Consumers are the life-jacket of your company in a sea of competitive business: they keep you from drowning. Word of mouth is the best strategy in marketing, and if a consumer is unhappy with how you dealt with a certain problem, it can only escalate further. It could damage not just your reputation but also your sales.
Acknowledge the mistake and apologize.It has become normal for people to hate on companies online if they feel like the business is dodging the blame or passing it onto others. Just as it is in personal relations, putting the blame on others is unwise because it just adds fuel to the fire.
Don’t answer negativity with negativity
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