There is nothing wrong with disliking criticism. No one likes to be critiqued, especially by those inclined to respond in a negative fashion. However, negative reviews are a part of running a business. Clients will inevitably post critical reviews of your MSP company to online review directories. Here’s the best way to handle those reviews:
Respond to the Review
Post a response to the negative review as soon as you have the opportunity. Do not attack the customer. If you wait too long, the comment will be displayed for everyone to see and make the customer that much more incensed. So, be sure to respond to those critical reviews in a timely manner. Otherwise, you run the risk of portraying your business as uncaring. This is not to say you should respond to bad reviews in haste. Take some time to discuss the negative review with the employees responsible for the poor performance. Do not take the criticism personally. Give yourself at least a few minutes to think over the poor service, how to respond in a professional manner, and what types of changes should be made.
Plan the Response
Sit down with pen and paper to jot down some notes about your response to the negative review. Do not delve into details. Communicate how you will take steps to resolve this unfortunate situation. If the customer feels validated, he or she will be inclined to return or at least stop vocalizing displeasure with your MSP company.
Find Out the True Cause of the Problem
Find out the true cause of the negative review. Determine who is at fault. Show the negative review to the employee(s) in the wrong. Though there is a chance the review is baseless, the odds are someone in your organization erred and the mistake should be addressed.
Keep Your Emotions in Check
It is awfully easy to become emotional after reading an online review that is highly critical of your business. Do not let your emotions emerge. Remain calm, do not take the criticism personally, maintain a steady voice and proceed in a civil manner. Otherwise, if your emotions get the best of you, you will likely lose a customer or possibly even do something that compromises your brand.
Do Not Control the Conversation
If you contact the angry customer, do not attempt to steer the conversation in a certain direction. Let the customer express his or her opinion, listen carefully and provide relevant responses.
The Moral of This Story: Do Not Rush into Action
Above all, you should remain level-headed and objective while reviewing negative write-ups of your MSP company. Take some time to consider the best response to the complaints. Do not immediately terminate an employee or provide the angry customer with a discount on future services. Discuss the details of the event with your team, consider the appropriate response and take your time before compensating the customer or reprimanding an employee.