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Companies Shouldn't Freak When People Talk Smack Online
By: Christine Geraci
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A bad review on the social interwebs could break a company. Dissatisfied customers know this, which is why many of them take to social media to complain, smear, and otherwise drag the company name through the mud in hopes of getting the company to meet a demand or three.
 
Perhaps there's a certain satisfaction in being able to bring others to their knees without having to be a particularly extraordinary or powerful person. 
 
Or perhaps there's just satisfaction in being honest. 
 
Either way, some companies are so spooked by negativity — honest or not — that business owners go so far as to contact individual reviewers. But they don't want to find out what went wrong and attempt to make it right — they just want a negative review taken down.
 
Check out this story about this practice, featuring a man whose mixed review of a restaurant prompted the owner to send an email begging the man to take it down because "we all have families to feed."
 
Such behavior is concerning, even when a customer is clearly just trying to milk the company for a freebie. Why? Because we believe the same accountability social media demand of companies also applies to individuals.
 
Companies demanding bad reviews get taken down should have more faith in their customers. If the company is truly good at what it does, fans will come to their defense, and others will be able to see through the negativity. 
 
Then again, if you suck, you suck, and folks won't be afraid to tell you so. That shouldn't be discouraged, it should be embraced. 
 
What do you think of companies asking reviewers to take down their negative comments? 


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About the Author
Christine Geraci is the Social Media/Promotions Specialist at MVP Health Care in Schenectady, NY. Connect with her on Twitter @christinegeraci.
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