People have the habit of complaining about products and services online. When the complaints are relevant and an apology is needed, company representatives often post them on the blog where the initial problem was revealed. While some are great and solve the problem while both gaining the support and admiration of the blogger in question, others fail. After looking into a few of these apologies and trying to understand where people most commonly go wrong, I have rediscovered the art of writing effective replies to people’s problems.

But before I start, if you’re wondering why you should apologize in the first place, it’s because news travels fast online, if the problem is significant, there are great chances more people will complain and all that negativity will pop up when potential customers look you up online. You shouldn’t apologize for nonsense and give credibility to shady bloggers and nonexistant issues, but when the problem is real, you need to solve it, apologize for the inconvenience and let people know it has all been taken care of.

Here are a few tips for writing apologies that will help your company and not worsen the situation instead:

1. Recognize the problem and give it due consideration

Some apologies fail because while they say the “I’m sorry”, they fail to focus on the problem and the discomfort experienced by the customer. Instead, they rush through the apology and the unpleasant situation and focus on what the customer should have done, the proper channels to report the problem and how they can solve future problems. This is all wrong because if you’re replying, it’s clear the online piece of posting has reached its goal of making the issue known. Writing an apology that says this is not the right way and you won’t do much about it makes you look bad! Continue reading

Popularity: 1% [?]

What I think you shouldn’t have missed last week…

Welcome to a new edition of our almost-weekly reading roundup. First of all, I’d like to wish you Happy Monday! Hope your week is as bright as today’s sun, keep busy but don’t stress out, but before anything else, try reading the posts I’ve run across!

Tanya Maslach, guest writer on Women on Business gives businesses a new perspective: a few great lessons they could learn from Hollywood.

Liz Strauss, in her “Visible Authenticity” series, identifies 10 blogger best practices we should use when extending our reach.

We’ve all heard of sucessful blogger pitches, of results and of how we should adapt our message to each of the persons we contact. If you really want to see how it’s done, Tod Defren of PR Squared has published a great case study showing how exactly one should write to fit the profile and background of each blogger they contact.

Regardless of their field, ailing businesses have some common issues. Karen Swim of Words for Hire has identified 5 of the common problems businesses on a falling trend seem to be caught up in.

Mary Schmidt, a guest author on Lip-Sticking, has come up with a funny list of things to do when you want your emailes automatically ignored.

And to finish this week’s roundup on a funny note, I recommend Ian Lurie’s Geek Guide to Problem Solving, or otherwise put, 10 ways to think for yourself.

What did I miss? No matter how hard I try, I definitely can’t read all the great posts published in a week. So please tell me what you’ve come across and let’s all share our findings!

Have a lovely week!

Popularity: 7% [?]

When you think of marketing a product or a service, you have to consider what kind of issues it will help your customer with. But just telling them what problems you’re solving might not be very convincing. You need to also show how it all works. So what can you do: talk to your current customers and start writing a few case studies. Then move along to publishing a few testimonials on your site.

But when you’re new, there aren’t hordes of customers to show off. And even when there are, they might not be cool enough to draw that much attention. So what can you do then? Well, it’s easy: scan the papers, magazines, portals and blogs for news on a problem you could solve popping up in the life of someone important. A star, a state department, some sort of royalty, there are dozens of possibilities. Continue reading

Popularity: 12% [?]