Effective Reputation Management in the Digital Coaching World

John: 00:00:00

Angie,

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Angie: Hey John.

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John: have you got a reputation?

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Angie: I'm very worried

about where this is headed.

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What do you mean by reputation?

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Oh

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John: An online professional reputation?

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Angie: yeah, I guess so.

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Do you?

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John: Yeah, somewhat.

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Angie: Have you ever had to take

action to protect that reputation?

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John: Some examples spring to mind?

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Angie: Yeah, managing and protecting your

online reputation would be a great topic

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for the coaching clinic, don't you think?

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John: Yeah, I agree.

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Let's get into it.

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Angie, let's fling open the

doors to the coaching clinic.

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We're going to talk about online

reputation and reputation management,

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which I think we have touched on in

some episodes before, but this episode

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is going to be purely about that.

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And one of the things that I'm very

aware of is, I think if you don't

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actively manage your reputation

online your profile, you just

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end up with whatever happens.

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So maybe nothing much, or

maybe not really what you want.

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So I do think you have to pretty

much decide how you want to be seen

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and perceived by your audience.

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And work towards creating

and delivering that.

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What do you think?

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Angie: I agree.

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I think it's funny because it's

only become in recent years, right?

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Your reputation is out there

in the universe, so to speak.

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And I think that for a lot of people

like coming into coaching, like newer,

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there's so much more aware of that,

like reviews and things like that.

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I think people that have maybe

been around for a minute, unless

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they're like a super high level,

professional, they're not really,

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they're They don't even think about it.

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They're like, wait what

do you mean my reputation?

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So it's really I feel like it's a mixed

bag, but to your point and the point

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of today's episode, obviously it's.

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It's definitely something that not

only do you need to be aware of it,

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you need to definitely be managing it.

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Definitely.

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You have to.

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John: So for me, I think I very much

take the image of, I curate how I

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want to be seen, how I want to be

showing up to some degree, even

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how I look, certainly how I sound,

cause I do a lot of audio like this.

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But I am very aware of that.

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There is an image that I want to have.

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I want to be seen as fun, but also.

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With some smarts and warm and

competent, all those things

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I think are really important.

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But I also think you have to come

across in coaching professionalism

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with the, that thing we were

talking about last time about that.

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So you need to be able to be seen as an

expert, seen as someone with experience,

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seen as someone who can demonstrate

that you can deliver the goods.

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Angie: Absolutely.

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I think first of all, I, what you're,

what you pointed to is that, I'm

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not inauthentic when I'm coaching,

but who I am when I walk out of the

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office I'm a human being, I have a

life and a family and all the things.

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So who I am as a coach is

how I show up to that role.

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And although there's many like

similarities between the two

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worlds, I'm still very specific

about who I am as a coach.

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And the thing is that I'm very consistent.

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If I went back and looked at all the

testimonials or all the commentary

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I've ever received back, it's

always pretty much the same, right?

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And tough.

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But to the point.

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I'm entertaining, right?

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Like when I get up and do speaking,

I could be talking about having

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a heart attack and I will somehow

manage to throw humor into that.

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But I think the number one piece of

it is that I'm approachable, right?

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That I connect quickly.

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Those are two of the most common comments

that I received back and that's really

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important to me because I can't do

the rest of what I do without that.

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So if that's coming through,

if that's shining through.

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Then, okay, I'm like, I'm doing it, I'm

doing it the way I should be doing it.

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I'm doing it but there's the occasional,

skip, on the record, if you will, where

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John: Yeah,

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Angie: feel that way,

but but what do you do?

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How do you manage that?

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John: would you say that you're very

conscious about the kind of things

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that you do put out, especially

on socials and for promotional for

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yourself that it fits with that?

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Does that mean that there's stuff

you definitely will do and the things

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that you just don't fit for you?

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Angie: What's so funny is I just recently.

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And meaning in the last couple

of years, started to put myself

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out there more visually, right?

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Doing recordings and videos,

which you and I just talked about.

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And it's so funny because that

has definitely created a, such

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a bigger connection and people

are like, yes, it is you.

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You move exactly the

way I thought you would.

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It definitely is a good continuum of who

I have worked very hard at presenting.

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So yeah,

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I think that there's a don't because

here's the thing, I do it from the heart.

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I don't really, even though I say

I'm in a role I still am who I am.

