Imagine for a second, the following scenario:
You light a match to light a candle in your living room. After lighting the candle, instead of blowing it out, you drop it on the floor. After five seconds, the rug catches fire, then the fire spreads to the curtains, eventually engulfing the whole room. Only after the fire has spread throughout your entire house, do you call the fire department, and when they finally arrive and put out the fire, you get to work rebuilding your entire house and replacing all your possessions.
You do all this because you don’t bother blowing out the match. And the worst part? This all seems perfectly normal to you, and you do it all the time.
You wouldn’t do this, right? You’re smart enough to blow out the match, right? Blowing out the match prevents a huge fire later that costs you everything you own.
Then why the hell are you waiting until people talk about bad experiences with your brand online before you do something to fix it??
Let’s face it – People are going to talk, whether for good or bad, about your company. But the majority of companies out there are spending almost all of their money on social media ONLY to fight fires! In other words, they use the logic of “Oh, someone had a bad experience and they’re talking about it online? Let’s reach out to them and fix their problem.”
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