So you’ve got a customer who isn’t 100% satisfied with your product or service. How you handle it – and them – can make the difference between good press and bad.

First, acknowledge them. Even if you disagree, even if you don’t see the problem, let them know you’re listening.

Second, do everything in your power to make it right… even if you disagree! You have someone who believed enough in your product to give it a try — you can’t afford for them to walk away. Give it to them free. Offer them a discount on a futre purchase. Do whatever you can to make things right. It’s called customer service, and nothing is more important when it comes to building word of mouth.

The good news is, if you cater to an unhappy customer they are more likely to change their mind about the experience. If you can turn a bad experience into a good one, you’ve made *huge* strides toward building good buzz. A customer who feels they’ve been heard is often your staunchest advocate.

So listen to them, no matter how hard it is to hear something negative about your product or service. Do everything in your power to turn it around. And watch the good word of mouth flow forth like the coffee at Starbucks.