Bad News Travels Fast
By Mark Bortz
You’re right… bad news travels fast, and it’s been said that a customer with a bad experience will tell 10 friends. The down side of this in real life is that the business has no ability to address the customer nor their 10 friends.
Think about it… if you knew your customer was upset and telling their 10 friends, you’d absolutely contact your customer and do whatever was needed to “make it right“… and better yet, if you could have their 10 friends right there when you “made it right” what an impression you could make on them.
In the social networking arena, you can accomplish this and more. If you learn about a customer who’s unhappy with your business, and decides to make it public in their social network, you have a perfect opportunity to communicate with them, in front of all their friend, to “make it right.” And in doing so, you make a clear statement to the potentially hundreds of friends, that you as a business will always take care of your customers.
No other communication tool allows you to accomplish this and it’s a good reason for your business to get involved in social networking right away.
