Your Business, Your Price – Do you value YOUR Brand?
Good catch! How to handle a negative brand mention
It’s never nice to read a negative review of your business. How do you react to that? This post looks at how a brand turned one dismissive tweet into a positive message.
In and out of control
It’s human nature to dislike negative reviews. We don’t like being told we’re not that good actually. But, like it or not, we can’t control what other people say about us. All the blogs, discussion boards, review sites and social media forums, such as Facebook and twitter, give our customers and clients lots and lots of opportunities to say whatever they like about our businesses. We can’t control what our customers say about us, but we can control our response to what they say. Dealing with customer reviews and comments is an important part of good customer care.
Negative Reviews can be good for you
Yes, really they can! You can learn from negative reviews and, if the customer is right, you can improve your product or service. Also, if there are a few negative reviews sprinkled amongst a majority of positive reviews, they can only serve to add credibility to the good reviews. Your customers will see that you cannot control or edit what customers say, and therefore the good reviews are likely to be true, and not written by you!
It started with a tweet…
My twitter friend Darcy, @darcyfication, lamented his twitter ratings like this:
To which I replied:
Admittedly, this is a not quite a bad review, but I am being dismissive about Twitalyzer, the function of which is to provide “Serious Analytics for Social Business”. @darcyfication sagely comments:
Well, the empire was monitoring their brand mentions and the product’s creator jumped in with:
How could we say any more bad stuff about Twitalyzer? He agrees with us! He agrees that we may not need his product, inferring that the product is only useful for those who are not happy with what they are doing on twitter! Of course, no matter what me (@xcelbusiness), or Darcy (@darcyfication), or indeed Eric (@erictpeterson), say, people will continue to obsess about their twitter statistics, and continue to use products such as Twitalyzer.
Respond, respond, respond
It is human nature to dislike negative comments. But it is folly to ignore them. In this case the benefits of response by the brand are:
The company obviously has an interest in what its customers are saying about them, and monitors its brand mentions. It has displayed its interest by responding
Both me and Darcy re-tweeted the company’s comment, which presented the reasonable response to our all our followers
I’ve now written a blog post about them and given them a link!
That’s not a bad result for a response that probably took no more than 60 seconds of thought and action by the company. Handling negative comments positively is an important part of customer care and can actually be good for your business! This applies to any medium that the customer chooses to comment in, whether in person, on a feedback form or in digital reviews.
And as for Darcy? Well, he’s happy and you can follow his witty repartee on twitter @darcyfication.
Update – 10:30PM (GMT) Mar 24, 2011
First of all, Eric was quite pleased to be featured in this post:
And then, a few hours later, the New York Times featured Twitalyzer in their blog:
Apparently, Twitalyzer’s website has enjoyed quite a spike in traffic today. In fairness, it’s probably due more to the New York Times’ mention than this one… but we do like a sense of humour!
How do you respond to negative comments tweets or reviews? Please let us know in the comments below!
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