how to face detractors
On the subject of detractors, Connie Reece just posted a great case study (pdf) of a successful response to a negative post on an influential blog last year (see the dialogue here). Also reviewed at MarketingProfs. Key points:
- respond - if you ignore it, the converstion will carry on amyway and you have no chance of influence
- make sure you come across as genuine and reasonable (presumeably you want that in your brand)
- don't get defensive - instead engage in a constructive conversation
Note - make this an opportunity to learn how some people in your audience might be reacting to your messages and use the limelight to correct it, if appropriate. Just do it in an open, honest and fact based way and you may even come out ahead.
Tony
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Reader Comments (2)
Thanks for referencing my case study, Tony. One of the biggest fears for a company entering the social mediasphere is negative comments, but they can often be turned to positives, or at least neutral.
Thanks to you Connie! The social mediashpere is more wild-west than the traditional and that does scare people - especially corporates used to at least feeling in control. Negative (and positive) comments have always been there - just not so visible.