Responding to Negativity

Workplace Re-Design

From Yahoo Finance: Davison International Inc., a 285-employee company that designs and creates kitchen gadgets, toys and other consumer products, relocated in 2006 to a 61,000-square-foot building in Pittsburgh, Pa. Its interior, which followed a year-long, $5 million renovation, is intended to encourage creativity and a positive attitude among staff. One third of its inventions [...]

Getting Paid for Existing vs the Great Thanksgiving Hoax

My Friend Ja-Nae Duane posted a link to a HBR article on Google Plus this morning: Tackling Business Problems We’ve talked about this since the financial meltdown. Now it’s time to do it: Unlink pay from performance. The evidence keeps growing that pay for performance is ineffective. It also may induce executives to take company-killing [...]

July 21, 2008 in General Information

Google “Dell Hell”. Go ahead, I’ll wait. Or click this image to read about it from the source.

What is to be learned here?

You should definitely respond to negative posts. In fact, you simply must respond quickly and carefully. Say you’re sorry, offer to fix the problem, and provide contact information. There are few things more frustrating to a consumer than attempting to reach someone in customer service and getting the run-around. Or a stream of automated form e-mails.

Get a person involved, even if it is an answering service that will take a message and provide additional contact information. It can cost a lot more in the long run. Human contact can soothe the savage beast with the awesome power of the words, “I’m sorry.”

For the final step, be sure to deliver on your promises. If you do not you will get:

“YOU SUCK. YOU LIE. Put that in your Google and smoke it”
(paraphrasing Jeff Jarvis)

The In Context Blog

Friday Morning Zen

Workplace Re-Design

Groundhog Day Review 02.02.02012

Getting Paid for Existing vs the Great Thanksgiving Hoax

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