An Example of Handling Negative Comments

By on September 13, 2006 in Blog Coach with 2 Comments

A few days ago, I posted about the Facebook situation. I’ve already used it as an example to clients. There’s another exchange I’ve been using as an example, but it’s with a small business owner and a former employee.

Back in March, I did a write-up on one of my favorite business blogs, Two Maids and a Mop. This was before the days of BlogTipping and before I knew about Small Business Blog of the Day.

At the end of July, a former employee of Two Maids commented on the post with some complaints about the operations of the company. Owner Ron Holt saw the comment and responded in kind with his side of the story – and then posted about it on his site.

Who’s right? Well, that’s not what this post is about (and besides, there‘s are three truths to every story). There are some valuable business lessons to be learned:

  1. Every business owner should know what’s being said about your company. Whether you have a blog or not. Using searches and RSS feeds is a must.
  2. When a customer/employee has something to say, acknowledge their opinion – and if you’re wrong, even partially, admit it.
  3. Currently, Two Maids does not accept comments. But it didn’t stifle the conversation. Tara found a place to speak up and did so.
  4. Ron humbly acknowledges Tara’s comments topside on the company blog.

It’s possible that both Tara and Ron have improved (and hopefully mended) because of the conversation. With much respect to Tara’s perspective, the way Ron Holt handled this exchange is an example we can learn from.

(Disclosure: Two Maids and a Mop is NOT my client, but if they were – I’d be proud of how Ron handled this exhange. I’d also encourage the use of comments.)

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  • http://www.zoominfo.com/Search/PersonDetail.aspx?PersonID=-87134 Susan Cergol

    Mike, I’m really impressed with this whole exchange. First of all, with the way you use your blog to reach out and gather people of like minds and mutual interests. (From his reaction to your original post on his Two Maids site, I can tell Ron felt the same way.) Since accepting your indirect offer to serve as a tour guide of the blogosphere (a part of it, anyway!), I have been introduced to so many interesting people and ideas. Thank you.
    I’m also impressed by Tara’s willingness to express herself, and Ron’s willingness to address her comments directly–both here and on his own site. Everyone knows that things can and do go wrong in business, from both sides of the service counter. But this shows the power of keeping all channels of communication open.

  • http://www.converstations.com Mike Sansone

    Hi Susan. Thanks for your comment. You make a good point about the “willingness” to communicate. Without that, conflicts cannot be resolved. I’m humbled that this site played the role of bridge – but I’m glad to see the gap “crossable.”

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