Launchmark provides marketing, printing and branding solutions for individuals, small business and large organizations that all have the same desire – to please their customers. But as they say unfortunately, “You Can’t Please Everyone.” Customer complaints from angry customers may occasionally spiral out of control and escalate into inflammatory misinformation that can cause a potential threat to your brand reputation. Learn how to protect your brand with Launchmark’s customer service tips and company reputation solutions to prevent a negative brand management nightmare from occurring.

Research the Situation
Do not just jump out recklessly into brand protection mode by making assumptions about what may or may not have caused the customer complains to occur. Review company policies and double check with the customer service staff involved with the angry customers to make sure no misinformation was given and that everything was executed properly on the company’s end. Run online searches through web sites and online social media platforms such as Twitter and Facebook to track any negative feedback or comments aimed at your vital brand reputation and correct any misinformation that may be spreading.

Be Respectful
Remain professional and don’t ruining your brand reputation any further by bad-mouthing the customer and belittling their feelings towards the situation. As the old cliché goes, “You can catch more bees with honey,” so by remaining polite and thanking the angry customers for bringing this unfortunate situation to your attention you can begin the process of regaining their respect.

Follow Up
Let the angry customers know what the company is doing currently to address their situation and keep them posted every step of the way. Negative word-of-mouth may soon get transformed into positive compliments for your company by addressing their issues promptly.