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.