I want to point you to Carolâ€™s latest post over at
While the garden center has most likely long forgotten this event it's clear Carol hasnâ€™t. Oh, and did we mention that in that time Carol started a popular garden blog. The garden center is very lucky that Carol hasnâ€™t mentioned their name. You see many people find your company website using search engines. They type your business name and up comeâ€™s a page with all the relevant results. What if Carolâ€™s post showed up in the search right next to your web page? People could read about her displeasure while contemplating visiting your store. Carolâ€™s blog is so popular this is what would happen.
Besides handling the encounter wrong the nursery needs a way for the consumer to reach them and then expect a reply. How about a blog? If the owner of the nursery had a blog Carol could comment and receive an answer from the owner. Of course she shouldnâ€™t have to end up using this method since her concerns should have been handled better in the first place, but still it should be available.
I think that a blog may be one way for a small business to show that itâ€™s not afraid to talk to the consumer. Besides, a business that takes the time to blog, and answer comments sends the signal that it wants open communication and is less likely to be the type of business that doesnâ€™t return phone calls.