Calling customers out

Shawn Vieira
Is it OK to call a customer out when we get blasted in an online review?
Brian Pasch
Shawn, I think that it is fine to call them if it is clear that they posted a negative review. The benefit of calling them allows you to offer a resolution that may not be best discussed in the public eye. Once the matter is resolved, you can ask them to edit their review. If you can't resolve the matter, at least they know you tried. In the second case, you should post that you read the review and will be calling so that other consumers know you care and act.
Web Dude
I think he meant to "call them out" in a response to their negative review by explaining the situation.

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