Lookaly Blog - What's happening on Lookaly

Last week we mentioned why it can be a good thing to get complaining customers. We came across another useful article, this time by Niall Harbison on Simple Zesty, who talks about dealing with the negative comments you receive online.

…as consumers online become more vocal and are empowered by tools that let them shout louder than ever when they feel slighted. It’s part and parcel of the web but for people affected by it for the first time it can be quite disconcerting and terrifying.

People now have the tools to shout louder online. No longer are bad comments restricted to one to one conversations at the water cooler. Whether it’s using Facebook, Twitter, a blog or an online review website, people are free to say what they think, and you as a business owner can’t ignore this.

Niall’s tips for dealing with these negative comments are:

1. Pause before you engage
2. Don’t threaten legal action
3. Talk about the issue, not the problem
4. Maybe they have a point?
5. Accept that 10% of people won’t like you
6. It’ll be over before it has begun

Read Niall’s full article here.