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Permanent link  Handling negative word of mouth

03/25/2009

Some timely advice from GasPedal's Andy Sernovitz on dealing with negative reviews:

Build credibility before you need it

Let's say you find a bunch of bloggers attacking your products. You and your PR team could show up to post a perfectly worded response. Doesn't work. Why? Because you'll look like a shamelessly self-serving PR team that's only there to post a perfectly worded response.

When nobody knows you, you're not part of the discussion. Instead, focus on being a regular participant, a known name, and a familiar face in the room if you want any hope of responding to the negative word of mouth successfully.
Read the entire post and his advice for diluting negative reviews.

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