Responding to Detractors
We aspire to be transparent in all our interactions. When someone has a negative complaint, we acknowledge how they feel and respond with information or resources that can help them, while reminding them of our community atmosphere if necessary. We track frequent detractors and keep this in mind when responding to them, so as not to set them off.
Here, Debra makes a negative comment about the mentorship program, and we provide her with details about criteria in a polite manner, encouraging her to cheer along the selected mentor.
Trisha is upset that a beloved teacher has been let go. We empathized with her, and offered her an opportunity to discuss further, which she gladly accepted.
Di was upset about CTU’s pop-up ads. The last thing we want to do is upset others with our marketing plans. Since Di was so bothered, we assisted her with some resources and steps she could take to remove ads from her Internet browsing experience.