|This post written by Sonny Ganguly, CMO of WeddingWire, you can follow him on Twitter @sonnyg. A full version of this article is available in the Education Center. Sonny leads WeddingWire’s marketing strategy, customer acquisition, and business development.
Step 3: Turn Negatives into Positives
When you inevitably find something negative said about you online, conventional wisdom would have you do everything in your power to remove it. Stifling negative feedback will only make the person go elsewhere to say the same thing, perhaps even more negatively. Try not to let emotion get in the way.
The best course of action is to stay consistent and be transparent. Have a conversation and understand why they have had a negative experience with you and do everything in your power to make it right. Other people will see your focus on customer service and appreciate your sincerity. Remember, an outlier does not hurt your credibility. If you have a track record of receiving positive feedback (quality, quantity and recency), then one negative experience will not hurt your reputation. Showing that you are responsive to negative feedback will enhance customer’s perceptions of your business.
Written By: Sonny Ganguly, the CMO of WeddingWire, you can follow him on Twitter @sonnyg.