4 simples steps to respond to a negative review or comment

1. MIRROR – Publicly apologize for your customers troubles and acknowledged the specific challenges they faced.

2. PROMISE – Detail a specific plan and a timeline for improving the negative experience.

3. REFRAME – Reframe the criticism.  Show that your product is ideally suited for a specific type of customer.

4. AFFIRM–  Finally, recommit to improving the experience and making every customer happy.