Tactics for Managing Negative Online Feedback
Episode description
Attorneys Sarah Sawyer and Russell Berger of Offit Kurman discuss online reputation and the law in the context of reviews on platforms like Nextdoor, Glassdoor, Google Reviews, and Yelp. They explain that clients often want a quick cease-and-desist response, but that is not always the best answer. They emphasize setting clear goals, weighing cost and practicality of litigation, and considering how the reviewer might react to legal pressure versus being ignored. The episode highlights alternative approaches such as marketing/PR strategies, increasing positive reviews, responding publicly to invite direct contact, and engaging the reviewer to resolve issues.
00:00 Online Reviews Overview
00:48 Client Panic and Options
01:17 Cease and Desist Reality
02:28 Set Goals and Strategy
03:08 PR and Response Tactics
04:10 When to Do Nothing
04:22 Reputation Pros and Wrap Up
- (00:00) - Online Reviews Overview
- (00:48) - Client Panic and Options
- (01:17) - Cease and Desist Reality
- (02:28) - Set Goals and Strategy
- (03:08) - PR and Response Tactics
- (04:10) - When to Do Nothing
- (04:22) - Reputation Pros and Wrap Up