Approaching Social Influencers

As I shared with you in a recent article, I have learned that social influencers rule the world . . . or at least the small piece of the world in which they reign (read that story here).  My goal now is to harness this great power – for the benefit of my small business as well as yours.

Replicating Success

My direct experience with social influencers was limited to one feature in which I had no impact on the course of events. (In other words, I had absolutely nothing to do with the success I reaped.) 

A social influencer made a video showing her followers how to create and package vanilla extract (using my label template) as a suggested Christmas gift (watch the full video here). 

However, my logic in formulating an approach to being featured by another social influencer is to try to repeat (as closely as possible) this past success.  I have a play book so to speak, but I need to do all the work this time to get the players in place. . . .

STEP ONE : Make sure your product or service is set up for affiliate marketing.

Since paid placements with social influencers can get pretty pricey, my route of choice is affiliate marketing, in which “an online retailer pays commission to an external website for traffic or sales generated from its referrals” (Oxford Languages).  Make sure whatever venue you use for sales supports affiliate marketing.  All of the big ones (like Amazon, Walmart, Etsy) do.  If you sell your products or services through your own channel and don’t already have an automated commission structure in place, you may want to consider utilizing a popular third-party for that purpose.  (The reason the third-party should be a popular one becomes clear in step four.)

STEP TWO : Decide on the right product or service for the time period.

Given our current, heightened focus on hygiene (which I think will last for years to come), I’m thinking DIY hand soap might be an equally popular Christmas gift for neighbors, teachers, mail carriers, etc. 

Always think about holidays.  Of course, Christmas is an obvious one (and you can’t start your planning too early), but lots of other holidays have great potential.  Last week’s Super Bowl Sunday (whether people are quarantining or not) increased sales for many different types of businesses, and this week’s Valentine’s Day is another cause for lots and lots of cha chings.

Relating your product or service to current events is another boon. 

STEP THREE : Seek out a social influencer who is a good fit for your product or service.

A social influencer typically has a brand all of their own, and you want to be sure your two brands are a good match for one another.  For instance, my son’s favorite social influencer plays Roblox on YouTube.  I have an in-depth knowledge of this individual (having overheard many hours of his videos, getting to know him and his favorite games), which is a great bonus, but he unfortunately would not be a good fit for my hand soap labels.  Don’t get me wrong; he’s a resourceful guy, and I’m sure he could make it work, but I’m also sure he gets heaps of partnership offers and would be apt to pick a more ideal choice.

I focused my search by narrowing in on the related item.  I searched google for “diy hand soap recipe” and found a number of influencers who had posted one.  I looked for one that had a good following and had posted the story a while ago . . . and, therefore, could justify re-posting the story in the fall with a Christmas tilt.  

STEP FOUR : Make sure they’ve used affiliate links for your platform before.

Since you’re approaching a quasi-celebrity, you want your proposal to be as easy for them as possible.  Therefore, scan through their previous posts, videos, etc.  Do they ever include affiliate links?  If not, they’re probably not going to start doing so for you.  If they do, what types of sites do they promote?  Have they worked with your third-party before?  If so, you have a much greater likelihood they’ll consider your product or service.

STEP FIVE : Temper your expectations based on the individual’s following.

The problem with the truly famous social influencers is that they are most likely not going to respond to unsolicited proposals.  They already get a ton from big brands, so your average small business isn’t going to be able to influence them.  However, the possibility always exists that you will just happen to be suggesting a product that they were planning to promote in the near future.  Kismet.  Probably not . . . but never entirely dismiss good old fashioned luck working in your favor.  If you’re dying to work with a certain famous someone, give it a go; just don’t get your hopes up. 

(Source: https://www.businessinsider.com/influencer-marketing-report)

If you can get a macro or mega influencer to include your affiliate link, you’ve hit the jackpot . . . though your likelihood of doing so could be just as slim unfortunately.

The mid-tier is your sweet spot.  You want the person to have enough followers that your product or service will have a substantial audience but not so many that they’re completely inundated with requests just like yours.

I certainly wouldn’t disregard micro or nano influencers, but you’ll need to focus on quantity in order to get a similar bang for your buck (in this situation, your effort being your “buck”).

