Marketers should always respond to consumers’ queries if they have a problem with communications they have received, an expert has advised.

Jonathan Kranz, head of Kranz Communications and author of Writing Copy for Dummies, said marketers should respect their readers by always being upfront with them and giving them hard facts about why and how a problem occurred.

Writing in Marketing Profs, he advised marketers to explain how they are facing the problem and try as hard as possible to mitigate any future issues.

Mr Kranz suggested that firms should strive to show their client base that they are apologetic for any mishaps that may have occurred.

“I don’t mean with spin or euphemism,” he stressed. “I mean [by] offering something concrete that provides some material compensation, even if it’s more a goodwill gesture than a satisfactory solution.”

Marketing specialist Mack Collier recently urged marketers to make sure they focus on producing excellent copywriting quality on their communications in order to minimise the possibility of complaints.

Posted by Daryl Jay, Business Development Director – Sales, Industry News, General MarketingADNFCR-8000151-ID-19490955-ADNFCR