Negative online content feels personal, but reacting in the heat of the moment...

https://www.scribd.com/document/1016381594/The-First-48-Hours-Your-Tactical-Playbook-for-an-Online-Reputation-Scare-224712

Negative online content feels personal, but reacting in the heat of the moment often makes things worse. The biggest risk is silent lost sales as prospects move on without telling you why