STEP SIX : Spend some time getting to know your chosen influencer.

Once you’ve set your sights on your target (or targets), it’s time to become his or her biggest fan.  Get to know the influencer better.  I wouldn’t just recommend spending a concentrated period scanning previous posts, though that is a good idea, too.  You need to become a follower and immerse yourself in their world for a period of time.

STEP SEVEN : Plan how you will send your pitch.

Instagram messages are the worst as they limit your number of characters per message and automatically insert pictures for any links.  Facebook messages and e-mail are good.  You also want to be sure you’re using a venue in which your message will actually be received. 

STEP EIGHT : Create your pitch.

You have your strategy and you personally (kinda) know your social influencer(s) of choice.  Now the time has come to draft your case.  

  1. Introduce yourself.
  2. Give a specific and thoughtful compliment – what exactly do you love about their personality, blog posts, videos, etc.?  (Bonus if you can tell them that you’ve actually purchased something based on their recommendation.)
  3. Introduce your business and your product or service and explain why you think it’s a match for this individual. 
  4. Include pictures – two should do the trick; maybe a high-quality close-up photo as well as another of your product or service in use.
  5. Describe any tie-ins to an upcoming holiday or current events.
  6. Highlight the benefits for them.  You can include the affiliate commission rate and any sales expectations (based on how well the product has does in similar or even very different promotions).
  7. Give you and your product credibility – include company AND product ratings.
  8. Offer a coupon code or some type of discount specifically for this influencer, if possible.
  9. Make yourself available for follow-up questions.
  10. Thank them for their consideration.

In the near future, I’ll be putting together a couple proposals so you can see a few real-life examples in action.  Stay tuned!

How to Easily Create Letterhead for Your Business in Corel Draw (Template Included)

Disclaimer:  While we only recommend products we know and love, we want to note we use affiliate links and may earn a commission for purchases made through those links.

About Corel Draw: If you’re a graphic designer by trade, Corel Draw may not be your graphics editor of choice. If you’re a small business owner without a lot of graphic design experience choosing to do your branding in-house, Corel Draw is a great choice. You can pretty much address all your web and print graphics needs for a faction of the price of the typical designer preference, Adobe. Since you’ve landed on this page in your travels, you probably already know that. If, however, buying a copy has been on your to do list for a while, there’s no time like the present. You can buy yours here and support this blog in the process.

A Quick Note About Versions: I’m using Corel Draw 18. As long as you’re using a version in that same vicinity (i.e., 16, 17, 19, or 20), your view should look pretty similar to the screenshots included throughout these directions.

You can have yours ready to use in about ten minutes, assuming, of course, you’ve already made the hard decisions about your brand identity and:

  • already have a logo;
  • have your chosen fonts; and
  • have selected your color palette to use with your logo.

(If not, we encourage you to read Design Your Own Logo and The Role of a Brand Style Guide first.)

Now, on to the process . . . .

1. Launch Corel Draw and click the “New Document” button on the Welcome Screen.  Set the document to 8.5” wide by 11” high, CMYK color mode, and 300 dpi; click “OK.”

Then, you’ll want to prepare the document a bit.  First, click on the “Snap To” dropdown towards the top of the page; check Document Grid, Guidelines, Objects, and Page; then, click the “X” to close the dropdown. 

Next, add Guidelines to create your margins by clicking on the ruler (just above your workspace) and dragging the cursor from the ruler towards your page.  You’ll see a highlighted dotted line will appear and will continuously “snap” into certain placements while moving.  (The word “grid” will appear over the line at those snap points; since you chose to “snap to” the document grid, the guideline will snap at each quarter inch on the page.)  We want to set the guidelines to create a 1/2″ margin on the page, so let go of your guideline at the second snap on the page.  For the bottom, let go of the guideline two snaps from the bottom of the page.  Do the same for the left and right.  Add one more vertical guideline to the center of the page at 4 1/4″.

2. Then, insert your logo into the document.  From the File menu, choose “Import,” navigate to your logo, select the file, press “Import,” and click within your document to place the logo file. 

