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The Digital Marketing Dive podcast is a interview podcast about digital marketing. Every month we talk about the latest happenings in the digital marketing space.
How To Deal With Difficult Customers Who Complain About You Online, Especially On Social
Digital Marketing Dive
25 minutes
4 months ago
How To Deal With Difficult Customers Who Complain About You Online, Especially On Social
1. Don’t Take It Personally (Even If It Feels Personal)
Stay calm and resist the urge to get defensive. Take a moment to assess the situation before responding.
2. Respond Promptly—but Not Hastily
Acknowledge the complaint publicly within 24 hours if possible. This shows others that you’re attentive and professional.
Example response:
"Hi [Name], we're sorry to hear this. We'd love to make it right—please message us directly so we can help resolve the issue."
3. Take It Offline When You Can
Invite the person to discuss the issue in private (DM, email, phone). This avoids a public back-and-forth and gives you more control.
4. Apologize if Appropriate—But Stay Professional
Even if the customer is being unreasonable, show empathy. Acknowledge their frustration without admitting fault if the complaint isn’t valid.
"We understand how frustrating that must have felt. Let’s look into this and see how we can help."
5. Know When to Walk Away
If someone is trolling or repeatedly acting in bad faith, it’s okay to disengage after making a good-faith effort to help. Other customers can often tell who’s being unreasonable.
6. Learn From Legitimate Feedback
Even harsh feedback can reveal real issues. Look for patterns over time—product problems, miscommunication, or service gaps.
7. Follow Up Publicly If Resolved
Once an issue is resolved, consider a polite follow-up comment:
"Thanks for working with us to sort this out! We’re glad we could help."
This shows others you take accountability seriously.
8. Encourage Positive Reviews
Ask happy customers to leave reviews. A few loud complaints matter less when they’re drowned out by authentic, positive feedback.
Key Moments
[04:48] Handle Negative Reviews Offline
[08:04] Mistaken Identity in Review
[10:36] Unfair Criticism of Basic Books
[14:29] "Apologize and Resolve Privately"
[18:06] Prompt Apology, Follow-Up Assurance
[20:39] Enhancing Business Through Feedback
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Digital Marketing Dive
The Digital Marketing Dive podcast is a interview podcast about digital marketing. Every month we talk about the latest happenings in the digital marketing space.
