To address criticism about e-commerce customer service on social media, respond promptly with empathy and professionalism. Acknowledge the issue, apologize for any inconvenience, and offer a clear path to resolution. Move conversations to private channels for detailed support, demonstrating a commitment to resolving concerns. Highlight improvements based on feedback to show proactive efforts. Engage with satisfied customers to share positive experiences, fostering trust and reinforcing a customer-centric approach that ultimately strengthens your brand’s reputation.

If a long-term client is unhappy, I’d start by listening carefully to their concerns without getting defensive. Understanding their perspective is key. Once I know the issue, I’d acknowledge it, apologize sincerely, and commit to resolving it. For example, when a client once complained about delayed responses, I set up a dedicated contact point and improved communication timelines. I’d take similar steps here, outline an action plan, keep them updated, and go the extra mile to show I value their business. Trust takes time to rebuild, but consistent effort and transparency make a big difference.

I would start by: - Scheduling a call with the client to listen actively and understand the root cause of their dissatisfaction - Then evaluate our processes, team, quality and deliverables to pinpoint where expectations were not met - Present a clear action plan to address the issues - Ensure a trusted team member handles their project - Set up weekly or bi-weekly check-ins with clients to understand if we are making progress - Share how we have fixed the gaps internally and what measures we are implementing to avoid repetition - Provide a discount or a free additional service on their next project as a Gesture of Goodwill Make sure you are taking full responsibility without being defensive...

Rebuilding trust with a long-term client requires a strategic and empathetic approach. Start by listening actively to their concerns, ensuring they feel heard and understood without defensiveness. Swiftly implement solutions, addressing the specific issues they’ve raised while demonstrating accountability. Transparency is key—keep them informed of the steps being taken to improve. Consistently follow up to confirm their satisfaction and adapt if needed. Personalize your efforts to show genuine care for their needs and goals. Trust takes time to restore, but proactive communication and dependable actions can rebuild a stronger, more resilient relationship.

Rebuilding trust with a long-term client starts with owning the issue. No excuses, no dodging. Listen like your business depends on it (because it does) and respond with actions, not promises. Fix the problem fast, then follow up to prove the changes stick. And don't wait for them to come to you, be proactive. Nothing says "we value you" like staying one step ahead in meeting their needs.

Regaining client trust requires thoughtful action. ERP systems can support this by providing clear data to address concerns, improving issue resolution, and ensuring consistent follow-ups through automated workflows.

When a long time customer shares that their experience has changed in a way that is not complementary to their usual experience- it’s important that they get a personal touch from you. Make a point to meet them in person to discuss. Sometimes the goals, systems/process or even direction of the company is evolving, this is a good time To discuss that and ask how they can ensure the same level of service, where was there friction or frustration. This feedback is critical- only the can you look at each step- pivot and correct for current and future.

When a long-term client expresses dissatisfaction, it’s a wake-up call to prioritize people over processes. Start by listening actively—put ego aside and truly hear their concerns. This isn’t about defending yourself; it’s about understanding their perspective. Show empathy and acknowledge their feelings. Next, act with urgency and transparency. Outline concrete steps to address the problem and involve them in the solution. Follow through consistently, and don’t overpromise—trust is built on reliability, not grand gestures. Finally, stay connected. Check in regularly to ensure the changes meet their expectations and show genuine care for their success. Trust grows when clients see that you’re invested in them, not just the contract.