Dealing with Negativity Online

Dealing with
negativity online
Ignore and die.

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Copyright © 2009 Pat Law

Firstly, get over it.
Not everyone will love you.

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Pat Law • blankanvas.bypatlaw.com • 2009

Ever heard of anyone or any
brand that hasn’t been
bitch slapped before?

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My point exactly. Get over it.

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Why did it happen to me?

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Reason #1:
Your product is crap.

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Reason #2:
You are arrogant and rude.

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Reason #3:
You take 10 years to respond to
his/ her request.

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Reason #4:
He/ she was ﬁred that day and was
in a really bad mood.

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Reason #5:
He/ she works for a competitor.

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Reason #6:
Did I mention your product is crap?

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OMFG! So what do I do now?!

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Breathe. Go grab a cigarette. Really.

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Step #1:
Do not respond immediately. Not when
you’re all jammed up with emotions.

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Step #2:
Evaluate the feedback. Is there truth in
what he/she said?

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Step #3:
Remember that not all negative comments
are harmful. Some provide valuable
insights for your brand.

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Step #4:
Negative blog post = email the bugger
Negative comment left by a reader = respond with
your comment

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Don’t leave a comment ever
if it is a negative blog entry.

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It just shows that you’re more
preoccupied with what people
think, than the blogger
himself/ herself.

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But what do I say?

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Step #1:
Thank them for their time. Really.
If they didn’t care enough,
they won’t be arsed.

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Step #2:
Apologize without inviting a lawsuit.

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Say:
“We are sorry to hear of what
you have to go through.”

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Don’t say:
“We are sorry we fucked up.”

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Not until you’ve conﬁrmed you really
did fuck up anyway. Besides, you
need to clear the apology with Legal.

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Step #3:
Address all concerns and offer a solution.

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Don’t be selective over which concern
you’d like to address. Please.
This person’s already pissed off.

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Step #4:
Ask to call them at a time of their
convenience. And leave your contact
details with them too.

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This person doesn’t think you’re a
friend. You have no right to say “Hey
dude, I know you’re pissed, give me a
call some time eh?”

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Step #5:
Follow up persistently

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If it’s a blog post you’re responding to,
and somehow, there’s no response to
your email, then leave a blog
comment.

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All that the blog comment should say is:
Hello, this is [name] from [company]. I
dropped you a note a couple of days ago. I’m
sorry of what you have to go through, and I’d
like to understand your concerns better. Can
you let me know if you’re free for a chat?

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Saying anything beyond that is
just distasteful.

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Can I get the blogger to remove the
negative blog entry
if I’ve already apologized?

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Sure, if you’d like another
negative blog entry.

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Don’t worry. Chances are, if you’ve clearly
shown remorse and sincerity, the blogger
will address it on his/ her blog.

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If not, well, you can talk
about it on your own
corporate blog.

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Oh, do I need a corporate blog???

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Let’s leave that for another day.

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Dealing with Negativity Online

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