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Companies have watched their biggest screw-up's rise to the top 10 of a Google search
Admit your mistakes right away
Folksy “Isn’t Wal-Mart great” travel blog “Wal-Marting Across America” hits a reputation pot-hole when unmasked as being paid for by company. Social Relevance: Black eye for Wal-Mart amid accusations that it was trying to shift attention away from criticism of its labor practices. October 2006
Don’t try to delete or remove criticism (it will just make it worse)
Listen to your detractors
Admit your shortcomings
Work openly towards an explanation and legitimate solution
9. See criticism as an opportunity
Valentine’s Day: Jet Blue passengers are stranded for up to 8 hours on runway. They film and blog their ordeal. Social Relevance: Jet Blue understood how its reputation was being hurt online and so CEO David Neelman quickly crafted a YouTube apology.