Gary Vaynerchuk (of WineLibrary.tv) had to react quickly when one of his sites (Cork’d) was hacked by a friendly porn site. TechCrunch picked up the story immediately. Gary, without waiting for advice, posted a Seesmic video to TechCrunch explaining the breach. The response was overwhelmingly positive because people appreciated his honesty, integrity, brevity, and genuine nature displayed in the video. Gary’s general approach to the “crisis:” Don’t wait for situation to escalate, take responsibility, take action and reassure audience/customers. Plainly – Don’t let it get out of hand and be genuine!
Negative is the New Positive…huh?
How did this become a positive for Gary and Cork’d? Gary posted multiple times on Twitter for help form developers. TONS of loyal, qualified followers replied, a respected Marketing Guru responded, and he effectively promoted Seesmic (others). This all lead to the positivity surrounding Gary’s response to the hack, AND fans getting a chance to help in the process. SO much more for US to sink our teeth into when we know the man in charge actually cares.
[Be sure to watch Gary Vaynerchuk’s video]
The positive PR and word-of-mouth that followed Gary natural reaction are priceless. All because some porn affiliate was hacking off.
What does Winnie the Pooh have to do with this?
Well, Pooh doesn’t have anything to do with the above situation explicitly, but James Chartrand at CopyBlogger brought up Winnie’s brilliantly simple approach to Life/Blogging. Keep it simple; keep it positive; get out and go to people; be patient; please your friends and love your honey…literally. How does this relate to Gary Vaynerchuk’s situation? Gary kept it simple with his video response; he didn’t focus on the negative aspect of getting hacked; Gary focused on his CUSTOMERS first and he didn’t let this ruin his “honey.”
*We all have a lot to learn from Gary and Winnie the Pooh. I know I’ve learned my share this week.