give my regards to Austin Bryan

Regards

Mike