Many brands make this mistake. They come up with excuses whenever negative comments pop up. Some business owners fear that negative feedback may ruin their reputation. Instead of tackling the problem, they disregard the feedback, and in doing so, they ignore the honest and valuable opinion of customers that can help them improve their business. Making excuses does not solve problems. On the contrary, excuses will lead to future challenges. At this point, earning back your customers’ trust is the priority. Explaining how important customer satisfaction is to your business, you will try your best to resolve the dilemma.