Advertising

What do you do after a spike in complaints?

After a spike in complaints the next send stops, the reason is read and you write only to people who did not complain, with the fix if there is one. You do not send a promo the next day to “make up for it”.

Group the complaints: too many emails, a false offer, or they never signed up.

The Madrid miss is apologising in a new email to the whole list, including people who did not complain, and adding another unsubscribe.

You leave with the send paused, the unsubscribe applied for whoever asked, and a note of what changes before you resume.

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