When the Going Gets Tough, the Tough Get Going
Bad press will happen from time to time. It is an inevitable part of being in an industry’s spotlight. Occasionally, people will post negative comments on your site, blog, or forum. In the world of social media this is all preordained. The question then is how should one cope with negativity?
These are the basic realities that need to be faced:
C’est la vie. Simply put- negative comments are a fact of life. You can’t make everyone happy and some customers will post their criticisms online.
If I close my eyes really tight, it will all go away. Unfortunately, life doesn’t work that way. Deleting negative comments will only make things worse.
As a kid, I once went against my parent’s rules and decided to throw around a ball in the living room. Needless to say, I broke my mother’s favorite vase and instead of telling my mother, I hid the pieces in my neighbor’s trash bin. Somewhere in my little head, I was convinced that by making the vase disappear I would avoid getting in trouble. Ask me if I got spanked.
If a client or customer is upset enough to post something negative on your website, you better believe that by deleting the comment you are only enraging them further. This will cause them to voice their frustrations somewhere else. At least by keeping the negativity on your site you can monitor what is being said.
It’s a red flag. Negative feedback can be beneficial. Use these negative comments as an alert system. Feedback from customers is important. It gives you the chance to improve and grow as a company.
When life hands you lemons, make some lemonade. You have received some negative comments. So what? This is an opportunity to show your leadership and take charge. Generally speaking, great leaders are always remembered for how they handle conflict. Be proactive and address the negative comment head on. If customers see that you are doing something to correct a mistake, eventually you will regain their trust.
Our lives are not determined by what happens to us but by how we react to what happens, not by what life brings to us, but by the attitude we bring to life. A positive attitude causes a chain reaction of positive thoughts, events, and outcomes. It is a catalyst, a spark that creates extraordinary results. — Anon