Ashley – Thank you for sharing your own experience! This is a great case study for everyone to take note.

Kat – Send your mom to me. Blair and I will take care of her.

Dan – Such a great, great point! We should all get to the point that we’re scared companies are not telling us what is wrong. Bravo!

Jason – You’re so right. I wish we all could be less judgmental and more open-minded. Perhaps it would create world peace.

Davina – First, thank you for the extra Rs. You’re right – they fit in really well, especially if it’s a company complaint. Secondly, I’m with you – I almost always have to take a breather so I can react professionally instead of emotionally. But I’ll admit, I haven’t always done that. It’s a lesson I’ve learned in the past couple of years.

Look at what Toyota is trying to do now: full page ads with “letters to customers” and press tours, keeping service departments open longer. As opposed to my dry cleaner, who ruined a sweater and STILL has not done anything to correct the problem (won’t get my business ever again).

Going to give you some more Rs: Research and Relay. Research the complaint before reacting/responding, so you have all the facts. That way you’re better able to give the right help. Relay the issues up the chain of command to the proper people: R&D with product issues, tech/customer support so that the problems don’t recur.

How I handle negative feedback? Reflection is the hardest, because you’re so close to your own work that it’s difficult to see the other side. So I always talk things through, seek trusted opinions before doing anything so I can respond professionally, not emotionally. FWIW.

You will make mistakes. People will be dissatisfied. These are facts of life in running a business. What’s important is that you allow yourself to stand accountable for any problems your customers might have.

Even if the problem stems from something completely out of your power, you NEED to know about it so you can fix what needs to be fixed or make sure your customer is at least satisfied with the ultimate outcome.

The worst thing that can happen is a customer is dissatisfied and decides NOT to tell you. Then you’ll never be able to make it better. And they’ll likely tell everyone other than you.

Negative comments often lead to innovative products and services and allow you to focus on the most important aspect of running a business: Make sure you’re addressing the customer’s needs.

As always, Gini, you’re right on target with your steps for action. Thanks!

We had a consumer point out a flaw in our packaging and posted a YouTube video describing his disappointment. We chatted offline with the customer, resolved the issue and another video was posted singing our praises. Most people just want to know you’re listening to them!

One of the things that agitates me the most is when a company messed up or I need something fixed, and I was brushed aside or on hold for 2 hours and hung up on my a phone system or a CSR going to lunch. Not only did I leave negative comments, but I used Twitter which can multiply that by 10K.

As a business owner, one of the things I said to myself is that I am going to treat every customer like I would want to be treated and I myself am very picky. If your customer service is excellent, in most cases it won’t result in a public negative comment even if they weren’t happy. Customers I find want to know you are taking care of the situation and that you are concerned with their issue or problem. They just need to know that you care about them.

Negative comments let us as business owners/executives know that we aren’t doing are job right. Those people are actually doing us the favor and helping us be the best company or executives we can be.

Laura – It ABSOLUTELY works in personal situations. I like to say, “I hear you. I need some time to think. I will get back to you soon.” And then I do.

Lyn – LOVE that analogy! I’m stealing it. Thank you!

Ben – Right on! People just want to know they’re being heard…even if it’s just to hear “I’m sorry.”

Gregg – I love that you’ve taken it one step further to include the entire organization, not just the individual.

Deb – I think any negative communication, written or in person, needs time to reflect. The difference with social media is we have some time to think about how we write something…and how it will be perceived.

Andy – We are all busy. We all think we’re right all of the time. If we all step back and open our minds, we might learn a thing or two.