You’re not in charge of what people say about you.
Interesting article in the Institute of Directors’ newsletter about ‘Web 2.0′. Blogs, podcasts, forums and social networks are all very attractive add-ons for business it says, however:
“…you should also steel yourself for negative or even harmful feedback. Hackers and disaffected staff can use blogs and social networking forums to post negative feedback about your business.
And you need to be confident in your product or service before allowing customers to review it openly on the web. If they do highlight problems – be ready to fix them quickly.”
The idea that you can in some way control customers reviewing your products and services openly on the web is completely stuck in 20th century thinking. Put a blog on your site or don’t, it makes no different to the power of online customer feedback & reviewing. The beauty of this information revolution is that it’s going to force you to do one of three things:
1) Provide great service
2) Provide great customer service when you fail to provide great service or -
3) Lose customers