Combating Negative Resume Client Reviews Online

What do you do about clients who post negative things about your service online? Today's Q&A with Bridget addresses that topic.

In July, the special report, teleseminar, and Pass-Along Materials on BeAResumeWriter.com addressed working with challenging (or pain-in-the-a$$) clients. You can check them out in this Working With Difficult Clients bundle.

I received the following question from a resume writer about clients who disparage you online:

Bridget,

Ever consider writing materials about how to handle PITA clients that give you scathing reviews because they want to showboat their frustration and anger?

The bad review I got from the one guy even went to the Better Business Bureau. As a result of his review, my last 7 thumbtack bids have been declined before they even consider me. for Yelp, I had 24 views and only 2 clicks to my website or calls.

Last night I decided to delete both profiles, which I'll do today. They weren't producing anyway, so why double the whammy with a negative reviews? Plus I had four positive reviews immediately following this bad one and Thumbtack said I could post them there. They did, but Thumbtack won't publish them because they aren't Thumbtack clients, so these four fabulous reviews are lost.  They could have bolstered Yelp, but Yelp has a bad reputation anyway.

I'm going to restart my blog and do my own marketing. I may switch gears from resume writing or expand it. Either way, how to handle a disgruntled client with a bad review is different in many ways from a PITA client. You might consider what to do about it. Especially when you send them the Client Release Form informing them you can sue for disparagement, but there's enough truth in there that you might lose the disparagement case. I'm still thinking about it. 

My response:

Great idea! I will add that to my possible topics list for a future special report.

Online reputation management for resume writers is handled in much the same way we suggest it for jobseekers! YOU control your brand identity and reputation online by creating POSITIVE content so that NEGATIVE content is pushed further down the page. 

When I Google YOU, I should see:

• A "complete" LinkedIn profile (with glowing Recommendations from happy clients)

• Testimonials and samples on your website that showcase happy clients and your best work

• Articles (or blog posts) that demonstrate your competency and expertise

Right now, Yelp and Thumbtack are showing up on the first page of your Google search results -- but unfortunately, I don't think that deleting your Yelp or Thumback profiles will eliminate them entirely (AND deleting them eliminates your opportunity to respond to clients -- both negative AND positive) ... so I would instead make a concerted effort to INCREASE your positive reviews on both sites, while simultaneously REDUCING your dependence on both of them as sources of new clients (Thumbtack in particular).

Thumbtack is the equivalent of our jobseeking clients applying for jobs online. It can work, but it's not a great strategy ... you are at the whim of the person at the other end of the keyboard.

However, for Thumbtack, go through your client database and look for clients who found you through the service -- and were HAPPY -- and ask them to write a review for you.

If you decide to continue writing resumes, the most important things for you to do are:

1. Standardize your client management process so that all clients have the same intake policy (and you don't make *exceptions* for clients -- as you found out with [client name redacted], that is a RED FLAG for a potential PITA client). They either work with you the way YOU want to, or you don't work with them. AND you need to make sure you meet 100% of client deadlines going forward, because that's critical.

2. TAKE CONTROL of your client marketing. In addition to boosting your positive responses on Yelp and Thumbtack, increase the content you have available out there that YOU control. Posting regularly on Facebook, adding at least one blog post a week, writing articles for third-party sites (these have to be UNIQUE content) like Ezinearticles.com, goarticles.com, etc.

You also need to figure out who your IDEAL client is, and identify how to connect with these folks. 

I've attached the "Attract Your Ideal Resume Client" special report (that was your Bronze member special report in April 2014) and I encourage you to work through it!

Hope that helps!!

Bridget

Do You Know Employment Law?

You're a resume writer, not a lawyer. But having a basic grasp of employment law is useful, because it not only informs the resumes you write, but it can help you position your clients appropriately when they have "special" situations.

