Building a Positive Reputation
A unhappy commenter that is transformed into a delighted one becomes even more loyal than a happy customer or commenter. In other words, we are even more satisfied when we have had a problem and it is been solved or explained to us in more detail that we can understand. Better still, when a disgruntled person receives stellar service and appreciation from you they are more likely to tell their friends, in part, because it casts them in such a positive light.
When you make your visitors happy by resolving their issues and then exceeding their expectations your visitors will be motivated and excited to share the story and you will get repeat visits to your website. Again, everyone is happy to spread the word about much time and how special made them feel and how you went out of your way to help them. Your visitors will post their positive experiences to social media which you can then re-post. There’s nothing like unsolicited, positive, authentic testimonials to improve your brand image.
Remember, every initially combative or irate commenter or visitor contact gives you an opportunity to forge a lasting positive relationship.
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'.
