Web 2.0 Mar­ket­ing Tip #29: How to Make An­gry Cus­tomers Love You

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:

1. 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.
2. 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.
3. 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.