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So that stays very consistent.

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Whether I'm on a camera or I'm

not, the energy is very much the

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same, but I feel like, is there

something that I consciously don't

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do or I hold back or refrain from?

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I think that it goes back

into the coaching space.

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Like I try not to tell people what to do.

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I'm not that coach.

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That's a consultant.

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If somebody hires me as a consultant,

then it changes, but I'm very

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conscious of it, but I am also I

feel like I'm maybe an exception.

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I don't work, work, work at

it because I just am who I am.

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And I'm good with that.

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That has become my brand.

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John: and really your reputation Is

what other people are saying about you?

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Online, the kind of feedback and

response that you get from them.

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And I feel like I do curate what

I put out there, but not to the

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extent of, I still want it to be me.

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It still has to be true to who

I am, but I'm also aware that.

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Sometimes we can, I certainly did

this earlier on, be a bit too try

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hard, be a bit too really want to be

liked, or really want to get somewhere

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with this and that just, it comes

through, and it's Generally not good.

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And so those have been things I think

for me in the past have maybe damaged

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my ability to grow or improve my online

reputation and maybe got comments coming

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back, but no, my, my lack of confidence

was showing through was through even

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though I was trying to put on bravado and

that maybe my humor was not really landing

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because again, it's just trying too hard.

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So I think that for me earlier

on was one of the bigger issues.

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We can't necessarily control what

people say about us, but we can at least

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take a look if there are any themes

that are coming up over again that

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we perhaps should pay attention to.

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And we might want to make

some adjustments in how we are

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presenting ourselves to the world.

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Angie: Yeah, interesting that you

bring that up to about, like what

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the feedback was and trying too hard.

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I think that, the general public, I think

people in general, because coaching is

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becoming so much more mainstream and

even if you've never had a coach, you

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could watch any social media and find

people who are professional coaches.

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And get a feel and a vibe for them

and for what the, what the industry

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actually looks like in and of itself.

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And I think because of that, because

the public is so much more educated on.

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The space on the, on that role.

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Think about what other professional

like industries where there's still much

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like being out there in front of people.

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I've seen doctors and things on social

media, but nobody would pretend to know

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what that is supposed to look like.

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I think people nowadays, the general

public has an expectation of sorts of what

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we're supposed to look like as coaches.

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There's an expectation.

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And I think because they think they

know that if it doesn't, if somebody,

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if they come across somebody who

doesn't fit into that, that it might

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feel a little bit off for them.

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It might be like what

is this person doing?

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And what are they about?

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I've seen it.

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I've seen the comments on other.

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Professionals, social media.

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And I'm thinking, get this person a break.

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Like, how do you don't know that?

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I'm thinking, oh, like, how do you think

you know everything about a profession

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that you really don't know anything about?

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So I know that sounds a little

hard nosed, but I've seen it.

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So even for you Oh, maybe he

was trying too hard or whatever.

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And here's humor.

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And listen, I will say this, John

and I have very similar humor.

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Like we, we definitely get each other.

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Delivery is very different between us.

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So how somebody might receive you

versus me is going to be very different,

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even if it's the same commentary.

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But here's the thing, what's the big

question is good, bad, or different.

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If you have a great, if you're getting

great reviews, how do you manage that?

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If you're getting not so great

reviews, how do you manage that?

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Either way, it has to be managed.

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So what do you do about it?

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John: And this does also then come

down to, of course, what you are

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putting out there professionally in

terms of coaching and courses and

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whatever else you might have going on.

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And the reality there is if you

are getting reviews online, there

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are always going to be bad reviews,

but here's how I look at it.

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If you were interested in a book

on Amazon, for example, and you

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probably most, I know I do, but

probably most of us now do go and

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check the reviews just to see, Oh,

what do other people think of this?

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And you saw that there were only five star

reviews for this book and maybe several

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hundred five star reviews for this book.

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And they were all like saying,

Oh, this was wonderful.

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This was amazing.

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Would you trust that?

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Probably not.

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Angie: think I, you know what I

have to say, this is so funny.

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I've done that with certain products.

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And, oh, it's this, it's that I

don't want to just see the stars.

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Honestly, I want to hear it.

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I want there to be some type of comment.

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What did you like?

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Because what I like and what you

like are going to be truthful.