For example, my clients have included:

• A woman who was two months pregnant and job searching -- and wondering if she should tell her employers she was expecting. (I directed her to information about the Pregnancy Discrimination Act)
• A young woman looking for her first teaching job who had graduated from college two years ago, but was diagnosed with cancer just a month after completing school. (The Americans With Disabilities Act of 1990 prevents employers from asking medical questions in an interview, but I coached her to answer the question about the job gap in such a way that it would satisfy an employer that her health issues were resolved and she was ready to work!)
• A young man from Nepal who was interested in working in the U.S. (I had to educate myself about H1-B visas!)
• Numerous Army and Air Force veterans. Anytime you're working with a veteran, you should be aware of special consideration for veterans in hiring for federal agencies and government contractors)
• My 16-year-old niece. Her current employer cited a provision in the Fair Labor Standards act that allows employers to pay employees under age 20 just $4.25 an hour for their first 90 calendar days of employment with the company, even though federal minimum wage is (currently) $7.25 an hour.

Having knowledge of federal employment laws especially is important for resume writers, and I've got a Pass-Along Materials package you can share with your clients on the topic:

Jobseeker's Guide to Understanding Employment Law

It's also important to keep an eye on changes to employment law. For example, today I came across this article, "Quinn Signs Pregnancy Discrimination Measure" affecting pregnant women and new moms in Illinois.

Stay informed!

"Launch" Your Resume Writing Business Into Greatness

I'm reading Jeff Walker's new book, "Launch: An Internet Millionaire's Secret Formula To Sell Almost Anything online, Build A Business You Love, And Live The Life Of Your Dreams" and it is excellent.

Reading Facebook today, I found an interview of Jeff Walker on Forbes.com, sharing seven lessons ("Why Jeff Walker Is The 400 Million Dollar Man -- And 7 Lessons You Can Learn From Him").

My favorite lesson is #5: First Give, Then Receive:

What do you think of these lessons?

Six Books for Resume Writers to Enjoy, Learn From and Share

I was inspired by this post from Explore B2B of "20 Books to Enjoy, Learn From, and Share" -- and I definitely recommend several of their books (especially numbers 1, 7, and 20!), but most of these are geared towards entrepreneurs in general, not careers industry professionals.

I want to share with you six books for resume writers to enjoy, learn from, and share.

Books to Hone Your Craft as a Resume Writer
Resume Magic: Trade Secrets of a Professional Resume Writer (4th edition) – Susan Whitcomb
The "bible" of resume writing -- the fourth edition (updated in 2010), this book provides practical guidance for resume writers as well as dozens of samples that have held up to the test of time.

Start, Operate, Profit: The Ultimate Resource for Building a $100,000 Resume-Writing Business -- Teena Rose
The most up-to-date "getting started" guide for resume writers. It covers both business management and operations issues as well as pricing, client communications, writing resumes, and more.

Books to Help You Attract More Clients
Get Clients Now (3rd edition) – C.J. Hayden
If you're looking for a no-nonsense system for attracting more clients to your resume writing business in the next 28 days, this guide will help. You choose a set number of activities to engage in daily for 28 days.

Career Distinction: Stand Out By Building Your Brand -- William Arruda and Kirsten Dixson
One of the best books on personal and career branding, this book will teach you -- and your clients -- how to become "digitally distinct." Buyers of the book will also be able to access a workbook to help them build their brand and identity.

Books To Help Clients
Get Hired Now! -- C.J. Hayden and Frank Traditi
Taking the 28-day system she developed for Get Clients Now, Hayden partners with Traditi to offer a step-by-step system to help jobseekers develop a system to guide their jobsearch.

What Color Is Your Parachute? – Dick Bolles

Updated annually, the 2015 edition provides lots of tools and resources for jobseekers...making this a resource to share with clients. While I disagree with some of Bolles' assertions ("Google is the new resume,") there is enough good content to outweigh the bad (he also discusses online job search strategies extensively, which isn't a great source of new jobs for jobseekers, generally speaking). Resume writers will find his "Starter Kit" questions to be useful to ask clients.

Want more book recommendations? Check out my Recommended Reading list!