Step one - a real customer complains

Step one - a real customer complains

A real customer complains, you know him and know he left unsatisfied, you have to talk to him in person and do everything you can through a loss of money and a service gesture that does not reach the customer just to remove the criticism. It is impossible to describe how important it is to remove the criticism. Unfortunately, the voice of the complainants sounds louder and the voices of the welcome do not sound at all, it is a bit like road accidents, the news hear about killed from an accident but do not hear about a million and a half drivers who arrived safely, this way and we will not fix the matter only in assertive ways.

Step two - the same real customer is not ready to remove the audit after law and things, etc.

Respond to the body of criticism, always respond, never leave open, always respond respectfully, matter, blame, apologize if need be (even if you have to send a ballistic missile to the client) explain the matter and leave nothing open - Respectfully Answered which respects You and the customer.

Spammer customer, competitors put reviews

it might happen. "It is better for you" to be full of bad reviews (hundreds) because then Google's and Facebook's algorithm knows how to handle it, the main problem is what happens if one customer competes in just opening an email and reviews there?

So here too, first of all to respond even if the customer is impersonating

An example of a real response from a brother