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I like vanilla, you like chocolate,

but we both like ice cream.

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That doesn't make us, it's

similar, but not quite.

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I don't do that.

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It's so funny, you remember, As you

were saying that there was some platform

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that I was looking into Remember a few

months ago and you were like, oh, hey,

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I just checked this out on I think it

was trust pilot Reviews aren't so great.

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So you are very driven toward that.

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I think i'm less about that personally

just because I'm that person that I

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done, I go, let me decide for myself.

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I'll figure it out if I hate

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John: I'm a skeptic.

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Angie: and it's okay.

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Because that's the good part about

having, a couple of different

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people with different opinions.

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Cause people just love to be

able to spew sometimes like what

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they're, what they think, what

their positioning is on something.

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But I personally.

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I would say this, if it's gotten

horrible reviews across the

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board, and I see that there's a

theme, I will probably stay away.

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But if it's gotten incredible views,

that doesn't necessarily sell me.

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So I guess I'm a little bit of a

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John: Yeah.

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I think we, yeah, I think we do have

to be able to see insights in the

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reviews for exactly that reason,

because we know that people can buy

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reviews and and that doesn't help.

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That doesn't help anyone.

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So the amount of five star abuse

doesn't help, but if there's

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actually valid comments from people

or I did this and this happened,

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then I wasn't happy about it.

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And there's some nice specifics

there, like, all right.

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That's something I might

want to keep away from.

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And if you see that coming up time and

time again, absolutely, that's helpful.

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But the other side, to me, the other

side of that is like having worked

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for some pretty big names in, in

personal development, if you go and

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look up pretty much anyone who's

been at the top or is at the top in

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personal development, you're going to

find good stuff about them and you're

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going to find shit stuff about them.

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Angie: Sure.

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John: Because nobody's reputation is

completely clean and and that probably

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isn't a bad thing but certainly in the

earlier days of personal development,

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to some degree now as well, people do

have this awareness and they will look

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into things that look or seem scammy.

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Angie: Yeah.

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John: published people

will make videos about it.

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People will post articles or

blogs and things about it.

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That's a, that gets a bit harder to

manage, but I do genuinely think.

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The, most of the cases where that's

actually going to be damaging is

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if you are actually a scammer.

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So if you're not there are

probably things you can do.

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There are people you can go to who can

help you clean things up online to some

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degree, and maybe even approach people and

say, Hey, look, let's maybe work together.

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Things didn't work out, but

can we sort something out?

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Because

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Angie: Listen, I've actually watched

professionals do that, where, somebody

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makes some kind of negative comment.

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And the business owner or the professional

will say, Hey, Hey, John, sorry that

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you had that experience, would love to.

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And they always try to take it offline

first, which I think is a great idea.

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John: Yeah.

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Angie: think it's, I don't think

it's fair to air out the laundry.

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In the middle of, for the

world to see, so to speak.

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But I do think that as a professional

to reach out publicly first and be like,

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Hey, I think that shows good faith to

people that like, Oh, this business

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owner is actually, A live person, right?

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It's not a, it's not a robot

that's Hey, how can I help you?

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It's not some fake, it's I'm actually

trying to satisfy you because my,

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that my, my business was in sales

in the very beginning and there used

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to be this saying in a million years

ago, the customer is always right.

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And I used to be like, I used to

look up because I'd see that saying

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in businesses when you walked in the

door and I'm like, no, they're not.

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But they should always

be satisfied, right?

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They're not always right, but they should,

customers should always be satisfied.

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So if somebody is really unhappy and

let's face it, there's always going to

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be the people who you can't make happy.

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You could jump on your head and spit

quarters and they're still not going to

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be happy and that's okay because you're

not, you have to accept as a professional

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that you're not going to make every

single person happy every single time.

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That's just part of business.

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Thanks.

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But whatever you can control to satisfy

somebody who may not be happy is a good

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thing and Elevate the experience too for

the people like that loved it Like it's

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always a well like if you're a coach

and you live like a coach You're always

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thinking to yourself, what can be better?

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What would the next level above this be?

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So people are loving it.

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Keep doing a lot of the same, but

what else can you do to elevate the

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experience so that, it stays that way.

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You don't become stagnant.

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I think that's important.

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Yeah,

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John: is a degree to which, what

we're talking about does strongly.

