Getting 'Called Out' Online
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Has your business ever been publicly called out on social media by an agitated customer? In this episode, John explains how to control our primal instinct of retaliating back and adding to fire, but instead using these professional tactics to resolve the situation. Handling negative feedback in the correct manner can potentially gain new clients and reinforce the trust back into your existing clients.
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KEY TAKEAWAYS
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- Keep calm and take five minutes, taking a quick break to chill out and think about something else away from the situation, go outside, go for a walk. Being called out on social media does not require an instant reaction. \\n
- Leave emotion out of it. You may want to go berserk on this person, but you absolutely cannot. Respond on facts, not emotion. \\n
- Be professional. Believe it or not, you need to thank them as they have given you feedback. \\n
- Be Victorian in your response, keep a stiff upper a lip and run into war with some integrity. A polite and professional response to criticism may will give you the upper hand by not stooping to their level. \\n
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- Stay factual and stay on the point, if they’ve asked you a question then answer it, don’t bury your head in the sand and avoid the question. \\n
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BEST MOMENTS
\\n‘Anybody who says they have never made a mistake in business is either a liar or they don’t own a business’
\\n‘You can utilise bad feedback in your business to improve and make your company better’
\\n‘You can’t be offended at facts’
\\n‘Be Victorian in your response’
\\n‘Be incredibly professional at all times’
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VALUABLE RESOURCES
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ABOUT THE HOST
\\nJohn has several Estate and letting agents in the North East of England. He also has a consultancy business where he teaches agents how to grow and scale a sustainable business.
\\nJohn’s doing this podcast to grow in the estate agency space but also to try and break into other industries as the formula he has developed for estate agency success, will work in other SME industries and he wants to break into high ticket coaching.
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CONTACT METHOD
\\nhttps://www.facebook.com/agencyconsulting/
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