<\/p>\n
According to Macdermott, it is always better to respond to bad reviews rather than not respond.<\/p>\n
<\/p>\n
However, she encourages start-ups to keep their response short and to the point \u2013 whilst including as many facts as possible \u2013 but to leave the emotions out.<\/p>\n
<\/p>\n
\u201cI had a client just last week who wrote a two-page column in an engineering magazine,\u201d she says.<\/p>\n
<\/p>\n
\u201cTwo months later, a letter to the editor was published in the same publication, indicating that there were some errors of fact in the piece.\u201d<\/p>\n
<\/p>\n
\u201cWhilst the letter to the editor person was in fact wrong, I recommended writing a short, one-line response back to the editor indicating as such, and providing a link to the client\u2019s website where more information could be sought to clarify the point.\u201d<\/p>\n
<\/p>\n
<\/p>\n
Wardell recommends getting in touch with the author of the offending article and sending them a follow-up piece.<\/p>\n
<\/p>\n
In the case of mmMule, Wardell says the piece could be \u201csomething equally tongue-in-cheek\u201d.<\/p>\n
<\/p>\n
\u201cIf you do it right \u2013 it keeps the same tone and is funny as hell \u2013 it\u2019ll get published. And you\u2019ll get twice as much publicity and<\/i> the opportunity to put the record straight,\u201d Wardell says.<\/p>\n
<\/p>\n
<\/p>\n
Macdermott says while it\u2019s important to respond to any bad reviews when they first pop up, it\u2019s equally important to do it swiftly and then move on.<\/p>\n
<\/p>\n
\u201cI have the view that the response should be within 24 to 48 hours,\u201d she says.<\/p>\n
<\/p>\n
\u201cIf the business hasn\u2019t had enough time to rectify the wrong, then at least acknowledge the issue, make note that it is a work in progress, and offer contact details for further questions.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"
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