Internet, the world is open for business and consumers, but also public relations nightmare for businesses created. Forum, the customer, blogs, and anything that might contaminate the name of the company at the time of publication.
Remember, "The Salam Hotel is very bad" client presentation describes a bad experience with a hotel chain? The hotel is run by people. People make mistakes. Thus, you can confuse the process of changing customer service. As employees do not try to help clients cope with difficult situations, cream and customers return to this blog bloggers.
If the hotel is in the early game, will start its crisis management (also known as reputation management) team to save his reputation, he can. This can be overcome bad PR for the company and move forward, as in the case of PG & E (Pacific Gas and Electric Company, California).
Another strategy is to use the Internet to monitor on-line monitoring of articles on the company for the preparation of negative publicity. Some go further and follow the chat rooms, newsgroups and forums.
This is a story of human history, spreading false rumors of the city. One day, I felt terrible and went to the priest [rabbi, priest, pastor or other & mdash to] ask for forgiveness. The pastor said, "I forgive you, but you must do something first."
"Take a feather pillow, cut and spread feathers in the wind." The man thought it was a strange request, but it's pretty simple task, and he did it with joy. When he returned to tell the priest what he did, the pastor said, "Now, get feathers, Because you can no more make amends for the damage your words have done than you can recollect the feathers."
The same thing can happen without crisis management plan in place. You can not survive the crisis and develop as a PG & E did not expect Enron to WorldCom was such a mess. Fraud is not allowed. Martha Stewart? He hired a public relations strategy, trying to limit the damage. It is interesting to observe what is happening in his case, and as a public relations firm, to save his reputation. You know, pay at one of their products? Fuel to the fire, is not it?