So what do you to do with negative comments you face them, answer them, turn them around. The beautiful things is that you get to do this in real time, with an audience and the rewards are great.
This is short case study that I was personally apart of but didn’t create the strategy. It’s a success story I’ve told at many speaking gigs. So here it goes. More
My friends and I are serious sushi lovers and we’d never gone to Cocoro at Mayfair Hotel before. We went and ate a table feast of food and drink, laughed and had a great time. It was 10 of us out celebrating two my friends visiting from overseas. It was about 15 minutes to closing time, when George the waiter brought our bill. Since we were going dutch we asked him for a few minutes to go through the bill and get our monies straight. Instead he just stood there hovering. After about 2 minutes, and watching us pass the bill around, George obviously impatient, said to my friend Audley, if we’re ready as yet. Audley working the calculator answered, not as yet, please give us a few more minutes. George sighed, then retorted “Well the cashier needs to go home” took and breath said said ” or Do You need a bigger calculator.” By this time the table erupted in whoa…that’s rude..did he just say that?.
What happened next: We left Japanese Restaurant Cocoro and went home and about almost all of of us went immediately to our Facebook Fan Pages and wrote a note ( The Facebook blog facility) about our really awful experience and why we’re not going back. The multiplier effect of our action was that with each of us having an average of 500 friends, our notes which when published shows up in our profile feed and the news feed of our friends – reached 5,000 people before morning. Of course scores of our friends commented and vowed never to go there or return.
How Japanese Restaurant Cocoro redeemed themselves: Someone attached to Japanese Restaurant Cocoro saw the note written and circulated by one of us and somehow told the owner Mr Sawada who contacted my friend Audley, apologised, then offered us all free dinner and drinks on the house to come and have a different experience at Cocoro. We went, had a ball and went back online on Facebook and shared with our 5,000 friends what had happened and our great experiences.
Now that’s how you turn around a negative comment into a great customer experience that bolsters your brand.
Are you monitoring your brand’s reputation online? Do you have a strategy for response and turn around?