people saying bad things about your business - what to do?
DESCRIPTION
A presentation by SiteGround's Chief Operations Officer Reneta Tsankova given at the World Joomla Conference 2012. This session revealing real life example how negative feedback can be handled in such a way as to convert unhappy prospects or customers into happy.TRANSCRIPT
PEOPLE SAYING BAD THINGS ABOUT YOUR BUSINESS?
What To Do…
Reneta TsankovaCOO SiteGround.com
ABOUT ME
Marketing expertCustomer service managerCurrently COO
WHY CARE WHAT (ANGRY) PEOPLE SAY?
Things people say about youMake
Your ReputationMakes
Your Sales
HOW TO KNOW WHAT PEOPLE SAY?Spy Your Own Brand
1. Watch what’s new on Google
Add a Google alert for your nameGoogle “your name + reviews”Google “your name + sucks”
2. Watch Industry related sites
3. Facebook and Twitter (Tweetbeep)
STAY ALERT AND DO IT REGULARLY!
Before Taking Any Action, PREPARE
1. Investigate
2. Understand the REAL pain
3. Synchronize internally
4. Don’t let your emotions guide you
Strategies to Counter-Act
#1 EXPLAIN YOUR POINT OF VIEW WITH FACTS AND A FRIENDLY TONE
Customer claims you did something bad, using just part of the facts.
#1 EXPLAIN YOUR POINT OF VIEW WITH FACTS AND A FRIENDLY TONE
Example:A hosting customer complains his
small website was stopped for loading the server.
#2 Apologize and Say “Thank you”
You made a mistake that might not lead to damages but could make people distrust you.
#2 Apologize and Say “Thank you”
Example:
Brian Teeman: (about Jhackguard)
The extension is so badly coded that it tests for things without checking the context. For example it is
impossible to write an article about a trade union as the extension removes the word union
#3 Compensate The Customer Reasonably
Your service really failed, whether or not it was your fault.
#3 Compensate The Customer Reasonably
Example: Hard disk failure of a shared hosting server.
#4 Know When To Stop Explaining
Customer says you did something bad. Talking too much about it becomesuseless at some point.
#4 Know When To Stop Explaining
Example:The small account overloading the server
Preventive Strategies
#1 Monitor The Early Signs and Follow Up
Follow up customers who complain to representatives of your company about a problem they have.
#2 Channel The Negatives
1. Give easy escalate options
2. Let customers rate and follow up bad ratings
#3 Motivate Clients To Say Good Things
1. Take advantage of the momentum and push for positive reviews
2. Organize Campaigns in Facebook and Twitter (Thanksgiving is coming)
# 4 Do Things Right and Search for More Ways To Do Them Even Better
If you are doing a good job, you learn from your mistakes and your customers know that, there will be less negative feedback to handle and more fans to jump into your defense if needed.
Care to share your cases?
Your turn
