It seems like most blog conversations about comments deal with spam. However, it seems like the topic of negative comments gets little attention.
For business owners, marketers, and the like, the fear of negative comments on blogs motivates comment moderation. The HORROR! (To understand the downside of moderated comments, check out Kian Ann’s thoughts on encouraging blog conversations.)
But, to their credit, what else should they do? Can marketers credibly promote a product but allow people to post negative comments? Can a law firm promote their work and also handle negative blog comments? YES!
People like open forums
First of all, think about the culture of the internet. It’s all about promoting the free flow of information and encouraging discourse. If you have a blog, you likely understand this already.
People like information. Good and bad.
If you have a blog or website and allow negative feedback, it gives your business or law firm a transparent image. You’re not hiding things; you’re out in the open. People respect that.
The main key, as I see it, in handling negative comments is to be responsive to these users.
Don’t just ignore them. See them as opportunities to display your customer service. Take these comments on and solve the user’s problem.
Reply to the comments. Contact the user directly. Show your blog readers that you’re taking action.
Yes, that’s easier said than done. But it can be done.
If one of your firm’s clients posts that your services weren’t satisfactory, inquire about that. Respond to the client and try to rectify the situation. Perhaps offer a slight reduction in the fee. Do this as a blog comment, so people can see that you are handling the situation.
For a company that sells products, you can offer several things in response to a negative comment. Maybe you can offer to repair the product. What about a replacement? Better yet, offer a discount on future purchases.
What do you think?
These are just my thoughts on this difficult subject. Personally, I can’t imagine even having moderated comments on my blog. This is a forum, not a pulpit.
But enough of my thoughts. What are yours? How do you handle negative comments on your blog? Let’s get a discussion going here. Please post a comment below or drop me a line.
[tags]legal andrew, negative feedback, negative comments[/tags]
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