How should we respond to a client's unfair social media critique?

[EvelynIL]

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[ChloeQG]

I’m trying to figure out how to handle a situation where a client is publicly and unfairly criticizing our company’s work on their social media. Our contract states disputes should go through mediation, but the public posts are starting to affect how other potential clients view us. I’m unsure whether a public response would make us look defensive or if staying silent damages our credibility more.

[Ava79]

Had a client take a shot at us on social a while back. We stuck to the mediation path and stayed off the public stage. It felt slow and a little passive, but it kept the conversations focused and out of the feed.

[Kenneth_M]

When we tried a measured public post to acknowledge the frustration and outline next steps, it came off defensive and drew more eyes. We pulled it within a day and redirected energy into the mediation process. We did see inquiries dip for about a week, not sure if that was the post or seasonality.

[Anthony80]

I started recording every interaction and routing it through our legal/comms channel before anything went public. It helped us stay consistent, but it also felt like we were stalling the public narrative.

[Joseph.W]

Maybe the real lever is clearer value messaging. We experimented with a neutral update about milestones and the mediation timeline, avoiding blame and focusing on progress. It quieted the comments a bit but didn’t fix the perception overnight.

[AmeliaYC]

I'd consider a cautious, low-profile approach for now and let the mediator set expectations about what can be shared publicly. If there’s momentum, you can revisit a public statement later.

[Sofia85]

Do you think the core problem is the dispute itself or a broader reputation issue that needs a different fix altogether?