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I hope strongly implied that we should

aim to be ethical operators, putting

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out good stuff and doing our best to

not just satisfy satisfy customers,

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but also to really deliver the

transformation and what they want and

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great value to them as best we can.

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It's not going to work out a hundred

percent of the time, but in my experience.

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I can only think of one time in all my

years of coaching where I have had to

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give a client money back for, because

it just wasn't going to work out.

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And it doesn't say, look, sorry, no.

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And that didn't lead to any,

anything negative following that.

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It just said, all right,

this isn't going to work out.

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That's part.

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As friends and it is, yeah, cancel it out.

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The only thing you've lost is some time.

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But hopefully you still, hopefully

there was still something from it.

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I think there was even

materials and stuff.

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They said, look, keep the materials.

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That's all fine.

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But yeah, we're not gonna, obviously

not gonna work out together because

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it was just too problematic.

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That's going to happen sometimes,

but it's generally rare and haven't

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had too many issues with that.

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Angie: I think unless there's some

really blatant situation that occurs

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between you and a client, I, again, I

think it's very rare that somebody is

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going to publicly burn you at the stake.

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You have to be really, I think my

premium is you have to be really bad

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and maybe that's something to look at.

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But, again, pleasing everybody 100

percent of the time in the same

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way is also an unrealistic goal.

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But I think you said something, I bet you.

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: 00:18:23

That there are listeners thinking

about this if you do get some

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: 00:18:26

reviews that you're like, I don't

really want these out there.

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: 00:18:30

How do I clean those up?

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: 00:18:32

That's like a big mystery for people.

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: 00:18:33

They're like, how do I get rid of this?

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: 00:18:35

How do I manage what even gets publicized?

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: 00:18:38

Now you can't really manage what gets

put out there all the time before it

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: 00:18:42

hits, what can you actually do to like

to salvage it if it does make it out?

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: 00:18:50

John: Sure.

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: 00:18:51

And I think some of it depends on

exactly what's being said in the review.

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: 00:18:55

If you're being, if you are actually

being accused of something, like

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: 00:18:58

someone's accusing you of a scam or

ripping them off or something like

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: 00:19:01

that, you definitely want that to

disappear as quickly as possible.

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: 00:19:05

And if even, I guess even if that's

true but hopefully it isn't, but if

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: 00:19:09

somebody but that, that is certainly

not something you want people claiming

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: 00:19:14

about you is that you've ripped them

off or that you can't be trusted.

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: 00:19:17

And so that sort of stuff really damages

trust, whereas it was just like, I

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: 00:19:20

wasn't happy with the experience, blah,

blah, blah, leave, I'd say leave that.

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: 00:19:24

I think it's okay for people to see

that there are a variety of experiences

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: 00:19:28

so long as most of your reviews and

feedback is on the positive side.

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: 00:19:34

And probably also gives you a

pretty good idea that you're

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: 00:19:36

attracting the right kind of people.

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: 00:19:39

We've talked about it before on

the show and this wasn't, this was

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: 00:19:42

a quite, quite a long time ago.

335

: 00:19:43

So it wasn't quite the same issues that

might have now on social media and the

336

: 00:19:48

likes of reviews, but someone who had been

a very unhappy client with me decided to

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: 00:19:53

troll me all over Facebook, essentially.

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: 00:19:56

Or just slanted me all over Facebook

particularly in coaching groups.

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: 00:20:01

And many of them were related to the

business I was operating under and

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: 00:20:06

they, and they had to take action on it.

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: 00:20:07

They absolutely had to take action

on it and ended up giving her

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: 00:20:13

another coach and another cycle

of coaching the child in return.

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: 00:20:17

She had to pull down all the

posts and and stop stop doing it.

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: 00:20:22

But don't know, as I told you about

this, I actually run into her at an

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: 00:20:25

event, but our next event in London, and

she did everything she could to avoid

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: 00:20:31

me because she knew I was going to.

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: 00:20:33

Approach her on it.

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: 00:20:34

Cause I knew exactly who she was on.

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: 00:20:35

I, I even reached out to her and

said, you need to sort this out.

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: 00:20:37

I know.

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: 00:20:38

So she was doing it under

a pseudonym as well.

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: 00:20:41

I wasn't really that worried about it.

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: 00:20:43

Damaging.

