It's one of the biggest fears our potential clients (notice, they are not social media clients yet), and a reason that many county and city decision makers, business owners and managers do not take the necessary leap into social media...because someone could write something negative about my business on there! Well, guess what, they very well may be doing it already and you have no control over it and worse yet, don't know that it's out there...lurking...waiting to haunt you.
Ask yourself this, wouldn't it be better to have the ability to hear from an up-happy customer, be able to respond publicly to them, and finally, make it better? You know your business best so think about this: In the past, what have been some of the complaints about your business? Have you been able to fix them? We are guessing you have. And I am willing to bet that some of those clients that originally were unhappy about (probably) something silly, and you paid them extra attention, fixed it, and maybe even made it better, are one of your best word-of-mouth (WOM) promoters now.
I organized an entrepreneur panel for the Flagler County Chamber of Commerce breakfast last year. One of the audience members asked the question: "How do you avoid someone posting something negative on your page". One of the panel member’s answer was priceless: "Be fabulous at what you do and you don't have to worry about that so much" (props to Kayhan Ekinci at Office Divvy). Yes, if you provide exceptional customer service, it's true that the likelihood of negative comments goes way down. But in reality, we know that you can't please everyone, all the time (some people are clinically off their meds, we understand). So what do you do?