Open Wide - The Official Blog of The Chicago Dental Society

Permanent link  Handling negative word of mouth


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.


yelp , marketing , word of mouth ,