I’m reaching out to gather some insights and advice on managing a brand’s online reputation. Our company has been putting a lot of effort into growing our presence, but as with any business, not all customer experiences have been perfect. Recently, we’ve received a few negative reviews that I believe don’t fully represent the value we provide, and I want to make sure they don’t overshadow our overall reputation.

I know every business will face criticism at some point, but I’m particularly interested in learning from others who have gone through the same. What steps have you taken that actually worked? Did you focus on generating more positive feedback, or did you directly respond to the negative comments to address the concerns?

While researching, I found some helpful resources discussing how to handle bad online reviews, but I’m curious about real-world experiences from business owners or marketers here in the community. Do you think hiring a dedicated reputation management agency is worth it, or can these challenges be managed in-house with the right strategy?