When your marketing agency faces public criticism from a client on social media, the response must be swift and thoughtful. 1- Start by acknowledging their concerns publicly and express your commitment to resolving the issue. 2- Move the conversation offline to address the problem in detail. 3- Transparency is key share your actions and improvements once the issue is resolved. 4- Use this as a learning opportunity to strengthen relationships and enhance your service. 5- Handling criticism with professionalism can turn a challenge into an opportunity for growth.

Diante de críticas públicas de um cliente, o primeiro passo é entender verdadeiramente o problema, ouvindo atentamente o que está sendo dito para identificar a raiz da insatisfa??o. Responda de forma rápida, educada e transparente, reconhecendo a situa??o sem entrar em defensiva. Mostre disposi??o para resolver a quest?o e convide o cliente para uma conversa privada, onde solu??es personalizadas possam ser discutidas. Essa abordagem demonstra profissionalismo, empatia e compromisso com a melhoria contínua.

Be genuine—thank them for their feedback and show empathy. Then, instead of just offering an apology, propose an actionable solution to resolve the problem. Flip the situation by showing how you’re using the feedback to improve your services, turning a negative moment into a growth opportunity. Finally, suggest moving the conversation to a private channel for a detailed resolution. This approach shows transparency, accountability, and professionalism.

How your agency responds to clients who vent on social media can make all the difference. Here's how an expert would deal with the heat: Please immediately be aware of the problem and show your attention to detail and concern for customer feedback. - Please invite the client to discuss the issue to start a productive conversation.

Engage them online and invite them to have a video call in public. Showing the public you're not afraid of criticism and that you know how to solve problems and adapt to feedback will do more for your reputation and marketing than having the conversation in private. The client decided to engage the public with their criticism, so you meet them where they are. This will motivate the client to be at their best because they don't want to be harshly judged for their feedback. It will also make them more responsive because they know their audience is watching.