» 3 Things to Never Do with Negative Comments

Christine Dyer is a social media expert and the founder of BridalTweet.com. Christine shares her social media expertise with the wedding industry through a series of free wedding marketing videos. As a testament of Christine’s social media success, BridalTweet now has over 10,000 Facebook fans, 37,000 Twitter followers, and 3,000 Pinterest followers. Prior to launching BridalTweet, Christine Dyer was the Director of Social Media Marketing at American Express where she led the development and growth of their Facebook fan pages, which had 1.6 million fans. Christine received a B.S. and M.B.A. in marketing from Fordham University.

If you’ve read my blog in the past, you know that I’m a huge advocate for using social media to grow your wedding business. But if you do that, then at some point you’ll have to deal with negative feedback. How you handle the feedback can go a long way toward either getting a new customer or driving away a potential sale.

Here are 3 tips to help you to handle negative comments appropriately and to keep your customers coming back for more.

  1. Don’t delete the comment. This shows your fans that you’re able to own up to the complaint and deal with it head on in a professional way. Plus, deleting the comment will only make your frustrated customer even more frustrated. The only case when you should delete a comment is if it is over-the-top offensive.  For example, if it includes profanity or if it is racist, etc.  In my opinion, comments like that don’t deserve air-time.
  2. If it is a rational comment, address it quickly and don’t be defensive. It’s best to be accommodating, polite and truly listen to the person complaining. First recognize the complaint, apologize publicly and then take the conversation offline to resolve the issue. Come up with a positive solution that directly addresses it. If the person isn’t satisfied with your explanation, you can try offering a business service or a discount to calm the situation and, hopefully, convert the complainer to a satisfied customer.
  3. If it is an irrational comment – ignore it. (Again, don’t delete it!). Trust me. Your fans will realize that this person is not in their right mind. And better yet – your fans might stick up for you. That would make the response even more credible.

Even if your business doesn’t have a dedicated social media presence, you still need to know what people are saying about your business. Type your company’s name into Google to see the comments that are out there. And set up Google Alerts to stay on top of the comments.  And keep your response positive, sincere and proactive.

Do you have any tips to share with our wedding community about handling negative feedback? If so, please comment below.

» Congrats to Our Business Insight Survey Winner!

We are pleased to announce our most recent WeddingWire Pro winner: Stephen Cihanek of Stephen Cihanek Photography!

Congratulations to Stephen for winning a free Kindle Fire as the lucky winner from our giveaway as thank you for participation in our Business Insight survey, featured in the January WeddingWire Pros newsletter.

As the leading wedding technology company, we want to better understand your business needs! The Business Insight Survey was designed to address the following questions: What are the top areas where you need assistance? How do you convert your prospects to booked clients? How do you get photos of your work?

Thank you to all who participated; we appreciate your time and feedback!

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» Introducing Vendor to Vendor Chat

meebo3 WeddingWire has teamed up with Meebo, one of the largest social media companies on the web, to provide a new real-time vendor to vendor chat feature within your WeddingWire account. Now you can ask questions, get feedback, or simply communicate with vendors you know from anywhere across the country. Whether you are updating your Storefront or perusing the Vendor Education Center, the chat feature will be visible in the lower right hand corner of your account so that you can easily connect with other vendors.

Don’t see any buddies on your list? Simply connect with other vendors through the Vendors I Know tool, located in the “My Community” section.  Once the connection is approved by the other vendors, their names will show up on your buddy list.

The new Meebo feature also allows you to gather all of your friends on a single buddy list from within your WeddingWire account, so you can communicate in real-time across different IM platforms and social networks, including AIM, Twitter, and Facebook Chat.   All you have to do is log-in to your Meebo account from within the new vendor chat bar to access your accounts.  And if you don’t have a Meebo account, you can easily register for an account and then connect with your various IM and social network accounts straight from the new vendor chat bar.

Log-in to your WeddingWire account and check it out today!