We all get bad reviews. No matter how hard you try, you’re going to screw up a job every so often. So what do you do? Respond to the review. Don’t just let the bad review sit there. Most review sites now let you comment on the review. Stay cool. Just explain what happened and [...]
Tag Archives: negative word of mouth
The 3 kinds of negative comments and reviews
When someone writes a bad review about you, they have very different motivations. 1. Malicious people. These are people who are out to get you. They want to pick a fight to promote themselves. They have a political agenda. They work for a competitor. They’re just nasty, mean, and like to fight. They may have a [...]
Why do so many dry cleaners get bad reviews?
Because we never think to post a review until they screw up. Dry cleaning is such an everyday activity that reviewing doesn’t seem worth the trouble — until we’re angry and want to shout. This is a problem for every small business owner. They obsess about the bad reviews, and miss the real point: Why don’t [...]
Complaints will hold you back
You can’t make everyone happy. Especially those that never want you to change. Great quote from Seth Godin: Every time Apple delights 10,000 people, they hear from 200 angry customers, people who don’t like the change or the opportunity or the risk it represents. If you have fans or followers or customers, no matter what [...]
“Don’t focus on the one guy who hates you. You don’t go to the park and set your picnic down next to the only pile of dog shit.”
Quote via ShitMyDadSays.com – 9:41 AM Jun 28th We spend so much of our time responding to the haters, the critics, and the complainers. These are people who will never be good customers, will never help you, and will burn out your spirit. Every minute you waste on a negative troll is stolen from your [...]
General Motors’ video case study: Using Social Media to Avert a Crisis, presented by Joe LaMuraglia
Come to BlogWell: How Big Brands Use Social Media on November 9 to hear SAP, Johnson & Johnson, American Express, Scholastic, SunGard, Pfizer, The Hershey Company, and BlackRock share social media case studies. You’ll learn how to get started, get past roadblocks, and make your social media program phenomenal — and you’ll see some brilliant [...]
Dealing with angry customers
Great advice from Service Untitled about how to calm down angry customers: Lower your voice. This will force the customer to lower his or her voice to hear you. Provide a plan of action. Let the customer know what you can do and make it clear if you are doing anything special or going out [...]
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