dealing with negativity online
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An idiot-proof guide to dealing with negativity online.TRANSCRIPT
Dealing with negativity online
Ignore and die.
brought to you by
Copyright © 2009 Pat Law
Firstly, get over it. Not everyone will love you.
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Ever heard of anyone or any brand that hasn’t been bitch slapped before?
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My point exactly. Get over it.
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Why did it happen to me?
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Reason #1: Your product is crap.
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Reason #2: You are arrogant and rude.
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Reason #3: You take 10 years to respond to
his/ her request.
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Reason #4: He/ she was fired that day and was
in a really bad mood.
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Reason #5: He/ she works for a competitor.
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Reason #6: Did I mention your product is crap?
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OMFG! So what do I do now?!
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Breathe. Go grab a cigarette. Really.
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Step #1: Do not respond immediately. Not when
you’re all jammed up with emotions.
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Step #2: Evaluate the feedback. Is there truth in
what he/she said?
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Step #3: Remember that not all negative comments
are harmful. Some provide valuable insights for your brand.
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Step #4: Negative blog post = email the bugger
Negative comment left by a reader = respond with your comment
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Don’t leave a comment ever if it is a negative blog entry.
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It just shows that you’re more preoccupied with what people
think, than the blogger himself/ herself.
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But what do I say?
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Step #1: Thank them for their time. Really.
If they didn’t care enough, they won’t be arsed.
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Step #2: Apologize without inviting a lawsuit.
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Say:“We are sorry to hear of what
you have to go through.”
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Don’t say:“We are sorry we fucked up.”
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Not until you’ve confirmed you really did fuck up anyway. Besides, you
need to clear the apology with Legal.
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Step #3: Address all concerns and offer a solution.
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Don’t be selective over which concern you’d like to address. Please.
This person’s already pissed off.
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Step #4: Ask to call them at a time of their
convenience. And leave your contact details with them too.
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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?”
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Step #5: Follow up persistently
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If it’s a blog post you’re responding to, and somehow, there’s no response to
your email, then leave a blog comment.
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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?
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Saying anything beyond that is just distasteful.
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Can I get the blogger to remove the negative blog entry
if I’ve already apologized?
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Sure, if you’d like another negative blog entry.
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Don’t worry. Chances are, if you’ve clearly shown remorse and sincerity, the blogger
will address it on his/ her blog.
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If not, well, you can talk about it on your own
corporate blog.
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Oh, do I need a corporate blog???
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Let’s leave that for another day.
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Dealing with negativity online
Ignore and die.
brought to you by
Copyright © 2009 Pat Law
Pat Laww: blankanvas.bypatlaw.com
e: [email protected]: www.twitter.com/patlawp: www.plurk.com/patlaw