Web 2.0 Marketing Tip #29: How to Make Angry Customers Love You
By Ralf Skirr.
No matter how great a marketer you are and no matter how good your products are, you will find that there will always be some people who will say bad things about your business or products. That is unavoidable; after all, different people have different opinions.
That does not mean you won’t have to do anything about angry customers, though. Today, you will discover a way to make angry customers love you and develop your business into a very reputable brand everyone talks good about.
Turning Upset Customers to Happy, Loyal Ones
Here is an easy way to make upset customers happy and make them fall in love with you:
- Use Twitter Search Engine– Using the Twitter Search Engine, try to find all instances where your products and services have been mentioned. You must specifically look for bad reviews of your products, complaints about customer service, and generally anything else that speaks about your company and offers negatively.
- Find negative comments and respond– Once you found negative comments, create a list and start offering a response to each and every one of those bad comments.
- Give freebies or other solutions– Along with your response, you can offer free products, give a solution to the problem they are having, or let them give their suggestions. If you find that people are complaining about a certain feature of your product, then you should take that chance to announce a change you will make on your product and then offer a free updated release to all who have already purchased.
If you carefully follow the strategy laid out above, you should be able to turn any negative press you find into positive press, as people are likely to say good things about you after you promptly redress the problems they presented and offer compensation.