Dealing with Rude or Negative Feedbacks in B2B Email (Part 1)

At one point, we are bound to get that dreadful rude or negative B2B email responses from prospects or clients and as much as we want to snap (We all have that bad day you know.) and reciprocate their unpleasantness, we simply should not. It’s bad for business after all, being branded as belligerent. Learn to keep it cool with these simple reminders.

Blow Off Steam

After receiving a rude or negative B2B email response and you feel riled up, it’s better to take a deep breath first and give yourself some time before responding to it. With this, you avoid being impulsive and can contemplate on writing a sensible and valuable response.

Read the Email Again

Read the email again once you are already calm and composed. It may be that you have read the email quickly and misjudged it’s meaning. Go through it carefully and jot down the issues being explicitly or implicitly expressed by the B2B prospect or client. Address these issues when you write the response.

Say ‘Thank You’ and Apologize

When writing the response, start off on a positive note like thanking them for discovering the issue or for giving their feedback. This shows that you are acknowledging what they have to say so it may be difficult for them to remain angry. Of course, if your business is in the wrong, you need to apologize. However, this not always the case. Whether it’s not your  fault, it’s best to apologize to them. Apologizing does not always mean you are taking the blame but that you are sorry for making them upset or angry.

Clarify their Issues

Given that you have read through the email carefully and jot down the issues being explicitly or implicitly expressed by the B2B prospect or client as stated in the second reminder, you have to clarify these issues back to them. Most B2B prospects or clients have their reasons that triggered them for writing such and it would be advantageous for you to find out and understand what are those.