It seems that there are two ways to deal with the negativity of your customers, readers, and colleagues…
One way, is to ignore it, or to censor it. Pretend it isn’t happening and try and turn away. Dave Cushman’s post about BT sums up how well that normally works, here…
The other way, which is most likely to turn the negative into a positive, is to find out why colleagues, customers, or readers are unhappy, and attempt to explain why decisions have been made, and then look at ways they can be changed…
Even if it’s not something that can be altered overnight, I’ve always found that a prompt reply and honest explanation normally creates a better response and more loyalty in the future. Indeed, it can turn someone with a complaint into a vocal supporter and explainer inside the rest of their community.
And apply the same techniques to your staff. Don’t dimiss their concerns, but try to find out why they feel a certain way, and ways it can be changed…
The biggest and best weapons a company can have in the modern age is enthusiastic and engaged workers and customers. They’ll give you money, do your PR, and feel able to make changes which will help your company grow. And if you don’t engage them, eventually they’ll find someone who will…