The internet is ostensibly the most powerful tool mankind has ever created since the beginning of time, and it has never been easier for an individual or a corporation to either build, or destroy their individual reputations.
Who’s telling the news?
It used to be we watched the news to see, and grasp what was going on in the world around us, but now it’s the soccer mom, on her way to pick up the kids who announces the train wreck alongside the highway, and while she waits, watching she is also updating her Twitter feed, or Facebook profile. The news travels quickly from there.
News travels fast
Train wrecks aren’t the only bad news that travels fast, disappoint a customer and see just how fast word can now spread. See a movie, and leave a terrible review about it in your status update, and I guarantee at least a few people will skip that particular movie based solely on that fact. Now more and more people are doing this, and the effect it has can be felt on each of us.
Monitor the web
It’s important that we monitor the internet as well as social media platforms for mentions of our company, its key players, our products, etc. for both positive and negative experiences our customers and clients are encountering and sharing with their network.
The positive reviews should be called out, and the individual should be thanked for being a supporter of your brand, and informed of their importance, small acts like this will stand out in their minds for quite some time.
Be quick to respond
Negative reviews should be addressed quickly and with no negativity on your part. While not everyone will be right, it should be remembered that they too are entitled to their opinion. The act of responding in a positive nature, and asking how you can fix the situation to their satisfaction will be noticed by more than just the individual with the complaint.
Refunding or replacing the item is a small price to pay for the positive outcome that in all likelihood will also be shared with that person’s network.
It’s a learning experience
Treat each instance as a learning experience and even go so far as to document it for your own records, or for training purposes. As time goes on, you’ll become adept at turning even the most dissatisfied customers into satisfied ones.
Remember we now live in a day and age where individuals can influence thousands of people, and with others that number can increase into the hundreds of thousands, or even millions depending on their online popularity and community.