It’s an inevitable fact, that when you run a company, you cannot make everyone happy. You could try and work twenty eight hours a day. Provide perfect service. Some people just cannot be pleased. Then there are times you go wrong. Even with the best efforts, well made plans can go wrong. Out of nowhere, your service can break badly and take some time to repair. Then end up with a lot of angry customers and some bad website hosting reviews
How you deal with those bad reviews is the deciding factor of a good company. So here are a few tips on how to deal with bad hosting reviews.
To start with you need to work out what it is they are complaining about. This dictates largely the way to deal with it. What went wrong? How can you stop the situation happening in future?
If you have already dealt with the situation, then contacting the customer directly may be best to explain better. If the complaint is false, then this turns into a different situation.
As much as we try to please people, there is a small minority of people that take pleasure in complaining. The more difficult customer will be liberal with the truth to spin their bad review. Not everyone would agree, but contacting the customer isn’t always the best move. In a nutshell, you cannot win with this type of person either way. Contacting them is likely to make them worse and shout louder!
If you are at fault and the complaint is genuine, always sympaphise with the customer. Apologise and apologise again. If you aren’t sincere in being sorry for the mistake of your company, something is wrong. Good apologies can mend bridges. Also showing how you’ve learnt from the mistake will restore confidence in the customer. Why not offer the customer a free month if they’ve left, to try and persuade them to come back?
If you really make a good job, the customer may even praise you across the internet. Picture turning a happy customer into a good one. Those that think technical issues don’t occur for a hosting company aren’t right in the head! However, a company well versed in PR, that can turn an angry customer into a happy one is worth their salt. This is definitely worth thinking of from a PR point of view.
There are a number of options for monitoring reviews. Google Alerts will let you subscribe to new results for certain keyphrases. You can also use tools across social networking sites – Facebook and Twitter to monitor what customers are saying about you. Running a hosting company has many jobs, and this is probably one of the most important.
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