Discussing Negative Comments on Your Website
Several weeks ago Jay did an awesome webinar on branding and how important it is to our online success. Jay mostly focused on branding through imagery, but branding can also take the shape of how we re-act to negativity online. We can hurt our branding if he do not make the right decisions about how we respond to people who throw negativity our way.
There are few things that impact a brand’s reputation more than the way it responds to rudeness and unhappy commenters. Our customer service will always be an important part of developing brand loyalty.
The internet and social media give individuals their own platform to publish information about their daily activities and their thoughts about our articles and websites and it becoming even more critical for us, as online entrepreneurs to provide great customer service to our website visitors.
It’s easier than ever for website commenters to publicly share their experiences and opinions, and the way you respond to unhappy visitors to your website(s) will determine what they say about you afterward. So what can you do to make sure that you properly respond to an unhappy website visitor so that you both experience the most pleasant outcome possible? That is what I will show you in this WA tutorial. There are ways you can actually make unhappy people helpful to your business, so that instead of treating them like a problem – you actually see them as an opportunity.
Each dissatisfied contact has the potential for becoming your online business's best advertisement, a key referral source, and a stealth undercover operative – if you are willing to listen to what they say and respond appropriately.
This tutorials outlines ways to turn unhappy commenters into a valuable resource for your business.
Reply
I think there are advantages and disadvantages to both dealing with customer service online and dealing with customer service in person. In person, it might be easier because the issue can be resolved perhaps more quickly, because when you are online, there is a timeline for which to handle things. That being said, I think it is easier online because that timeline - time in between replies - allows the parties to calm down and think logically before responding to something.
I cannot say enough how much I appreciate you taking the time to check out this tutorial.
Steph
Thanks Steph
That is awesome to hear. I am glad this was very helpful to you.
Steph
I try to 'agree before differing' (where possible) when responding to negative comments.
Also, sometimes its important to remember the motives behind the people arriving through Site Comments - they are not representative of my target audience usually.
It is often clear they have skim read the article and made broad assumptions to cut down on reading time and rack up another 'comment'.