You’ll probably need to adjust the sizing of your logo.  If so, just click on a corner of the image and drag diagonally to increase or decrease the size as needed.  (If you drag other than diagonally, you’ll resize your logo disproportionately.)  

Next, move your logo so that the top of the image is aligned with your top guideline and the center of the image is aligned with the center guideline.

3. Next, you can add your footer.  At left, you’ll see an A, which is the text tool.  Click on that and create a square at the bottom of the page within the margins.

With the text box selected, set the font properties at the top of the page.  (I went with Calibri in size 11 Centered.)  At this point, zooming in on the text box is helpful.  Click the magnifying glass at left (which is your zoom tool) and click on the text box. 

In the footer, you can include your company name (or omit if you’d like since your company name is most likely already in your logo), your tag line (don’t waste any opportunities to educate people about your business), your web site address, email, address, phone number, etc. 

You can begin typing by simply clicking into your text box.  If you find you need to increase the size of your text box, click the top center handle and drag upwards as needed. 

I included our business name, tag line, and web address; I also added some dashes above the web address for visual separation. 

Next, zoom back out to the full page view by clicking on the magnifying glass and then selecting the “zoom to page” button at the top of the page.

Create another text box for your body copy.  Click the A text tool and draw your box in between your logo and footer and within your left and right margins.

Set the font properties.  (I went with Calibri Light in size 10). 

And you’re done!  You can now save your template future use.  Go to File > “Save;” then, navigate to your desired location, name your file something that will be clear to you in the future (like “letterhead”), and click “Save.”

Feel free to download and use our letterhead as a starting point.

If you have any questions about the process, just ask us below!

How I Learned Social Influencers Rule the World

It was a normal Tuesday evening a few days before Halloween.  I was answering customers’ questions on my computer, and I heard the usual “cha ching” sound, letting me know I had a sale.  I went to my purchases page and saw a vanilla extract label template was sold, and I sent the customer the customary thank you message that includes some basic instructions.  Then, I heard the “cha ching” again and experienced a little deja vu, since the order was for the same product.  Moments later, one “cha ching” interrupted another, creating an odd “cha cha ching” sound.  All purchases were for the same product.  At this point, I’m thinking to myself, ‘I don’t feel like I’ve had a lot of sales for that item before.’  A quick look at my product statistics confirmed that — since release — that item had only one or two sales per week.  Interrupting my research, “cha ching.” 

I started receiving questions about the item as well, and so I responded with answers to their questions along with a question of my own: “How did you hear about this item?”  I learned that a social influencer on Instagram posted a video about making your own vanilla extract and included my label template. 

I checked out her page (Daryl-Ann Denner at instagram.com/darylanndenner) and saw that she had over 600,000 followers (at that time; now her tally is getting close to 800,000!).  I found the video and watched as Daryl-Ann and her mother (a very likable duo) show how to make vanilla extract and talk about my labels in the process.

(Complete video: https://www.instagram.com/stories/highlights/18125117938087853/)

I have to admit, I felt a bit starstruck.  I acknowledged the silliness; a product of mine was shown on someone else’s Instagram page; big deal.  Enter perspective.  Still, this person had over 600,000 followers, and she included me in her little world.  And in her world, when Daryl-Ann Denner says vanilla extract is a “Best DIY Christmas Gift,” her followers listen.  In that first 24-hour period, there would be over 300 “cha chings” for vanilla extract labels.  Since then, the total count has grown to 2,829 orders at the time of this writing (October 27th through December 29th).  The total sales since originally releasing the item on January 1st, 2020 is 2,865, so a whopping 36 sales had occurred in the ten months prior to the product being featured.

I don’t believe any advertising could have yielded anything close to these results.  So, that’s how I learned that – as the title of this post suggests – social influencers rule the world . . . or at least the small piece of the world in which they reign. 

So how, as small business owners, do we benefit from this recognition?  Obviously, I would love to replicate this success.  And sure, it would be wonderful for another social influencer to simply stumble upon one of my products and decide to feature it, but I don’t think I’m lucky enough for lightning to just strike twice.  I also don’t know if I have the ability to compel lightning . . . but I’m definitely going to try.  I will be spending a good chunk of time researching and doing some trial and error of my own on the best ways to approach social influencers.  If I come up with a winning combination, you will be the first to know!  Stay tuned! 

