http://spinsucks.com/communication/dont-make-a-crisis-out-of-opportunity/ Professional Development for PR and Marketing Pros Fri, 24 May 2013 20:09:22 +0000 hourly 1 http://wordpress.org/?v=3.5.1 http://spinsucks.com/communication/dont-make-a-crisis-out-of-opportunity/#comment-124586 AmyFitzpatrick Wed, 05 Dec 2012 16:22:38 +0000 http://spinsucks.com/?p=14884#comment-124586 I could not agree with your post more.  Your are spot on when you advise to “be yourself” and consider the voice that customers would except from your brand before responding.   How many times have you read a post by an organization on Facebook and thought, “who wrote this?”  It is usually because the voice of the post does not match up with the perception of the brand.
 
Social networks give customers a larger, better-organized platform for voicing their opinions and complaints.  It is a vast arena for complaints and compliments, to be heard by the company and potential customers.  It is crucial for organizations to be proactive in terms of using SM for customer support to avoid being left behind and on the defense.  The medium is here to stay, and it will only play an ever-increasing role in the future of customer support.

]]> http://spinsucks.com/communication/dont-make-a-crisis-out-of-opportunity/#comment-121423 ginidietrich Wed, 14 Nov 2012 19:01:35 +0000 http://spinsucks.com/?p=14884#comment-121423 @flemingsean  @barrettrossie I am always happy when we can run a guest post on the same topic of my post. It makes it look like we’re really well-coordinated and strategic about our content.

]]> http://spinsucks.com/communication/dont-make-a-crisis-out-of-opportunity/#comment-121420 flemingsean Wed, 14 Nov 2012 18:53:02 +0000 http://spinsucks.com/?p=14884#comment-121420 @SocialMediaDDS
Thanks for taking the time to leave a comment Claudia, I really appreciate it and I’m delighted you enjoyed reading my post.
 
You are so right about negative comments being a learning opportunity. Failure can be an amazing teacher at times… but not one I’d want to spend too much time in the company of.
 
More than the ability to turn a negative situation to your advantage, which is something I think all successful leaders must be able to do, for me the fascination lies in watching respected businesses with significant comms teams (and the attendant deep pockets) let things get so badly out of hand and end up with egg on their faces.
 
I *love* that you refer to the importance of being authentic. This is another of my recent interests.
 
Thanks again.  :)
 
Sean
 
Added later:
Note to self – when leaving a reply do try to actually leave a reply, rather than posting a whole new comment. Otherwise people will think you’re a bit goofy.

]]> http://spinsucks.com/communication/dont-make-a-crisis-out-of-opportunity/#comment-121418 flemingsean Wed, 14 Nov 2012 18:50:48 +0000 http://spinsucks.com/?p=14884#comment-121418 @barrettrossie Thanks Barrett.  I thought Gini’s post was excellent.

]]> http://spinsucks.com/communication/dont-make-a-crisis-out-of-opportunity/#comment-121416 flemingsean Wed, 14 Nov 2012 18:48:41 +0000 http://spinsucks.com/?p=14884#comment-121416 Thanks for taking the time to leave a comment Claudia, I really appreciate it and I’m delighted you enjoyed reading my post.
 
You are so right about negative comments being a learning opportunity. Failure can be an amazing teacher at times… but not one I’d want to spend too much time in the company of.
 
More than the ability to turn a negative situation to your advantage, which is something I think all successful leaders must be able to do, for me the fascination lies in watching respected businesses with significant comms teams (and the attendant deep pockets) let things get so badly out of hand and end up with egg on their faces.
 
I *love* that you refer to the importance of being authentic. This is another of my recent interests.
 
Thanks again.  :)
 
Sean

]]> http://spinsucks.com/communication/dont-make-a-crisis-out-of-opportunity/#comment-121402 SocialMediaDDS Wed, 14 Nov 2012 16:10:18 +0000 http://spinsucks.com/?p=14884#comment-121402 Wonderful post @seanfleming  I completely agree with you.  In a perfect world, all we would ever hear as business owners is how awesome we are and we would only get 5 star Yelp reviews.  But, the way I look at that is, if that perfect world scenario were true, we would never have the opportunity to grow, learn and evolve….why would we have to if we are perfect?  SO…negative comments or criticisms on social media turn out to be an excellent opportunity for growth, sucking it up and authentic communication with your community so that your business/brand can be perceived as always listening to it’s customers/clients/patients.  If done correctly, a business can turn a negative situation around into a more profoundly positive one because, after all, when things are going along smoothly and life is good, people yawn and stop paying attention. BUT, give them a good negative event to talk about, and suddenly, all eyes are upon you to see how you gracefully and elegantly handle the crisis….opportunity in it’s purest form.
Thank you for a good read, Sean!
Claudia

]]> http://spinsucks.com/communication/dont-make-a-crisis-out-of-opportunity/#comment-121366 barrettrossie Tue, 13 Nov 2012 19:48:59 +0000 http://spinsucks.com/?p=14884#comment-121366 What good timing Sean. Your post and Ginni’s make a handsome pair today.

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