I've Got a Blog and I'm Not Afraid to Use It!
That was the name of a recent post on my own blog. I was unhappy about the customer service I received from a company and I wanted to vent. If the Internet helped customer complaints go public then the blogosphere has made them go viral.
Even if your company doesn't have a blog, it should be aware of the blogosphere and what consumers are saying about it.
You can quickly do a search at Technorati on your company's name and see if anyone is talking about you and what they're saying. And trust me, if you can find it, so can your prospects. I've often done research at Google into companies and found negative reviews of the company right on the first page...sometimes above the link to the company itself!
If you do find yourself the target of some angry consumer, don't take the tack of suing the offender. It'll only escalate the situation and make you look stupid. Plus, it will give the person something else to blog about.
Instead, realize that you may have done something wrong to offend your customer and respond to them on their blog in the comments section. So often people just want to feel like they're being heard. You may not be able to get them to retract their post, but you may be able to apologize and salvage the situation.
If you have your own blog, you also can tell your side of the story. However, do it in a calm manner without trying to make the angry consumer look bad. Remember, everyone cheers for the underdog.
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