Learning from Others’ Mistakes: Humorous Branding Fails and Important Takeaways

I recently had the pleasure of doing a guest blog for MiddleMe about humorous branding fails.  With the world still suffering in the midst of a pandemic, I figured we could all probably benefit from a little break for humor . . . with some lessons on avoiding “branding fails” infused along the way.  You can check it out here:  https://middleme.net/2020/11/16/learning-from-others-mistakes-humorous-branding-fails-and-important-takeaways-by-carole-mancuso/

And you may want to take a few moments to peruse the rest of the site while you’re there . . . lots of interesting and worthwhile articles.

Happy reading!

Black Friday Alert: Corel Draw

Disclaimer:  While we only recommend products we know and love, we want to note we use affiliate links and may earn a commission for purchases made through those links.

Photo from Corel

If you’re one of our loyal readers, you know we are big fans of the Corel Draw Graphics Suite, so we wanted to let you know about Corel’s Black Friday sale currently in effect.  The Draw Suite is now available for $100 off ($399 from $499), and four bonus items are included for free (ParticleShop, ParticleShop Brush Pack Bundle, Painter Essentials 7, and WinZip 24 Standard). 

Corel Draw is not one of those products that’s perpetually on sale, so right now is a great time to buy if you’re in the market for a graphics package.

As we’ve said in a number of our articles: if you’re a graphic designer by trade, Corel Draw is probably not your graphics editor of choice.  If you’re a small business owner without a lot of graphic design experience who is choosing to do branding in-house, Corel Draw is a great choice.  You can address all your web and print graphics needs and produce sophisticated, high-end products . . . for a fraction of the price of the typical designer preference, Adobe.  (These days, most Adobe products are only available via subscription, and their special Black Friday price for their annual subscription paid monthly is $39.99 – $479.88 for the year . . . to be paid year after year for as long as you would like access to their products.  For some people, paying that amount for the Adobe Suite is an ongoing invaluable investment.  For others – like us, it’s like buying a Ferrari to take your kids back and forth to school.)

Click here to read a tutorial on How to Set Up Simple Print-and-Cut Business Cards in Corel Draw.

Click here to go shopping and give the Suite a try yourself.

How to Get the Best Fonts for Free

Photo by Lum3n from Pexels

Fonts.  Oh, how I love fonts.  They can make the simplest design unique and elegant.  With the right font, your company name can transform from mere words to a professional and striking logo. So, how does a small business owner make best use of their branding budget (mine is usually $0/mo) to obtain the fonts that are perfect for the job? 

The obvious answer . . . you can search “free fonts” on google and see the results.  Unfortunately, the majority of the fonts in those search results are “free for personal use,” meaning you can use the font for a decoration for your son’s birthday party but not to create your business’s logo.  However, “free for commercial use” fonts do exist, you just need to dig a little deeper for these gems . . . or simply view the list below, because I’ve already done the digging.

– – –

Google Fonts – “Making the web more beautiful, fast, and open through great typography.”

A favored resource, I’ve recommended this site many times.  About a thousand *free* fonts are available, and they’re presented in a wonderfully searchable format (it is google after all).  You’re able to type in your sample text, select the size you want to preview, and choose your desired font characteristic(s);  then, your search results populate accordingly. According to google, “You can use [the fonts] freely in your products & projects – print or digital, commercial or otherwise.”

– – –

Font Squirrel – “100% Free for Commercial Use”

While this web site does have fonts for sale, hundreds are also available free for commercial use (as they promote right in their company tagline).  Fonts are organized by category (i.e., san serif, serif, display, etc.) as well as by other useful attributes (i.e., language, number of font styles included in font family, etc.).

– – –

Font Space – “Free downloads of legally licensed fonts that are perfect for your design projects.”

The majority of fonts available on this site are free for personal use; so, be sure to select “commercial use” as a filter in your search, and you’ll still have thousands of results to peruse.

