fbpx
253.777.0763    Get SUPPORT

Graemouse Technologies 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
Monday, June 17 2019

Captcha Image

Mobile? Grab this Article!

QR-Code dieser Seite

Tag Cloud

CES Flash Data loss Gadgets Internet exploMicrosoft Human Resources Bandwidth Servers Server Mobile Device Wireless Internet Save Money Default App Staff Smartphone Password Miscellaneous Update Devices End of Support Humor Automation Employer-Employee Relationship App Malware Data Backup Cybersecurity Ransomware Infrastructure Phishing Start Menu Android Supercomputer Google Docs Website IT Plan Comparison Settings Connectivity Data Recovery Facebook Cybercrime IT Support Social Engineering Computer Backup Accountants Router Encryption Email Google Search Health Productivity Technology Voice over Internet Protocol Saving Money Tools Best Practices Enterprise Content Management Disaster Recovery Biometric Security Privacy Windows Managed IT Services Hardware Hackers Augmented Reality Wire Efficiency Cryptocurrency Wi-Fi Google Drive Mobility Botnet Two-factor Authentication Evernote Quick Tips Leadership Office 365 OneNote History VoIP Solid State Drive Business Users Credit Cards Virtualization HIPAA Networking Virtual Assistant Law Enforcement Remote Monitoring Business Management Redundancy Windows 10 Business Computing Title II Mobile Devices Internet of Things Bring Your Own Device Collaboration Windows 7 Telephone Systems Training Word IT Management Display Spam Blocking Help Desk Audit Spam Cloud Computing Managed IT Services Communication Workplace Tips Microsoft Office User Tips Public Cloud Operating System Telephony How To Holiday Content Management Upgrade Communications Government Safe Mode IT Consultant BDR Access Control Machine Learning Vulnerability Business Intelligence Network Money Windows 10 Network Security Business Technology Data Education Outsourced IT Software Keyboard Apps Telephone System Sports Mobile Device Management Applications Private Cloud Passwords Tip of the Week Smartphones Small Business HVAC Samsung BYOD HBO Managed IT Avoiding Downtime Meetings Data Protection Blockchain Specifications Managed Service Paperless Office Net Neutrality Computer Care Scam Unsupported Software VPN iPhone Innovation Printer Cloud Fraud Mouse Browser Hosted Solutions Microsoft Software as a Service Artificial Intelligence Password Manager IT Services Alert Information Google Computers Security Social Media Identity Theft Business Continuity Chrome PDF Data Security Unified Threat Management Internet Criminal Data Storage Tech Term Data Breach

Newsletter Sign Up