i-medIT 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...
Shug Off Downtime with Managed IT Services


No comments made yet. Be the first to submit a comment
Already Registered? Login Here
Tuesday, June 25 2019

Captcha Image

Mobile? Grab this Article!

QR-Code dieser Seite

Tag Cloud

Tip of the Week Security Technology Best Practices Business Computing Privacy Cloud Google Hackers Innovation User Tips Productivity Internet Hosted Solutions Microsoft Email Data Network Security Efficiency Hardware Tech Term Mobile Devices Malware Business Backup Small Business Data Backup Smartphones Workplace Tips VoIP Communications Android Smartphone Cloud Computing IT Support Windows 10 Business Management Software Managed IT Services Network Data Recovery Communication Gadgets Cybercrime IT Services Server Browser Windows Internet of Things Ransomware Mobile Device Miscellaneous Computer Chrome Business Continuity Cybersecurity Artificial Intelligence Router Social Media Users Upgrade Outsourced IT How To Collaboration Phishing Automation Information Spam Computers Applications Law Enforcement Saving Money Social Engineering Operating System Disaster Recovery Office 365 Save Money BDR Word Money Productivity Mobile Device Management Managed Service Data Security Private Cloud Paperless Office Government Two-factor Authentication Google Drive Vulnerability Connectivity Bandwidth Encryption Staff Wi-Fi Facebook Telephone Systems Settings Holiday Quick Tips Alert Passwords App Managed IT Services Bring Your Own Device Sports Data Breach Data Protection Voice over Internet Protocol BYOD Safety Remote Monitoring Virtualization The Internet of Things Business Intelligence Networking Meetings Managed IT VPN Virtual Assistant Human Resources Downtime Scam Telephony Health Windows 7 IT Management Display Update Keyboard Public Cloud Machine Learning Botnet Infrastructure Telephone System OneNote CES Fraud IT Plan Microsoft Office Access Control Internet Exlporer Software as a Service Training Apps Google Docs Content Management Redundancy Unsupported Software Augmented Reality Avoiding Downtime Comparison Cleaning Cryptocurrency Website Blockchain Spam Blocking Gmail Servers YouTube Data storage Education Windows 10 Physical Security Password Recovery Identity Theft Data Storage Legal Hosted Computing Outlook Shadow IT Bing Workers Cryptomining Digital Signature Investment User Error Cache Printer Evernote Digital Signage Conferencing Criminal Manufacturing Samsung Chromecast Unified Threat Management Credit Cards Knowledge Work/Life Balance Enterprise Content Management Inventory MSP HBO Millennials IBM Humor Help Desk Database Multi-Factor Security ROI Robot Uninterrupted Power Supply Going Green Wireless Internet Mouse Skype Wireless Charging Google Search Emails HaaS Entertainment WiFi Cabling Value Solid State Drive Big Data Devices Mobile Computing Flash Security Cameras Network Congestion Reputation Wireless Password Management Apple Data Management NarrowBand File Sharing Frequently Asked Questions Workforce Supercomputer Data loss Hybrid Cloud Electronic Medical Records Travel Password Manager Business Technology Laptop Accountants Trending End of Support Office Tips Wire Administrator Start Menu Cortana Proactive IT NIST Cables Audit Files DDoS Thought Leadership Camera Amazon Hacker IT Consultant Customer Touchpad iPhone Wireless Technology Authentication Excel Telecommuting Budget Screen Mirroring Monitor PDF Virtual Reality Save Time Shortcuts Business Mangement Biometric Security Flexibility Root Cause Analysis Internet exploMicrosoft Firewall Smart Office Microchip Tools Google Apps Net Neutrality Office Default App Computer Fan Black Market History Sync Amazon Web Services Smartwatch Software Tips Hacking Marketing Managed Service Provider Nanotechnology Remote Worker Tip of the week Remote Work Cast Hiring/Firing Social Recycling 5G Charger Mobility Practices Specifications Advertising Tech Support Document Management Search Engine Employer-Employee Relationship ISP Netflix Relocation Safe Mode HIPAA IT Infrastructure FENG Patch Management Addiction Warranty Online Shopping Employee webinar OLED Computer Care Windows 10s USB Smart Tech Wiring Windows Server 2008 Current Events Automobile HVAC Vendor eWaste Politics Computing Infrastructure Two Factor Authentication Worker Assessment How to Techology Audiobook Instant Messaging Troubleshooting Computer Accessories Best Practice Rootkit Remote Computing Television Transportation Experience Company Culture Compliance GDPR Public Computer CrashOverride Benefits Webinar IT Support Loyalty Books Video Games Music Thank You Managing Stress Vendor Management Regulation Battery Bluetooth IT solutions SaaS Emergency Twitter Printers Scalability Wearable Technology Information Technology Worker Commute Congratulations Risk Management Smart Technology Search Content Employer Employee Relationship