– – –

1001 Fonts – Your favorite site for free fonts.

Another site in which most of the free fonts are for personal use, you have to look a little closer to find the free commercial fonts.  Click the “Font Categories” at top and within the “Special” section, you’ll find “Free Fonts for Commercial Use.”  At the time of this writing, the count of free commercial fonts was over 12,000, so the choices are still plentiful.

– – –

Font Bundles

I will provide a disclaimer that web sites from this point down are probably only recommended for true font enthusiasts (like myself).  The casual font appreciator will probably not appreciate needing to create an account (albeit free) for access to the free font selection . . . or the regular emails that result (though you can unsubscribe to those; I personally enjoy seeing what’s new in the world of fonts from week to week, but that may just be me).  Now that I’ve mentioned the inconveniences, the benefit is that these types of sites usually have nicer options available.  If you decide to go this route, Font Bundles gives you access to everything in their “free fonts” section, including a new font added every week.

– – –

Creative Fabrica – “BE CREATIVE. STAY AUTHENTIC.”

Another site requiring a free account for access, this source is actually one of my favorites.  They have a “Freebies” section of their web site, in which you’ll find a rotating selection of hundreds of free fonts.  However, my favorite membership perk is their daily emails, each linking to a free font – only available that day.  I enjoy having a free digital treasure delivered to my inbox each morning.  Well, sometimes, the freebie isn’t a treasure, but I can just delete those; no hard feelings.

– – –

Creative Market

Similar to Creative Fabrica described above, you need an account for freebies, and they are regularly emailed to you.  At Creative Market, however, you get one email per week letting you know about six available free goods, which can include fonts, graphics, stock photography, templates, etc.  I would say in general half of the six free goods are fonts.  One nice aspect of this site is that every time you download one of their free goods, its saved for you in your “Purchases.” If you download your free goods every week like I do, hundreds of fonts will be available in that section – all with a nice sort feature and large, graphic preview.

– – –

Do you have a favorite source for free fonts (for commercial use) that I missed?  Let us know in the comments section below!

BTW:  If you get to the point you have so many fonts, you have troubles sifting through your choices, read this story next:  Finding the Right Font: A Review of the Best Available Font Viewers.

How to Write a Vision Statement (Including Definitions, Examples, and a Vision Statement Generator)

Your business’s vision statement communicates your ultimate goal. 

Since mission and vision statements are usually discussed in the same conversation, your mission statement is what you do, while your vision statement is the view once you’re done.

Below are a few formal definitions to elaborate on the concept.


DEFINITIONS

According to . . .

[A vision statement is] an aspirational description of what an organization would like to achieve or accomplish in the mid-term or long-term future. It is intended to serve as a clear guide for choosing current and future courses of action.

Similar to a mission statement, a vision statement provides a concrete way for stakeholders, especially employees, to understand the meaning and purpose of your business. However, unlike a mission statement – which describes the who, what and why of your business – a vision statement describes the desired long-term results of your company’s efforts. For example, an early Microsoft vision statement was “a computer on every desk and in every home.”

“A company vision statement reveals, at the highest levels, what an organization most hopes to be and achieve in the long term,” said Katie Trauth Taylor, CEO of writing consultancy Untold Content. “It serves a somewhat lofty purpose – to harness all the company’s foresight into one impactful statement.”


EXAMPLES

Want to see those conceptual definitions in action?  Below are a number of examples to scroll though to see the different ways famous companies communicate their vision.

Google: “To provide access to the world’s information in one click.”

Amazon: “To be Earth’s most customer-centric company, where customers can find and discover anything they might want to buy online.”

Target: “Guided commitments to great value, the community, diversity, and the environment.”

Ebay: “To be the world’s favorite destination for discovering great value and unique selection.”

Nordstrom: “To serve our customers better, to always be relevant in their lives and to form lifelong relationships. And while serving our customer face-to-face is the foundation and hallmark of how we’ve historically served them, today customers seek our service in new ways. Speed, convenience, innovation, and personalization have become cornerstones of the customer experience. Guided by these new needs, we continue to invest in the cross-channel experience, combining the accessibility of pure online experience with the high-touch inclusivity of our stores.”

Versace: “To make women and men feel beautiful and empowered.”

