Growing, changing and being content with the person I am and will continue to grow into. Authenticity is not static.

From a personal perspective, when I am recommending products I usually rave about other people who were facing similar problems using the product to show that it is a tried and true product or service. From a business perspective, I would incentivize others to share my product / services on their social media channels and reshare their experiences on my platforms so not only am I promoting myself but creating a community by promoting others.

I would begin by apologizing to them (use their name to make it extra personal). Ensure them that we try our best to make sure we deliver quality content/service/product but sometimes mistakes do happen. Ask that they personally reach out to me so we can work out a solution to ensure they can have a better experience.