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Home Running A Business Small Business Marketing Managing Your Online Reputation—Part 2
Last week we talked about some of the personality types of the people who seem to be detractors online. Although some of them are easier to get along with than others, today I thought I’d share some additional insight from Andrea Weckerle, the founder of CiviliNation, a nonprofit dedicated to fighting online hostility and character assassination.
Before we jump into the specifics of how to deal with detractors online, she outlines a number of behaviors, or skills, you need to master to deal with the heartburn of unhappy people:
When dealing with problems online, it’s important to understand that a one-size-fits-all approach doesn’t work. You’ll need to address each issue individually. You’ll want to triage the problem by finding the answer to the following questions:
Dealing with online detractors and customer service issues often takes finesse and tact in the face of a personal attack. Keeping this list handy, realizing that there are different types of people who complain online, and that keeping the discussion focused on the problem is the first and best line of defense, you should be able to navigate the challenges associated with most of the complaints you’ll face online.
Small business evangelist and veteran of over 30 years in the trenches of Main Street business, Ty makes small business financing and trends accessible in common sense language devoid of the jargon.
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