BBC: “To act in the public interest, serving all audiences through the provision of impartial, high-quality and distinctive output and services which inform, educate and entertain.”

Netflix: “Becoming the best global entertainment distribution service; licensing entertainment content around the world; creating markets that are accessible to film makers; and helping content creators around the world to find a global audience.”

The Bank of New York: “Improving lives through inclusion, innovation and investing.”

  J.P. Morgan: “Aspire to be the best; execute superbly; build a great team and a winning culture.”

 Walgreens: “To be America’s most-loved pharmacy-led health, well-being and beauty company.”

CVS: “We strive to improve the quality of human life.”

United Way:  “United Way envisions a community where all individuals and families achieve their human potential through education, financial stability and healthy lives.”

Make-a-Wish: “To be able to make every eligible child’s wish come true.”

General Motors: “To create a future of zero crashes, zero emissions, and zero congestion, and we have committed ourselves to leading the way toward this future.”

Tesla: “To create the most compelling car company of the 21st century by driving the world’s transition to electric vehicles.”

Apple:  “We believe that we are on the face of the earth to make great products and that’s not changing.”

IBM: “To be the world’s most successful and important information technology company.”

Starbucks: “To establish Starbucks as the premier purveyor of the finest coffee in the world while maintaining our uncompromising principles while we grow.”

Taco Bell: “To grow into the largest fast-food provider of Mexican style cuisine in emerging markets.”

Burger King: “To be the most profitable QSR business, through a strong franchise system and great people, serving the best burgers in the world.”

McDonalds: “To move with velocity to drive profitable growth and become an even better McDonald’s serving more customers delicious food each day around the world.”


ANATOMY OF A VISION STATEMENT

As you may have noticed, most vision statements are comprised of the same basic components.  I’ll use our vision statement here at Brand Building for Small Business as an example:

While I have the different parts listed numerically for clarity, the order isn’t important.  As you’ve seen throughout the dozens of examples, these components can look very different from one company to the next.  All that matters is that you’ve clearly and fully communicated the vision of your company.


VISION STATEMENT GENERATOR

Now it’s your turn.  Try creating a vision statement for your business based on the structure below.

Here’s another example for good measure . . .

Have any questions?  As always, we’d love to hear from you.  Scroll below to the “Leave a Reply” section.  Happy vision statement drafting!

Not All Press is Good Press: How to Protect Your Brand When You Receive Bad Publicity from Customers

You can work to provide the best customer experience imaginable – sealing a rainbow and a hug with your perfect product in its perfect packaging – and you will still have the occasional unhappy customer.  Sometimes, the issue is simply bad timing . . . a perfect storm in your customer’s life that culminates with your product underperforming in some perceived way (that’s more often a result of the person’s current frame of mind than actual underperformance).  Sometimes, the fit isn’t a good one; the product or service isn’t what the individual expected (possibly even because he or she didn’t pay enough attention to the sales pitch or product specs prior to purchase).  Regardless, one day you will be on the receiving end of bad publicity from an unhappy customer, and you’ll want to know the best way to handle the situation.  Below are some different approaches with the selection of the right one dependent upon the specific circumstances of the bad press.

Sometimes, no response is the best response.

I have had a really hard time with this one in the past.  It’s just so against my nature to not share my point of view.  However, this approach can be the right choice when . . .

  1. The customer discredits themself in the process . . . either by sounding a little crazy, exhibiting below average intelligence, or complaining about something that clearly isn’t the product’s fault.  In other words, if your average person would read the quote, review, or feedback from the individual and not be convinced (for whatever reason) that your product was at fault, then just walk away.  Your work is done.  No input needed.


    I found this gem on Bored Panda as part of 41 Of The Most Hilarious Amazon Reviews Ever to beautifully illustrate my point.


