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Marketing & Social Media
- A customer wrote a really bad review of our business in an online blog - now what do we do?
Rob Campbell
Advertising and PR | Marketing & Social MediaExamine the customer's comments closely - are they founded or unfounded? No one likes to read something negative about their own company particularly when it's posted in social media where thousands of people can read about it. If you can, contact the customers and offer to fix what the complaint was about - apologize and take responsibility for what happened even if the customer may have had something to do with the issue.Take the high road, fix the problem and ask the customer to write a retraction - letting the world know that they are now satisfied with the resolution you proposed. That might be a perfect world scenario, but solving the issue if really your priority.The big lesson here is - do it right the first time. Give great customer service each and every time.
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About Rob Campbell
Rob Campbell is VP of Tribal Marketing, an Aboriginal-owned, integrated large capacity marketing and communications firm focused on national and international clients, and owned by Tribal Councils Investment Group.
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