“Satisfied customers who will spread word of mouth are the most powerful assets you have.”
~ Andy Sernovitz
Have you ever gotten one of those e-mails from a disgruntled reader? Maybe there was a typo in your book, or something controversial. The best thing you can ever do with those customers is respond in humility. Let them know that you are thankful for them, and do everything you can to fix the problem.
Back when I used to work in the food industry, we had a saying. It was, “the customer is always right.” It didn't matter how wrong they were, they were always right – at least until they walked out the door and we had to inform the upper management of what happened. That’s not always the case when it comes to readers. Your book doesn't have to be wrong because they don’t agree with it, but the best thing you can do is handle the situation with care. Do anything you can to keep your customers happy.
Add or update your contact information in both your book and on your website – give you readers a way to connect with you. And then respond when they do.
Days to go: 176