I was especially interested in Mack Collier’s four alternatives people have when negative comments come to blogs. Over at MarketingProfs.Com in an article titled, “In Ignore 'em or Embrace 'em? How to Handle Negative Blog Comments,” Mack said…” One of the biggest concerns companies have over starting a blog is how to deal with negative comments. If your blog accepts comments, then you have four alternatives when you receive a negative comment to your blog.” 
1. Ignore them/delete them.
2. Antagonize them.
3. Attempt to pacify them (or 'shut them up').
4. Address them.
About number 4 … Matt said… “This is always the best course of action. You can't please all your customers all the time, but you CAN listen to them.” I agree.
After reading these though, I’d like to toss another alternative in the hat for trial, it’s from a brain based perspective. Use good tone as a way to build goodwill even among those who disagree. At the same time, I suggest business leaders show a genuine willingness to change … based on what is said in comments from those who stop by. It could just be my business that attracts so many fine and intelligent people, but I’ll bet yours does too. Tone allows the differences to surface so that we all learn from one another’s unique perspectives.
Interpersonal intelligence is highly underrated as an effective tool to build customer trust and employee confidence. What does good tone look like? The comments and feedback offer unique opportunity for business growth. Even negative feedback, provides a singular opportunity to develop and use interpersonal intelligence.
Negative comments, handled with good tone ... can open improvements through people's suggestions for better business benefits and mind-bending profitability. In the art and science of blogging, comments offer the grist of customer growth - even those that come from customers with poor tone. What do you think?
I would like to remark that I am not surprised when I receive negative comments. Life is a constant stream of feedback, some negative and some positive. Blogging entails descriptions of opinions, responses or actions which people can choose to disagree with or agree with.
Posted by: Dragon | October 26, 2006 2:30 AM | Permalink to Comment