Comments on: Crisis: Dealing With Negative Comments Online

By: Executives and the Ostrich Syndrome | Spin Sucks

Executives and the Ostrich Syndrome | Spin Sucks — Tue, 10 May 2011 10:58:24 +0000

[...] fact of the matter is that if people are going to say something negative about you online, they’re doing it offline, [...]

By: Hey CEOs!!! Get Your Head Out of Your Ass

Hey CEOs!!! Get Your Head Out of Your Ass — Tue, 26 Apr 2011 08:28:57 +0000

[...] fact of the matter is that if people are going to say something negative about you online, they’re doing it offline too. If your employees aren’t getting their jobs done, [...]

By: Negative Comments Don’t Bite « The Customer Comes First

Negative Comments Don’t Bite « The Customer Comes First — Sat, 09 Oct 2010 08:11:50 +0000

[...] delete them, or stop the conversation, so what should you do and when should you jump in? Read what is being said about your brand on the Internet and engage in a [...]

By: Zerna

Zerna — Thu, 12 Aug 2010 20:16:36 +0000

I know that this is a late response, but I wanted to commend you on this article. I also wanted to give a shout out for Greg Evans of National Cyber Security because he has been and still is a prime target for negative comments. However, he is still going strong. For all those entrepreneurs who have had the same experience, fight back just like Mr. Evans is doing. This very informative and resourceful article really promotes peace in many ways.

By: JasonVerhoosky (Jason Verhoosky)

JasonVerhoosky (Jason Verhoosky) — Wed, 17 Feb 2010 00:17:10 +0000

For all those who attended CADCA #Forum2010some a great bit on managing crisis via. online comments (via @ginidietrich) http://bit.ly/b8Jj4N

By: Gini Dietrich

Gini Dietrich — Tue, 02 Feb 2010 23:15:24 +0000

Nick – Did you really just post a serious comment? You’re absolutely right – if someone says something negative about us, we listen and figure out what to do differently next time. Oh wait. No one says anything bad about us. Never mind.

Ashley – Thank you for sharing your own experience! This is a great case study for everyone to take note.

Kat – Send your mom to me. Blair and I will take care of her.

Dan – Such a great, great point! We should all get to the point that we’re scared companies are not telling us what is wrong. Bravo!

Jason – You’re so right. I wish we all could be less judgmental and more open-minded. Perhaps it would create world peace.

Davina – First, thank you for the extra Rs. You’re right – they fit in really well, especially if it’s a company complaint. Secondly, I’m with you – I almost always have to take a breather so I can react professionally instead of emotionally. But I’ll admit, I haven’t always done that. It’s a lesson I’ve learned in the past couple of years.

By: Davina K. Brewer

Davina K. Brewer — Tue, 02 Feb 2010 21:19:50 +0000

Negative comments are going to happen, period. Only a matter of when. It’s how a company deals with the negative that matters most.

Look at what Toyota is trying to do now: full page ads with “letters to customers” and press tours, keeping service departments open longer. As opposed to my dry cleaner, who ruined a sweater and STILL has not done anything to correct the problem (won’t get my business ever again).

Going to give you some more Rs: Research and Relay. Research the complaint before reacting/responding, so you have all the facts. That way you’re better able to give the right help. Relay the issues up the chain of command to the proper people: R&D with product issues, tech/customer support so that the problems don’t recur.

How I handle negative feedback? Reflection is the hardest, because you’re so close to your own work that it’s difficult to see the other side. So I always talk things through, seek trusted opinions before doing anything so I can respond professionally, not emotionally. FWIW.

By: Jason Verhoosky

Jason Verhoosky — Tue, 02 Feb 2010 21:10:50 +0000

Great work Gini! This is a great guide to crisis, negative comments, and people skills in general! Be transparent, be honest, and work with people to promote and protect your brand.

By: Daniel Hindin

Daniel Hindin — Tue, 02 Feb 2010 20:03:07 +0000

This is a very important issue to address, Gini. The key point is that you, as a business, should WANT to hear as much of any negative feedback out there as possible.

You will make mistakes. People will be dissatisfied. These are facts of life in running a business. What’s important is that you allow yourself to stand accountable for any problems your customers might have.

Even if the problem stems from something completely out of your power, you NEED to know about it so you can fix what needs to be fixed or make sure your customer is at least satisfied with the ultimate outcome.

The worst thing that can happen is a customer is dissatisfied and decides NOT to tell you. Then you’ll never be able to make it better. And they’ll likely tell everyone other than you.

Negative comments often lead to innovative products and services and allow you to focus on the most important aspect of running a business: Make sure you’re addressing the customer’s needs.

As always, Gini, you’re right on target with your steps for action. Thanks!

By: Kat Jaibur

Kat Jaibur — Tue, 02 Feb 2010 19:22:52 +0000

Excellent tips, once again, Gini. It all comes down to this: People want to be heard. And they want satisfaction. To Lyn’s point, I actually have had experiences where I’ve complained face-to-face and had a manager say, “Well, I’ll talk to so-and-so and get their side of the story.” Excuse me? I’m not looking for a referee. I’m looking for good customer service. If you’re not delivering it, I’ll go elsewhere. I LOVE how Blair Minton dealt with the complaint about his asst. living facility. If he had one near me, it would be the first place I’d look into as I search for a place for my mom.