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: 00:20:44

Yeah, I wasn't so worried about

it damaging my reputation,

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: 00:20:46

but the company was.

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: 00:20:48

And I do think there's stuff about,

you're going to, sometimes you're

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: 00:20:50

going to get shitty YouTube comments.

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: 00:20:51

Sometimes you're going to get.

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: 00:20:53

Asshole com asshole comments, even on

LinkedIn, I've even had that on LinkedIn.

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: 00:20:58

Strangely, not so much on

Instagram, but but I have had it.

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: 00:21:02

You can, I you, if it's someone, you

know, you can approach it and you

362

: 00:21:07

can deal with it, but if it's not

just, you can usually just delete it.

363

: 00:21:12

There's YouTube, you can delete it off

there, or if it's if it's something

364

: 00:21:16

really offensive on a LinkedIn post or

delete the post and repost it if you

365

: 00:21:20

need to there's stuff you can do, but

generally I don't worry too much about

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: 00:21:24

it because I often think unless it is

really damaging to you, it probably

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: 00:21:29

does them more harm than it does you.

368

: 00:21:31

Angie: Listen, I was going to say,

I also have seen myself again,

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: 00:21:35

looking at other people's posts where

somebody will make some, derogatory

370

: 00:21:40

comment and there'll be for, and this

is just how I see the flow first.

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: 00:21:46

There's like questions like where,

who, what, how, but then there's always

372

: 00:21:52

the people that come back and say, You

know what, as a fellow professional

373

: 00:21:57

or as somebody in this store, they'll

come back and rebut that comment, even

374

: 00:22:02

though they don't know you or them.

375

: 00:22:04

They're just you know what, this

is not the right time or place.

376

: 00:22:07

This is not, if you really have an

issue, go straight to the source first,

377

: 00:22:13

because otherwise you look terrible.

378

: 00:22:15

And if it's things like John was late

for every single one of our sessions.

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: 00:22:19

Maybe John has to ask

himself, is that true?

380

: 00:22:22

So I would say that right out of the gate

is there merit number one, but number two,

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: 00:22:27

I am that person that I believe I'm not

going to publicly go after any business.

382

: 00:22:35

And I've had some crazy lousy experiences

with all some businesses that are

383

: 00:22:41

like making, promises on the moon.

384

: 00:22:42

And I'm like, I gave you

every opportunity to fix this.

385

: 00:22:46

I'm just not giving you

my business anymore.

386

: 00:22:48

I don't really feel the need to go

out there and put, I don't do that.

387

: 00:22:51

I purposely don't do it

because who am I to judge?

388

: 00:22:55

Maybe in six months they'll have

the bugs, tweaked out of it.

389

: 00:22:59

Whatever the issue is, I don't want

to damage somebody in the future

390

: 00:23:03

cause I don't want it done to me.

391

: 00:23:05

I try to just handle it, at

that level, in that moment.

392

: 00:23:10

John: I get that, but, I sometimes do

have these little petty grievances I need

393

: 00:23:14

to get out of my system and I just need

to get it online and and react to it.

394

: 00:23:19

It very much for me, it very much depends.

395

: 00:23:22

There have been situations where I have

taken usually with bigger corporations

396

: 00:23:26

where it's not really going to damage them

anyway, but where I've taken to addressing

397

: 00:23:31

things directly online, because.

398

: 00:23:34

Sometimes that's the only way

to get a response from them.

399

: 00:23:37

But yeah, I don't see

there's any point in, in,

400

: 00:23:39

Angie: that into your

contract with people.

401

: 00:23:41

You could literally put it in that

if there are, and you would, I'm not

402

: 00:23:45

an attorney, but you could word it

professionally that if you do have any

403

: 00:23:48

grievance that you come to me first

prior to making any posts about it.

404

: 00:23:53

Because then it becomes like a legal

thing where you could say, listen,

405

: 00:23:56

I have a contract that said you

were going to come here and rectify

406

: 00:24:00

before you go and put it out there.

407

: 00:24:02

So you can do that.

408

: 00:24:04

I've seen, yeah, I've seen a couple of

contracts with other companies where it's

409

: 00:24:09

You're not going to disdain me in any way.

410

: 00:24:11

So if it's something that

you're even concerned about,

411

: 00:24:13

put it into your contract.

412

: 00:24:14

And if they say anything, you just

turn around and go, I have a contract.

