094 90 48200     Get SUPPORT

Aniar IT Services Blog

How to Mitigate Unhappy Online Opinions

How to Mitigate Unhappy Online Opinions

As nice as it would be to always please everybody with your business services, it just isn’t going to happen. Sooner or later, you’re going to encounter someone who isn’t pleased, and they’re going to have the capability to do some damage to your reputation. Fortunately, there is a way you can mitigate this damage.

The first thing you need to remember is that, while your unhappy customer or client may not be correct, they are always right. What does this mean? Simple - even if they misinterpreted what they were entitled to through your services, you have the obligation to make them happy. This is not to say that you kowtow to every demand a customer makes, regardless of how ludicrous it is… you just need to make sure they stay happy.

How can you do this? It all boils down to communication.

How to Communicate With an Unhappy Client

Chances are, you’re going to find out that a client was unhappy by reading a review that they leave somewhere online - perhaps on Facebook, or on Google, or on a third-party review website. What they will have to say may upset you. That’s fine. Nobody likes to hear that there is something wrong with one of their endeavors. You have every right to be a little upset - just don’t let that upset seep into your conversation with your unhappy client.

After all, in their eyes, they have every right to be upset as well.

Therefore, once you’ve regained a cooler composure, you need to respond directly and politely to the negative review. While this initial interaction should be public, offer to continue your conversation in a less public way, in an offline forum. If the reviewer accepts, try to come to a mutually beneficial compromise with them. This will help to insulate you from a rash decision.

This brings up another important point - while you may really want to, you should never just remove a negative review. Not only will that make it look like you are hiding something (not good), it also squanders the opportunity to make lemonade out of your reviewer’s lemons. Again, try to make whatever issue your reviewer had right, and ask them to revise their review once things have been settled. If you play your cards right, the result could be a much better review, describing the care you put into fixing their issue.

Reviews Can Be Good, Too!

Whenever they are, you have another opportunity to embrace by responding to them.

I can almost hear you now: “Wait, if a reviewer is happy, doesn’t that mean I’ve done what I had to do?”

In a way, yes. If someone is willing to leave a positive review of your services, you clearly were able to strike a chord with them. However, while responding to a negative review could be somewhat accurately seen as damage control, responding to a positive review has a very different motivation to it.

Look at it this way: anyone who is willing to take the time out of their day to speak highly of you online is an invaluable ally to have. Positive reviews and negative reviews are very different things, especially in that people are generally more inclined to leave negative feedback if they have the opportunity.

Reflecting on this, it only makes sense to take the time and respond to positive reviews as well. A positive review is more or less a confirmation of a successful onboarding process - to keep these contacts engaged, you need to continue communicating with them beyond the point that their invoice is settled.

Are you happy with our services or our content? If so, we’d love to hear about it. Leave us a review or drop us a line in the comments!

Tip of the Week: Your Phone Can Work as Your Secur...
Shrug Off Downtime with Managed IT Services
 

Comments

No comments made yet. Be the first to submit a comment
Already Registered? Login Here
Guest
Saturday, August 24 2019

Captcha Image

Mobile? Grab this Article!

QR-Code dieser Seite

Tag Cloud

Tip of the Week Security Technology Best Practices Business Computing Privacy User Tips Email Productivity Cloud Google Workplace Tips Innovation Network Security Internet Microsoft Tech Term Data Hosted Solutions Hackers Communications Efficiency Hardware Data Backup Communication IT Support Windows 10 Business Mobile Devices Data Recovery Cloud Computing Android Managed IT Services Smartphone Smartphones VoIP Computer Malware Small Business Software IT Services Mobile Device Network Collaboration Gadgets Artificial Intelligence Users Backup Spam Windows Internet of Things Business Management Browser Office 365 Miscellaneous Cybersecurity Information Chrome How To Server Phishing Router Applications BDR Saving Money Outsourced IT Business Continuity Computers Word Cybercrime Display Encryption BYOD Upgrade Facebook Social Media Staff Remote Monitoring Windows 7 Mobile Device Management Settings Data Security Data Protection Two-factor Authentication Managed Service Paperless Office Data Storage Holiday Passwords Ransomware Microsoft Office Connectivity Vulnerability Money Operating System Cryptocurrency Telephony CES App Fraud Meetings Website Software as a Service Scam Training Managed IT Update Infrastructure Google Drive Business Intelligence Human Resources Quick Tips Keyboard Content Management VPN Botnet Processor Password Private Cloud IT Plan Disaster Recovery Government Virtual Assistant Managed IT services Blockchain OneNote Virtualization Redundancy Voice over Internet Protocol Automation Wi-Fi Telephone Systems Unsupported Software Save Money Social Engineering Avoiding Downtime Augmented Reality Identity Theft Education Apps Spam Blocking Telephone System Comparison Help Desk Google Docs Bring Your Own Device Machine Learning Access Control IT Management Digital Signage Law Enforcement Sports Mobile Computing Default App Evernote Cleaning Big Data Trending Biometric Security HaaS Virtual Machine Recycling Devices Solid State Drive Cryptomining Downtime YouTube Mouse Windows Server 2008 Windows Server 2008 R2 Authentication Windows 10s Google Search Smart Office HBO IT Infrastructure Practices Screen Mirroring Safe Mode Security Cameras Cache Manufacturing Amazon Employer-Employee Relationship Networking Shortcuts Hypervisor eWaste Thought Leadership Audit Physical Security Remote Worker Database Telecommuting Root Cause Analysis Wireless Microchip Computer Care Bandwidth Save Time Document Management Camera Outlook Investment Charger Hosted Computing Cast Smartwatch Skype Wireless Internet Virtual Reality Amazon Web Services Accountants Enterprise Content Management Mobility Vendor Management Legal Wiring Business Technology Travel Remote Work Search Engine Patch Management Hard Drive Password Manager Nanotechnology Public Cloud Proactive IT Tools Work/Life Balance Frequently Asked Questions Recovery ROI Wireless Charging Inventory Health Start Menu HIPAA USB Cabling Data loss Password Management Social Sync Multi-Factor Security Saving Time Criminal Computer Fan Firewall Digital Signature Servers 5G Bing WiFi Business Mangement Smart Tech Software Tips MSP Net Neutrality Millennials Entertainment Warranty Excel GDPR Google Apps Employee Electronic Medical Records Wire Cables Online Shopping Cortana Alert The Internet of Things NIST Vendor Procurement Addiction FENG Hacker Unified Threat Management OLED Credit Cards PDF HVAC Flash Gmail File Sharing ISP Value Workforce Printer Tip of the week Remote Computing Workers Specifications Data Management Employee/Employer Relationship IP Address Hiring/Firing Customer Service Regulation Mobile Office Fun Domains Company Culture Emergency Windows 10 Public Speaking Hard Drives Presentation Managing Stress Lithium-ion battery Printers Search Twitter Wireless Technology Personal Information Tech Support CrashOverride Safety IBM Productivity Marketing Financial Budget Managed Service Provider Competition Customer Relationship Management Compliance