Dealing with Libelous Comments

The worst thing about owning a business is when someone begins to talk bad about it. Especially, when they just make libelous remarks.

For example, someone begins to feel cheated or doesn't quite understand the rules.

Running a business forces you always have to be prepared for this. A well placed negative review can damage you. This is one of the reasons I've always held customer service at the highest notch in my business plan. Plus, I am a customer just like you and man I hate it when I get lousy service.

Companies don't seem to really give a damn anymore about the customer. Let's face it we're just one person and they are huge corporations making millions.

Wal-Mart or Blue Cross doesn't really worry about upsetting people. It's all a numbers game to them. You are a percentage. As long as a set percentage doesn't complain then everything is fine.

I guess that makes some sense, after all people can get confused or just angry because they don't like the rules of that business. So you can't take stock in every complaint.

However, I feel each complaint should be answered to our best ability. That means not only answering emails, but taking an active role in the customers' experience.

For example. here are 2 different scenarios.

Let's say you sign up to Xomba and immediately begin posting copied articles. Yes, that will get you banned immediately and it is doubtful you'll ever hear from us. Not only are you breaking our and Google's rules, but you are violating U.S law.

Now let's say you've been on Xomba for a couple weeks and have been posting and commenting and following the rules. Today, you decide to post something that violates our terms. Well instead of permently banning you we will actually do the research and contact you with a warning.

This is called giving the customer the benefit of the doubt. (Of course I don't really think of you guys as customers, but I am speaking in general terms.) 99% of the time we resolve the problem and find that there was just a misunderstanding.

Now sometimes either, A) A person can no longer follow the rules or B) There is confusion over the exact rule, but we must enforce it nevertheless. (Remember, we have to adhere to Google policies as well)

The point being that if you are a small business owner, no matter how great your customer service is there will always be a person who feels cheated.

Let me tell you guys nothing stings worse than that.

I've learned that by putting the customer first and (as the owner) being part of the community on a daily basis that I can sleep at night knowing that if someone is saying something bad about Xomba that it is their problem not ours.

We're all lucky enough to have Jeremy who holds a great deal of patience every day. His customer skills far exceed my own.

If you own a business or our a manager or even a server at a restaurant heed this advice.

Treat others the way you wish to be treated.

The customer may not always be right, but they do have the right to be heard and make their case.

Who knows, I might one day be confused and agitated at your business and would greatly appreciated some undeserved patience.

Feel free to drop your comments.