If a customer leaves negative feedback, files a complaint, gets mad for something, writes a bad review, speaks ill of your product or service, stops paying you, one of two things is true.

  1. They are right.
  2. They are not your customers

Trying to explain they are wrong, and behaving as if 1 or 2 (or both) are not possible is simply a worthless, damaging exercise.

If even Google forgets this, it’s probably a good idea to keep it in mind in our daily marketing practices.

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