If you've ever opened your inbox to a snarky or downright rude reply, this episode is for you. Liz Wilcox — the Fresh Princess of Email Marketing — shares how she handles negative or aggressive responses with grace, clarity, and boundaries. From deciding when to delete to when to defend, Liz walks through real examples and mindset shifts that help you protect your energy (and your business reputation).

Episode Highlights

• Why rude replies tend to increase around busy sales seasons like Black Friday.

• Three ways to respond when someone's nasty in your inbox:

  1. Delete and move on — you owe no one your time or energy.

  2. Clarify, don't defend — respond calmly if your reputation, policies, or community are involved.

  3. Delegate it — hire a customer service rep to handle negativity when your business can afford it.

• Real examples from Liz's inbox — including how she handled a customer complaint about "too many emails."

• The difference between clarifying versus arguing — and why one protects your peace while the other drains it.

• The power of Loom videos for disarming difficult customers and resolving tension.

• How Liz uses her company value of radical generosity to respond with compassion while holding firm boundaries.

• Why hiring support (like her sister and teammate Patricia) has been key to maintaining her energy and focus.

Key Takeaways

• You don't owe rude people your time: Delete, block, and move on guilt-free.

• Clarify facts, not feelings: Respond only when reputation or policy needs protection.

• Lead with generosity, not defensiveness: Calm clarification often diffuses tension.

• Video can de-escalate: Personalized Loom responses build empathy and resolution.

• Protect your peace: Eventually, hire help so negativity never hits your inbox.

Links and Resources

Check out Liz's Email Marketing Membership here

Join the Email Sound Booth Facebook group here

Check out Liz's free welcome sequence here

Liz's Kit [Convertkit] affiliate link

Rather watch the Podcast? Check out WATCHLIZ.COM