The reality is: Yes, angry customers are never good for business or brand building. Neither are bad reviews. Trust me when I say that I hate the fact that I had angered even one individual.
That said, I interacted with every one of the angry customers and explained the rationale behind the decision. I managed to resolve the emotion to the extent that they were appreciative of my explanation / reasoning and would even consider becoming a customer in future.
The reality is: Yes, angry customers are never good for business or brand building. Neither are bad reviews. Trust me when I say that I hate the fact that I had angered even one individual.
That said, I interacted with every one of the angry customers and explained the rationale behind the decision. I managed to resolve the emotion to the extent that they were appreciative of my explanation / reasoning and would even consider becoming a customer in future.