Impeccable Customer Service Tip #535
When addressing an upset customer/client in writing — especially in an online forum (Yelp, Google Reviews, etc.) — it’s important to respond rather than react. Get a 3rd-party (unbiased) opinion of your response and never post anything you wouldn’t feel comfortable seeing on the front page of your national newspaper. And certainly do not come from a place of defensiveness; reactivity. Be sure to honor the customer’s concern and thank them for the feedback.