Like any other business model, an MSP company’s reputation and credibility are susceptible to reviews and comments left by their customers. Remember, we live in an era that encourages consumers to share and rate their experiences with various business entities— it is about time for businesses to reciprocate the rating. Wouldn’t it be great if customers who have a lousy reputation get barred from posting reviews, or at least their bad reviews get ignored?
Platforms such as Yelp and Net Promoter were based on the need for consumers to inform each other about how various businesses provide their services and products. However, the idea becomes tainted when a lousy client leaves faulty feedback for your potential customers.
Imagine if an MSP could rate its clients such that if one of their customers provides a bad review for them on Yelp or any other social media platform, the company can also submit a review of the customer. Some customers are just outright malicious for no reason. The leave terrible reviews or spread rumors about an MSP just because the company isn’t willing to bend over backward for their amusement.
How to Detect a Bad Client
Before an MSP company can get rid of a bad customer, they first have to identify them. Remember, a single unfortunate encounter with a client isn’t a sign of a bad customer. Could be they were experiencing a bad day. However, they portray the same behavior frequently, then you can rule them out of your good client list. Below are some examples of lousy client behaviors an MSP should not tolerate:
- Attention seekers – Some clients vehemently seek individual attention an MSP with total disregard for the other clients. They always want to be pushed to the front of the line and receive special treatment even if they support they require isn’t essential. Drop such clients because they do not see the value of your service but rather value attention.
- Cheapskates – These are clients who want top-tier results, but they are not willing to pay for it. They end up complaining about your MSPs lack of results yet the service package they pay for doesn’t include the results they want.
- Unreliable clients – These are clients who are not willing to play a significant role in the success of their business just because they have an MSP working for them. A client and an MSP need to work together for their endeavor to become successful.
- Oblivious clients – These are clients who believe in phenomenal success, but they have no clue of what it takes. Nor do they have a set goal in mind, but they expect the MSP to provide results first then judge if the results are to their liking.
These are the kind of bad clients who leave bad reviews for companies, despite being the reason the working relationship did not go through. Such client reviews ought to get disregarded.
Dealing with Bad Customers
Many business models, such as Airbnb and Uber, facilitate the reviewing of both the service provider and the client. Thus, in the future, prospective service providers and customers alike have a chance to familiarize themselves with each other before they conduct business.
With the rise of various consumer review platforms, it is essential for MSPs to become proactive in responding to the reviews and ratings left by clients. Furthermore, these companies need to start using the same platforms to rate the businesses that are their clients. This way when a bad customer leaves your MSP a bad reputation you can also express your views on the client.
If you own an MSP company, at some point, you are bound to get a bad client who makes your work and productivity a nightmare. It is high time to get proactive in getting rid of your bad customers before they ruin your reputation.