Your MSP business will get negative reviews. If you don’t absorb at least a few, that looks suspicious. How you deal with them will determine if such reviews damage or strengthen your operation.
There is a silver lining to negative reviews. Those which are spurious can be shrugged off through proper response. Those that are actually indicative of a need to change services can be addressed properly. Following are three features of negative reviews to take note of:
- Common Features
First, your MSP business needs to seek common features of reviews that are negative. Do they feature language which is pejorative and overly derogatory? Do they go into detail regarding issues or just broadly dismiss your MSP? If there aren’t specifics, they don’t tell you exactly where you went wrong or what you could fix, and they focus on degrading your operation, then perhaps those who have posted the negative review are acting in bad faith.
A quick response can demonstrate as much to third-party readers and dispel misgivings. Meanwhile, a bad review that’s deserved can alert you of operational practices you must fix. Learn to differentiate between the two and act appropriately.
- Swiftly Initiated Response
Whether a review is false or not, you need to respond quickly. The timestamp which thus populates informs readers of your conscientiousness in customer service, even if the negative reviewer cannot be satiated. Ensure your response is purely professional, regardless of negative review validity.
- Effectively-Pursued Action
When you can fix things, fix them. When you can’t, explain why. Whatever you do, some action must be taken. That action could merely be swift response to negative reviews, or it could involve a rethinking of processes under-performing.
Reversing Negative Reviews
An MSP business will have negative reviews. Act quick, respond quick, and look for defining characteristics to determine what kind of negative reviewer you’re dealing with. Such an approach can make negative reviews opportunities for operational betterment.