    Here’s another great one from The Best Social entitled These 16 Amazon Reviews Are As Funny As They Are Unhelpful.
  2. You have the potential to do more harm than good.  Whenever you receive bad publicity, take a step back and try to look at the big picture.  Does this negative press have the potential to negatively affect sales?  If so, by how much?  For how long?  If the potential fallout is minimal, walk away.  Count your losses and call it a day.  Another important variable . . . how angry does this customer seem to be?  When helping my son with his science homework recently, I was reminded by Newton that all actions have an equal and opposite reaction.  If you counter your opposition, the chance always exists that they will find another way to strike back (especially if you’re dealing with one of those customers in the midst of that perfect storm in their life).

Turn an unhappy customer into a happy one.

This route is my favorite.  When you see a problem that has a solution, strive for resolution.  Regardless of whether you saw the complaint on facebook, on yelp, or in your local newspaper, the approach is largely the same.  Reach out to the customer, let the person know you saw their issue, apologize for the misunderstanding (usually one exists in these situations), and try to remedy the problem.  Upon reaching happy conclusion, I never ask for the individual to undo their negative press.  Simply apologize, fix the problem, and thank the person for giving you the opportunity to do so.  The majority of the time, the person will not only undo the negative, he or she will rave about your customer service.  However, do be prepared for the small minority of people who have had their issue resolved and do not undo their bad publicity.  In those cases, you then need to decide whether the potential fallout is bad enough that you need to take further action.  If so, read on.

Mitigate the damage.

Sometimes, your customer’s problem is unsolvable (or he/she is unmoved by your solution) AND the associated publicity does have the potential to substantially impact your business.  In those cases, you need to act, BUT always approach these situations with great caution.  If you choose to respond by providing a quote to the reporter doing the story or as a direct response in a public venue (facebook, yelp or other review web site, your product web page, etc.), be sure to do the following:

  1. First and foremost, be respectful.  Do not speak at all negatively about the person or situation.  If you do, readers will empathize with the customer.  They will picture buying your product, having a problem, and being spoken to in that same negative manner.
  2. Apologize . . . carefully.  Despite whether you feel you’re at fault, your customer feels he or she has been wronged in some way.  You have a public victim.  That said, you’re probably not looking to claim full culpability either, so choose your words carefully.  Apologize: for the misunderstanding, for the terrible experience that’s been endured, etc.  Don’t say, “I apologize that my product was the cause of a terrible experience for you.”  The difference is subtle but important.
  3. Address the situation directly.  This is the time to share your side of things.  Nicely explain the issue from your perspective.  Your goal is for a potential customer to hear both sides and agree with you . . . or at least feel your fault is limited enough that they would still patronize your business.  I dug up two examples for you of 1-star reviews I’ve received that I felt warranted a response.




  4. Focus on increasing your positive publicity.  Work to counteract the negative message that was conveyed.  For example, if a customer’s complaint of faulty workmanship on her home got media attention, try to get press coverage on all the beautiful work your company has done.  That could mean applying for some recognition in your field (annual awards, etc.), which could then be promoted.  Another route would be to introduce a new guarantee on your workmanship, which could be publicized.  If you’ve done a job that was unique or special in some way, you could try to pitch the story to a reporter as a feature.  In my line of work, when a product gets a negative review that needs to be addressed, I send messages to other customers who have purchased the same product, asking if they would be willing to share their experience.  During this pandemic (while sales were at their worst for me), I needed to take this step.  Here was my message:

Hi there.  I would like to personally thank you once again for your purchase.  During these hard times in particular, the fact that you are purchasing products from small businesses means so much — to me and my family.  So please accept my sincerest thanks.

An additional step that is very meaningful is leaving a review.  IF you have the time available AND you were happy with your purchase, I would greatly appreciate you taking a few minutes to write a positive review for the product.  I think people often don’t realize how important an impact their voice can have — especially for a small business.

If you didn’t end up loving your purchase, please respond to this message and let me know.  I can either help you troubleshoot or I can personalize your product for you (if applicable), and I can work to improve the product for future customers.


Thank you!!!     


In conclusion, I sincerely hope you never have negative press.  (For a good article on proactive prevention, check out Great Customer Service is a Zero Cost Strategy by Business Management Blog.)  For the unfortunate though likely day that you do encounter an unhappy (and vocal) customer, I hope this article makes you feel a little more prepared.  Have any questions or comments?  We’d love to hear from you.  Scroll down to “Leave a Reply.”