Even if you try I am starting to admit you can not have a 100% satisfied clients. What happens when one of this unsatisfied clients start a 'buzz' on the net complaining about the product, service, etc? I have this case now and after trying to talk with him he just decide it was our fault and do not move from there. Stop any communication and we are now the bad guys. So I just decide to stop, it takes a lot of energy try to solve when the other side is non-receptive.

I must admit, it still affects me having this critics. The project it's my baby =)

I have tried to answer all his posts with a very professional and calm answer saying we are open to any communication and demostrate we do not hide and are always there.

It this a good strategy? Or should I explain my side of the story? I feel explaining my side of the story only provides more play to keep his attitude and makes me feel we are still in elementary school with the teacher.

Feel so better sharing the experience. Any advice will be appreciate.

L

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Lorena Martinez
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www.phpauction.net
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Stop trying to work with him and address the real issues, his Internet post.  Write a short blurb on what actually transpired.  Make sure you include information on the efforts you have made to rectify the situation.  Then post your response on the sites he has posted negative information about your company.

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A personal visit is always the best way to try to win back a customer but if you can't do that, you can hire someone to do it for you. Ask him why he was dissatisfied and have an answer ready for everything he says. Offer him something that will entice him to give you guys a second chance. Of course, offer him something that will make him take down that post.

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What Nevada said.  Unfortunately, no matter how hard we try we can't please everyone. It sounds like you have put forth much effort to resolve this matter.  At this point, I think that it would be wise to address the situation, and to give your side of the story.  If you have e-mail conversation with this individual, I would add that in the blurb so everyone could see that you have tried to please the customer. If you are doing what you can to solve the issue, the rest will see this, and you won't look like such a bad guy.  Leaving it alone might imply guilt to potential customers and could cause you to lose some business.

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If you keep persisting you might piss the guy off more so be careful. Damage control online isn't too difficult and as another poster said, I would try dealing with whatever internet posting was made.

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