One of the key components of any PR plan is a disaster recovery plan, and a very vocal Internet savvy former customer can constitute a disaster!
Face it, it happens. Every company gets a "customer from hell" who will not be satisfied no matter what you do. In some businesses, abusive customers can also crop up. How do you deal with it when a customer starts publically defaming your company, and even you personally?
It takes roughly five positive inputs to override any negative input, so it is critical at this juncture to generate positive input - by focusing on the GOOD results that you have both within and without the company. It is easy for employees to become disheartened when they see negative feedback too.
It is also a good idea to review the bad feedback, and see if there are grains of truth in it. Are there things that your company could have done better? Make an action plan to address these issues and keep them from ever offending another customer again.
Some pieces of business are not worth taking, and can drive your business down if you do pursue them. Develop an eye for customers who are not really interested in working with you, and just look for issues to complain about. Politely, but firmly, redirect them elsewhere. If you don't , they can cost you the good, sincere and honest clientele that you have worked so hard to develop.