413

: 00:24:19

You're entitled to your opinion.

414

: 00:24:20

But we agreed before we engaged

in this relationship that this is

415

: 00:24:25

how this was going to go first.

416

: 00:24:27

So I do think, that's a, is a

great not everybody does that.

417

: 00:24:31

Some people like ever go on to next door.

418

: 00:24:33

Do you have that over there?

419

: 00:24:34

John: Don't think so.

420

: 00:24:37

Maybe.

421

: 00:24:37

Angie: here.

422

: 00:24:38

Yeah.

423

: 00:24:38

We have next door and I really,

I'm like, I always want to see

424

: 00:24:41

what's going on in the community.

425

: 00:24:43

95 percent of the time though.

426

: 00:24:45

It's did you see it?

427

: 00:24:46

I'm like, oh my gosh,

do you not have a job?

428

: 00:24:48

What do you do all day?

429

: 00:24:50

That you're just, you're looking

to just find, and it's, a lot of

430

: 00:24:53

the time, it's the same people

over and over, and I'm like,

431

: 00:24:57

John: it curtain twitching kind of thing?

432

: 00:25:00

Is that

433

: 00:25:00

Angie: The hell is that?

434

: 00:25:02

John: Curt, curtain twitches.

435

: 00:25:04

People are like pulling the curtain

back to see what's going on outside,

436

: 00:25:07

what the neighbours are up to.

437

: 00:25:11

Angie: Pretty much.

438

: 00:25:12

Listen, it does work, but hey, we found

a dog, and this is the dog it's, this

439

: 00:25:15

is the, It can be really a great way to

stay community, or, in, in, in Central's

440

: 00:25:20

community, but you, Erdn's, which Yes.

441

: 00:25:23

Yes.

442

: 00:25:24

Or it's Hey, this guy was walking

in front of my house at 10 p.

443

: 00:25:28

m.

444

: 00:25:28

Does anybody, and here's

their ring camera screenshot.

445

: 00:25:32

And I'm like, are you kidding?

446

: 00:25:33

The person was just,

were they doing anything?

447

: 00:25:35

Their phone looked like it was facing

my house Understand that there's

448

: 00:25:39

always going to be the people that

are looking for trouble, looking

449

: 00:25:43

for some way to, get out of their

system, whatever's going on with them.

450

: 00:25:47

Like what's their issue?

451

: 00:25:49

So they're always looking to complain.

452

: 00:25:51

But honestly, as a coach, pay attention

to what's being said because some of

453

: 00:25:57

it can just be, that person has nothing

else better to do with their time.

454

: 00:26:00

And maybe you are always late and you

need to take a look at that as well.

455

: 00:26:05

John: We always need to consider

what might be valid criticism.

456

: 00:26:09

Not all, some criticism is just meant

to hurt or try and troll you but

457

: 00:26:12

sometimes it can be valid as well.

458

: 00:26:14

I think for most of us, if we're

doing good work and we're going

459

: 00:26:19

with our heart and we are being

ethical operators, I think.

460

: 00:26:23

I think there are times when we

can perhaps feel led or persuaded,

461

: 00:26:29

especially if there are significant

financial investments to do some of

462

: 00:26:32

the things that perhaps not so ethical.

463

: 00:26:36

And that's where it's like, if you end

up with some reputation damage because

464

: 00:26:40

of those things, then then absolutely

you need to take some action on that.

465

: 00:26:45

Definitely things you

need to take care of.

466

: 00:26:47

I think we've covered a lot.

467

: 00:26:48

It's probably more things we'd maybe

like to hear from you as to What maybe

468

: 00:26:52

reputation management you had to take,

or maybe even your own thoughts or ideas

469

: 00:26:57

on how to manage your online reputation.

470

: 00:26:59

And we'll pretty much wrap things

up here for the coaching clinic

471

: 00:27:02

for this week, but we'll be back

next time with another episode.

472

: 00:27:06

We're going to bring you some

interviews pretty soon as well.

473

: 00:27:08

And please do come and leave us a message.

474

: 00:27:10

You'll find all our information in

the show notes for this episode, leave

475

: 00:27:13

us a voicemail or send us a video on

LinkedIn and we'll see you next time.

476

: 00:27:16

Angie: Woohoo!

477

: 00:27:16

Bye for now.