Post on 31-Jul-2015
But what if you find a negative comment or search result
online?
“Life is 10% what happens to youand 90% how you react to it.”-Charles R. Swindoll
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Option 1:Delete It?
Deleting a comment = Tearing up a comment card
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Do – Not – Delete Rule
Unless a comment is obscene, profane, or
bigoted, or it contains someone’s personal and
private information, it should never be deleted
from a social network site or blog.
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Option 2: Ignore it?
• Ignoring negative comments sends out the message that your customer’s opinion doesn’t matter
• Is that the impression you want to make on potential clients?
No response is a response!
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Respond Quickly!
1. Respond Publicly
2. Resolve Privately
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The 4 Most Important Words in Social:I’m Sorry & Thank You
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Consider Responding WithSurprise and Delight
You could be surprised with the kind of response you get!
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Complaints are Unavoidable
• Think about turning your customer care into an asset!
• Avoiding the problem won’t make it go away.
• Turn an inevitable negative into a positive!
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with questions.
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