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How Should You Deal With Outrage Culture as a Small, Local Business?
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Thinking about today’s episode took me back to 2020. It was a hell of a time for brick-and-mortar businesses, in a bad way! You couldn’t say anything about that lockdown period without somebody being mean and nasty about it.
Now, for those who’ve been in business awhile, dealing with outrage culture is nothing new. But it can be dangerous for you as a small, local business. In this episode, I tell you about some of my horror stories dealing with angry customers and cover best practices for handling negative reviews publicly.
3:00 - Two of my experiences with customers from hell
8:30 - The 1st thing to do when someone lashes out at you in a negative review
10:34 - The question to ask yourself next
12:09 - What you need to consider before you respond to the complaint
16:06 - A rule for dealing with those who continue to be outraged and refuse to stop
17:41 - Another useful tip that can take the sting out of the outraged customer or client
18:48 - Benefits of your professional response to an angry complaint (one of them might surprise you)
Find me on Instagram or LinkedIn or email me at hello@lesliedlyons.com.
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