Today a client of R.O.Why! Marketing received a comment on one of their blog posts that was somewhat antagonistic.  The comment questioned a company policy, and our client was torn on whether or not to reply, and if they did, how they should frame the response.

We helped them realize that interaction with your audience and creating a more personal relationship is what blogging for business is all about.  Positive or negative, a comment on your blog should almost never go ignored.  A potential customer was reaching out to them, and while perhaps they did not use the best approach, the situation presented a great opportunity to differentiate.

Our client delivered an outstanding response to the blog comment, clarifying the company's policy, explaining the reasons for it, and how such a policy was a benefit to the great people they serve.  Whether the person who commented will respond is not the point.  Instead, the company demonstrated more of who they are, approaching the situation with humility and a willingness to deliver value.  The search engines will find this response, and so will searchers, and in doing so they will learn one more reason why this company is different from the competition.

When your readers take the time to respond to your blog posts, welcome the opportunity to respond.  Thank them for the comment, deliver real value, and introduce a side of your company that your website will likely never reveal.  They may end up becoming a customer one day, or perhaps you'll leave an impression that will encourage a recommendation in the future.

Happy blogging....