http://inlinebusinessadvisors.com Thu, 15 Mar 2012 04:51:00 +0000 hourly 1 http://wordpress.org/?v=3.1.4 http://inlinebusinessadvisors.com/the-blogger-effect#comment-674 Catrina Boettner Thu, 15 Mar 2012 04:51:00 +0000 http://inlinebusinessadvisors.com/?p=881#comment-674 While I completely understand the point of view, and you are correct that all of us, business and individual make mistakes. However, it isn't necessarily the words that are said (or typed in this case) that are the issue. The internet and social media platforms have given both consumers and businesses more control (and less) than ever before. Consumers and businesses alike are entitled to their voice and opinion and can share it when and where they see fit. When it comes to business and negative reviews, performance issues, product problems, whatever the complaint might be, it isn't about what the particular consumer says, but how you as an organization approaches that consumer. How you handle the situation both publicly (online) and privately with the consumer is how you will be remembered. If a customer goes to your restaurant, has a horrible meal and then slams you for it on Facebook/Twitter/Blog wherever, take the time to publicly address their concern, apologize and suggest that you continue the conversation via email or phone call. Come to an agreement, make the customer whole, follow up with a public post on the initial comment that you provided a great customer service experience for the customer and ask the consumer as an act of kindness to again post on their initial complaint the resolution that has taken place. While I completely understand the point of view, and you are correct that all of us, business and individual make mistakes. However, it isn’t necessarily the words that are said (or typed in this case) that are the issue. The internet and social media platforms have given both consumers and businesses more control (and less) than ever before. Consumers and businesses alike are entitled to their voice and opinion and can share it when and where they see fit.
When it comes to business and negative reviews, performance issues, product problems, whatever the complaint might be, it isn’t about what the particular consumer says, but how you as an organization approaches that consumer.
How you handle the situation both publicly (online) and privately with the consumer is how you will be remembered.
If a customer goes to your restaurant, has a horrible meal and then slams you for it on Facebook/Twitter/Blog wherever, take the time to publicly address their concern, apologize and suggest that you continue the conversation via email or phone call. Come to an agreement, make the customer whole, follow up with a public post on the initial comment that you provided a great customer service experience for the customer and ask the consumer as an act of kindness to again post on their initial complaint the resolution that has taken place.

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