As early as 1936, Dale Carnegie wrote the now classic book 'How to Win Friends and Influence People'. The book is a series of principles and examples that describe how you can best behave as a person in dealing with others. However, Carnegie's principles can be applied to more than just people. Companies, which nowadays increasingly engage in dialogue with their customers via social media such as Twitter, Facebook and Hyves, can also learn a lot from Carnegie's lessons.
Carnegie begins his book with some fundamental techniques that everyone should adopt when dealing with people.
#1 Don't criticize, don't judge people, and don't complain
As a person, we are quick to criticize others, condemn the way they work luxembourg phone number list and especially complain. It is extremely difficult for us to put ourselves in someone else's shoes. When you, as a company, have a dialogue with your customers, your fans or your community, violating this principle is of course not done. However, understanding a fan's point of view in a community is sometimes difficult, for example in a webcare situation. An online complaint is rarely an isolated incident and almost always has a history. Showing digital understanding and empathy is difficult. Keep that in mind when communicating via social media. Negative feedback is of course completely out of the question...