Getting your online community supporters excited about your brand helps to do the selling for you. On the other hand, the larger and more viral the community grows, the greater the chances are that you will encounter a “badvocate”. It is very important for any business to learn about handling “badvocates”, so here are 5 tips on how to take action!
#1) Understanding : Reach out and acknowledge why they have an issue. Most problems get resolved quickly because the person just wanted someone to talk to.
#2) Research the issue : Ensure that you read the content carefully. Whether it is a simple tweet or a long blog post, understand the motivation behind the post. What did they have a problem with? Why was their user experience subpar?
#3) Offer a personalized solution : In customer service, there’s no “one size fits all,” because each case is different. Offer an individualized solution, which may require you to work with the right people within your own company. Don’t tell this poor person to call the 800 number — go to bat for him.
#4) Never make or take it personal : Although negative energy can bring your guard down and cause you to leave your comfort zone when conflict escalates, never make it personal. Never attack the person, even if he or she attacks you personally. Keep the conversation focused on the issue brought up, and solve it accordingly in a professional manner.
#5) Watch advocates come to your rescue : Whether big or small, your brand advocates usually always shine at the best and worst of times. When it comes to dealing with conflict online, if you have done your job cultivating advocacy, your advocates will come to your rescue!