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Coping with online reviews

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in Best-Practices Leadership,Leaders & Managers

When your product or service gets panned, don’t panic.

“Bad” publicity could prompt an influx of curious new customers as it did for celebrity chef Guy Fieri when a food critic trashed his restaurant. Here’s how to handle your next bad review:

• Count your blessings. Negative publicity raises awareness. Rebecca Black’s mindless song “Friday,” which literally points out that “yesterday was Thursday,” drew ridicule but made iTunes’ top 100.

• Keep things in perspective. No­­­body’s hurt. Nobody died.

• Take amateurs seriously. Professional critics may have more clout, but shoppers are more likely to listen to ordinary customers—and they’re wising up to trolls.

•  Fix it. Try to make things right and invite them back.

— Adapted from “How to Cope With a Terri­­ble Review,” Venessa Wong, Bloomberg BusinessWeek.

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