I once posted something on Facebook and the comment went viral. It was awesome to watch the comments, likes and shares going on. Then something interesting happened a very direct and negative comment came in. I had to act quickly, after all this was viral and had been such a wonderful thing thus far, I didn't want one negative comment to become many. So what to do? Delete it? Ignore it? No, I took this opportunity to bring "Love the Process" into the conversation. I immediately addressed the commenter in a professional and calm manner, this individual shot back many times, and I answered once more, clearly and with compassion. This worked out very well, as the rest of the readers we seeing me but my teachings into action and brought about many new clients.
It is important to do Google searches on your business name. You may be surprised to find comments on the web you never knew existed. When I was working with a local company I did this reputation search and found people commenting on yelp about them. The comments weren't that bad, most of them chalked up to "the building always looks empty" and no one knowing what they actually did. This is a great time to address a new audience and show that you're there and you are listening.
What if you actually have done something wrong. Mistakes happen but don't make them bigger than they have to be. Don't Taking too long to apologize. When you make a mistake, you should apologize quickly!
If there is a complaint, along with being quick to apologize, you should also offer some transparency. How did this happen and what are you doing to make sure it doesn't happen again. Look at some of the big data breaches companies have had to deal with, they immediately address the issue and tell everyone about the proactive steps they are taking to rectify the situation, often before customers even know there was an issue.
Do a Google search on your company now. If you find something you weren't expecting don't worry, this is an opportunity for growth, if it is an old comment address it anyway and apologizes for not seeing it sooner!
Written by Rebecca Lee Allen, Find Rebecca on
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