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Don’t silence negative word of mouth — Drown it out

image You can't stop negative word of mouth. Every business has it. (You can't make everyone happy.) 

So don't freak out when you get a negative review or blog post online.

Instead, reach out to your enthusiastic fans and ask them to support you.  A negative comment doesn't matter when it's surrounded by 100 positive ones.  Remember your high school chemistry lesson: The solution to pollution is dilution.

For every unhappy customer you have, there are 999 who love you and have never written a positive review.

The job of a word of mouth marketer is to rally your fans to support you.

When was the last time you asked your fans for their help?

P.S. If you read my book and haven't reviewed it yet, I'd appreciate it if you would.

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Comments

  1. Jim Kukral May 18, 2009 at 9:42 am #

    I did review your book on Amazon in video form a long time ago. But I don’t see it there anymore? Want me to reupload it?

  2. Maria Reyes-McDavis May 18, 2009 at 10:59 am #

    I love these parts of your post, “The solution to pollution is dilution.” and “When was the last time you asked your fans for their help?” — The latter being the most important part. I’m amazed at how many companies and marketers simply don’t ASK their fans for support, great advice.

  3. Torley May 18, 2009 at 6:49 pm #

    Agree — focus on the positive because a lot of negative haters/doubters can’t be swayed. They may come around on their own turn, but that’s not usually because of you.
    Also, keep in mind there are mentally ill people on the Internet. I’m absolutely not joking and trying to rationalize with some of these will just drown you in sorrow, instead of spending time uplifting the people who are already rooting for you.
    Why make life hard? Don’t. Make it easier, treat your advocates with love.

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