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.
- They are right.
- 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.