How to respond to bad press online

07/18/2009

Following up on my earlier post about customer service being the new marketing, I just came across a great example of how your business should respond to bad press online.

For some reason, an insensitive phone call with a Spanish speaking customer was recorded and uploaded to YouTube, to the embarrassment of Frank Myers Auto Maxx. It got picked up by a very popular blog, The Truth About Cars, giving it broad exposure. Immediately the comments started coming, all of them disparaging to the dealer.