Online brand management isn’t just about promoting your business; it’s about protecting it. If your landscaping business gets hit with a bad review, a social media misstep, or inaccurate information online, the damage can add up fast.
What do you do when things go wrong?
If you’ve made a mistake or your online reputation takes a hit, don’t panic. There are clear steps you can take to regain control, rebuild trust, and protect your business moving forward.
Let’s walk through how to handle online brand issues the right way.
Step 1: Find the Problem Quickly
Your first priority is to locate where the damage is happening. Start by checking your platforms, such as:
- Google Reviews
- Yelp, Angi, or Thumbtack
- Facebook comments and reviews
- Instagram tags and mentions
- Twitter/X replies
- Industry forums or Reddit posts
Search for your business name and filter by “recent.” You need a full picture of how your brand appears online right now.
Remember not to rely on word of mouth. Always verify the source.
Step 2: Assess the Scope
Not every issue needs damage control. Ask yourself these questions first before considering it a major concern:
- Is it one negative review or a growing trend?
- Is the criticism valid?
- Has anyone else reacted to or shared it?
- Is your audience noticing?
If one user leaves a rude comment on Facebook, that’s not a brand crisis. However, if a customer posts a viral TikTok about a negative landscaping experience, it needs attention quickly.
Your goal is to determine whether it’s:
- A minor complaint
- A serious service failure
- A misunderstanding or false claim
- A public-facing mistake (like an inappropriate post or tone-deaf ad)
This helps you choose the right response and protect your reputation. To learn more, read our recent blog: Brand Reputation Management: What It Is and Why Your Business Can’t Ignore It.
Step 3: Respond Publicly But Wisely
Silence can look like guilt. Respond professionally and quickly, especially in public forums. Here’s how you can do it with grace:
- Acknowledge the issue.
- Apologize if there’s a valid complaint.
- Avoid blame or excuses.
- Offer to resolve it offline.
Bad example:
“You’re wrong, we did the job exactly as discussed.”
Better example:
“Thanks for your feedback, [Name]. We’re sorry to hear this didn’t meet your expectations. Let’s talk and make it right. Please DM us your info so we can follow up directly.”
People notice how you handle conflict. Be calm, direct, and respectful.
Step 4: Fix What Went Wrong Internally
Behind every bad review, there’s usually a weak point in your service or process. This is your opportunity to improve. Analyze the situation by asking the right questions:
- Was your team late to an appointment?
- Did the final result not match what was promised?
- Were calls or emails ignored?
Document the complaint, determine what happened, and correct the issue. Use it to train your team. Remember that a strong brand comes from consistent delivery, not just good marketing.
Step 5: Request an Updated Review
Once you’ve resolved the issue, it’s okay to politely ask for an updated review. Say something like:
“We’re glad we could make things right. If you feel your experience has improved, we’d appreciate it if you could consider updating your review.”
Most satisfied customers will update their rating if you’ve followed through. This rebuilds trust with future customers who read those reviews.
Step 6: Bury Negative Results With Better Ones
You can’t erase bad content from the internet. But you can push it down with better content. Here’s what helps:
- Ask happy clients for new reviews.
- Share before-and-after photos on Google and social media.
- Post client testimonials to your website.
- Keep your Google Business Profile active.
- Add blog posts and helpful resources to your site.
Google ranks recent content higher. If your latest post shows beautiful turf installations and great reviews, it helps suppress past issues.
Make sure your top search results show your best work, not your worst day.
Step 7: Monitor Your Brand Regularly
Reputation problems grow when you’re not paying attention. Use tools like:
- Google Alerts (set up your business name)
- Mention or Brand24 for social listening
- Reputation management platforms like Podium or Birdeye
Make it someone’s job (even if it’s you) to monitor mentions weekly. You’ll catch small problems before they become bigger ones.
Step 8: Create a Crisis Plan for the Future
You can’t always prevent brand issues, but you can be ready. Here’s a sample checklist you can use to keep things on the right track:
- Who will respond to negative reviews?
- How quickly should they respond?
- Who writes or approves public replies?
- What’s the protocol for removing harmful content?
- Who gets notified if a major issue appears?
Documenting this now saves stress later. It also helps if your team grows and others handle your social media or email inbox.
What Landscaping Businesses Can Learn From This
Landscaping is a trust-based business. If clients doubt your reliability or integrity, they won’t hire you, no matter how nice your designs are.
Online brand management gives you a second chance to show your values:
- Do you respond with professionalism?
- Do you own your mistakes?
- Do you care about your clients?
If you do, your reputation will survive the hit and even come out stronger.
When to Ask for Help
You may not have time to manage your online reputation, especially during the busy season. That’s where a marketing partner can help.
At All Scapes Marketing, we work with landscaping companies to:
- Monitor and respond to online feedback.
- Manage your Google Business Profile.
- Post consistent, high-quality content.
- Push down negative results with better ones.
- Build a trusted digital presence.
You handle the turf. We handle the tech.
Take Online Brand Management Seriously Before It’s Too Late!
You can’t control what others say about your business, but you can control how you show up online.
If your reputation takes a hit, follow the steps:
- Find the issue.
- Respond professionally.
- Fix the root cause.
- Rebuild with better content.
- Monitor and prepare for next time.
Don’t wait for problems to fix themselves. You’ve worked hard to build your brand—make sure it stays strong when it counts.
