It's essential you nip the problem in the bud before it
leads to devastating results. Here's how to fight back:
The best way to counter negativity is to create positive
word-of-mouth. Try to get to the source of the problem and
specifically answer the charges.
Negative comments are often spread by discontented customers.
Compile your customer complaints, and see if there's a pattern.
Do you have a problem with a particular product or service? Or
could a disgruntled employee be the cause? The best way to find out
is to ask customers what they think about your business.
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Finally, plan ahead. Have emergency plans in place in case there
is a problem. And if you encourage an open relationship with your
customers, you'll likely be able to head off problems before
they happen.
Excerpted from Get Smart: 365 Tips To Boost Your
Entrepreneurial IQ