Our last enewsletter addressed the subject of How to Handle Online Customer Complaints. It included suggestions on what not to do, as well as best practices to follow. In the course of researching that issue, I came across a superb example of using customer comments to your advantage. To have a look, go to Garden Watchdog and look through the listing for Santa Rosa Gardens.
Up until this past spring, a company representative answered not just the occasional negative comment, but also most of the positive ones. Wow! That leaves a superb impression: a real live human being who listens to customers and really cares. What a concept!
