You have a great product or service, people are interested in what you do, you are increasing the traffic to your website and everything appears to be going swimmingly, then one commenter makes a negative statement about your product or service.
The answer is in fact e), with the proviso that if you then find you are dealing with a Troll a combination of options a) to d) may then be appropriate. We'll explain more about Troll handling in a future blog post.
Lets assume we aren't dealing with a Troll but a person with a real grievance, and see that whilst options a) to e) might be tempting they really aren't the best course of action for your organisation:
So how do you engage with someone who has made a negative comment? Follow these five easy steps:
No matter how trivial a problem may seem to you, remember you are just one of the many experiences that life throws at people everyday. Don’t take it personally and treat that person how you would like to be treated if you were having a bad day.
But why take the time and effort, does this really matter in the end when you need to make sales?
Many years ago, before the internet, it was well know in business spheres that a person who had a good experience with a company would only tell around half as many people as when they had a bad experience with a company. However, those who had a bad experience that was dealt with professionally and courteously would tell even more people about how great an organisation was.
Fast forward to today, with the power of social networks amplifying these behaviours a hundred-fold if not more, it's worth taking the time to protect your organisation’s reputation and play the long game when it comes to customer retention. We actually recommend running searches to ensure you can step in to help those who might not be having the positive experience you hope they would with your product or services.
If you don’t have the time, we can make the effort for you.