What can I respond to an unsatisfied customer that has gone to the media?

[ENS0217]

I did some photography, and a customer does not understand the procedures in ordering prints online. After many attempts in assisting this customer personally, she has not been able to comprehend. After two years she has gone to the media. Now I need to respond what can I say or start off the response?

[Biz Advisor]

It depends on what type of media she's gone to: is it online or offline?
Typically the best approach is to respond professionally. If it's offline, then you need to contact the writer or the news person who published the bad press and ask for your opportunity to respond. Make sure that you write your response out - even though this sometimes feels stiff, it is better to have a prepared response and not get mixed up in your message.

Do not look or act as if you are blaming her but rather focus on how you want to clear up the misunderstanding, that you've tried xx number of times to assist this customer, etc. If it's online - she's gone to social media such as blogs, twitter, linkedin, facebook - then respond on those same media vehicles. Try to be honest and clear and to the point.

Good luck.

[Pitney]

There's nothing you can do. Once a person goes to the media the information will spread like wildfire. (Provided that the information is at least somewhat important) Your best bet is to play it cool until you get a chance to respond... IF you get the chance to respond.