Maybe you think that when someone says something negative you shouldn't dignify their comment with a reply. According to David Oates, that's actually not the best strategy. The reality is everybody, right or wrong tends to have the same weight and credibility in a social media post or an online review. Now that rubs most of us the wrong way particularly when we get criticism from somebody who may not have ever been a customer or who had realistic expectations when they walked in our virtual or actual physical front door.
You know they're out of line and you feel like all you're going to do is to give them some credibility if you reply. Responding with empathy and action allows you to take control of the narrative. You may not get the naysayer to change their mind but you are telegraphing everybody else who matters to you; customers, partners, employees and the general public that you take things seriously.
About David
our guest David OatesDave possesses more than 25 years of strategic public relations experience dealing with a wide array of adverse public events. Starting as a U.S. Navy Public Affairs Officer and later as a Corporate Chief Marketing Officer and Non-Profit President, he excels in expertly addressing a myriad of crises spans military, government, corporate, charity, and start-up environments. His Crisis Communications experiences, including handling employee and executive misconduct, cybersecurity attacks, product recalls, mass layoffs, large-scale accidents, criminal investigations, and civil litigation matters.
A sought-after speaker, Dave served as a lecturing professor teaching the semester-long PR Media & Messaging program to upper-division undergraduates at San Diego State University. He actively gives back to others through his role as Past President of the Rotary Club of San Diego, the fourth largest service club in the world. Dave previously served on leadership roles that raised tens of thousands of dollars for organizations that include the Leukemia & Lymphoma Society, Operation Homefront, Free to Thrive, and others.
Dave authored three Amazon e-Books and co-produced two LinkedIn Learning courses, Crisis Communication for HR, and HR Communication in Today’s Fluid Workplace. He is an accredited PR specialist (APR) who received his MBA from San Diego State University in 2004 and his bachelor’s degree from the University of Maryland in 1991.
David is one of the contributing authors in MORE THAN A FEW WRITTEN WORDS, a collection of essays by some of my favorite guests. It is available on Amazon
#847 Email Works, Let It Work For You
#846 A Little Help From Your Friends
#845 Manage Your Inbox
#844 What Marketing Can’t Do
#843 It is All About Attitude
#842 Don’t Scale Too Fast
#841 Do Not Trust Your Gut
#840 Plans are Living Breathing Documents
#839 Write Copy that Converts
#838 Marketing Success is Not a Fairy Tale
#837 Simplified SEO
#836 More than One Reason to Buy
#835 The Business Plan Review
#834 Use Email to Build Trust With Your Audience
#833 - Smart Pricing Starts in The Mind of Your Customer
#832 Sales is a People Business.
#831 Escaping the Hustle with Matthew Turner
#830 Reward Yourself
#829 The Marketing Flywheel with Josh Ramsey
#828 - What’s In Your Sales Plan
Create your
podcast in
minutes
It is Free
The Commercial Edge: Unleash the Power of People
The emPOWERed Half Hour
Right About Now with Ryan Alford
The Marketing Secrets Show
The Agile Brand™ with Greg Kihlstrom
B2B Agility™ with Greg Kihlström
AI Explored