dealing with negativity online

Dealing with negativity online

Ignore and die.

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Copyright © 2009 Pat Law

Firstly, get over it. Not everyone will love you.

brought to you byPat Law • blankanvas.bypatlaw.com • 2009

Ever heard of anyone or any brand that hasn’t been bitch slapped before?


My point exactly. Get over it.


Why did it happen to me?


Reason #1: Your product is crap.


Reason #2: You are arrogant and rude.


Reason #3: You take 10 years to respond to

his/ her request.


Reason #4: He/ she was fired that day and was

in a really bad mood.


Reason #5: He/ she works for a competitor.


Reason #6: Did I mention your product is crap?


OMFG! So what do I do now?!


Breathe. Go grab a cigarette. Really.


Step #1: Do not respond immediately. Not when

you’re all jammed up with emotions.


Step #2: Evaluate the feedback. Is there truth in

what he/she said?


Step #3: Remember that not all negative comments

are harmful. Some provide valuable insights for your brand.


Step #4: Negative blog post = email the bugger

Negative comment left by a reader = respond with your comment


Don’t leave a comment ever if it is a negative blog entry.


It just shows that you’re more preoccupied with what people

think, than the blogger himself/ herself.


But what do I say?


Step #1: Thank them for their time. Really.

If they didn’t care enough, they won’t be arsed.


Step #2: Apologize without inviting a lawsuit.


Say:“We are sorry to hear of what

you have to go through.”


Don’t say:“We are sorry we fucked up.”


Not until you’ve confirmed you really did fuck up anyway. Besides, you

need to clear the apology with Legal.


Step #3: Address all concerns and offer a solution.


Don’t be selective over which concern you’d like to address. Please.

This person’s already pissed off.


Step #4: Ask to call them at a time of their

convenience. And leave your contact details with them too.


This person doesn’t think you’re a friend. You have no right to say “Hey

dude, I know you’re pissed, give me a call some time eh?”


Step #5: Follow up persistently


If it’s a blog post you’re responding to, and somehow, there’s no response to

your email, then leave a blog comment.


All that the blog comment should say is:Hello, this is [name] from [company]. I

dropped you a note a couple of days ago. I’m sorry of what you have to go through, and I’d like to understand your concerns better. Can

you let me know if you’re free for a chat?


Saying anything beyond that is just distasteful.


Can I get the blogger to remove the negative blog entry

if I’ve already apologized?


Sure, if you’d like another negative blog entry.


Don’t worry. Chances are, if you’ve clearly shown remorse and sincerity, the blogger

will address it on his/ her blog.


If not, well, you can talk about it on your own

corporate blog.


Oh, do I need a corporate blog???


Let’s leave that for another day.


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