However, great new marketing techniques come with new marketing downfalls. Before blogging and social media, fans, readers, visitors or customers with negative comments picked up the telephone, emailed, or even wrote a letter. And that’s if they even had time to do so.
Now disgruntled fans, readers, visitors and customers can rock your world in seconds with one simple, public post on your blog. How you handle and react to that negative feedback is very important, because it is out there for the public to see and can affect your brand.
Keep calm and carry on.
As soon as you know about a less than pleasant remark from a reader, the first thing you want to do is take a deep breath. It’s human instinct and completely normal to get defensive and react negatively, but keep calm, take a deep breath, and think before you respond.
The faster you respond, the better.
This almost becomes a game, because once a reader posts a comment, you can bet other readers will see it. The ball is now in your court. Once readers see the comment, they’ll wait for your response. Addressing the comment quickly will show your upset reader, as well as other readers, you are in the game and on the ball.
As much as you want to delete the comment, don’t.