As a businessperson, one of the things you learn is that you can’t always make every client happy. No matter how hard you try, there will always be a certain degree of dissatisfaction among your client base.
This may include responding to customer comments on social networking sites like Twitter and Facebook. Some of these customer comments may be of a somewhat derogatory nature – they may even go so far as to attack you, the entrepreneur, personally. While your first inclination may be to fire back with an equally inappropriate response, there are some definite ground rules one must follow when dealing with negative customer feedback online.
Kimanzi Constable, author, consultant, and contributor to Entrepreneur.com, outlines a few basic premises one should follow when responding online to a particularly nasty client. These include maintaining a focus on the quality of the brand, product, or service (as opposed to focusing on the content of the comment); affirming your commitment to quality service by addressing your online customer base as a group, rather than singling out one angry person; reach out for support from trusted professionals; most importantly, maintain a focus on your overall mission – the “big picture.”
One of these guidelines is of particular importance – the need to reach out for support from trusted professionals. Unfortunately, sometimes an industrious individual can turn a negative review and a 1-star rating into an absolute public relations fiasco for you and your company. This is where companies like SearchCleanup.com can be of service. SearchCleanup.com helps you move forward by cleaning up any negative news online.
All in all, connecting with the online public as an entrepreneur can be a delicate thing. It’s best to keep one’s wits about them and maintain one’s professionalism – hallmarks of any successful entrepreneur. Follow Search Cleanup on Twitter @search_cleanup to learn more.