MSP Marketing Strategies to Reap Silver Linings from Complaints

Your MSP marketing must address negative reviews. You’ve got to learn how to turn a criticism into an opportunity for growth. Certainly, some criticism is unfounded and not worth following through on. However, some criticism should be considered and learned from. Following are several ways you can use negative customer feedback to increase the effectiveness of your tech business:  


  • Consider the review from the client’s perspective
  • Encourage feedback
  • Take action when this is right


Consider the Review from the Client’s Perspective 

Your MSP marketing operation needs to learn how to get into the minds of your clients. Why are they writing a review of your business? What is driving them? Are they just trying to get back at you? Is there a legitimate issue? Do they just not understand? You may be surprised to note that many negative reviews emanate from misunderstanding and can be easily corrected. But only if you read them carefully, get in the client’s head, and figure out what prompted them to post such reviews. 


Encourage Feedback 

You want to encourage all clients and prospects to give you feedback at every level of engagement, from the sales funnel to legacy clientele. You’ll get good feedback, negative feedback, and feedback which comes from an area where misinformation characterizes the issue more than any mistake on your part. Being conscientious about replying looks good and will lead not only to satisfied clientele, but a positive reputation. 


Take Action When This Is Right 

If criticism produces something which requires addressing, then address it. You’ve just been handed a “get out of jail free” card in terms of correcting an issue before it can hamper another client. 


Mining Silver Linings 

Your MSP marketing will present a good public image if it addresses valid criticisms, corrects misconceptions, and takes action when necessary. Encourage feedback, learn to see things from the client’s perspective, and fix what needs fixing. In these ways, you’ll be able to experience benefit from reviews, even the extremely negative ones.

Bill Hogan

Bill Hogan is President of Partners Plus. A fast growing IT Support firm based in the Philadelphia area. Bill has been helping make life with business computers easier since 1981. His education as an Electrical Engineer at Penn State started a dual approach toward gaining expertise in both programming and computer networks. In 1991 he formed Partners Plus, Inc., to provide managed IT services to companies in the Philadelphia metropolitan area, based on being a business operations ally and understanding the need to speak to company leaders in plain English rather than ‘techno-babble’. And while others tend to focus their attention on the mechanical components of a computer system, Bill and his staff take a more global approach - how a network can be best used as an integral, reliable asset to the business owner’s goals. In 2007, after years of frustration with the sub-standard services he saw during network audits, Bill published “Hassle Free Computer Support” to educate business owners with the information they need to get superior technical support for their businesses A firm believer in keeping current with advances in technology and processes, Bill lead Partners Plus to become a Microsoft Certified Partner in 1998 and a Gold Certified Partner in 2008. And, Partners Plus Inc. has been selected by Microsoft as being in the top 1% of Partners serving the Small and Medium Business Market on the East Coast. Bill is internationally certified in Network Operations and is certified by Microsoft in project management and multiple Microsoft technologies. He also held the position of representative for the Mid-Atlantic region on Microsoft’s Advisory Board which manages all Microsoft Small Business certified partners. Partners Plus provides managed it services to clients in Philadelphia and the Delaware Valley and helps them choose, implement, and manage IT and cloud solutions that are cost effective and reliable. Partners Plus’ pro-active approach to IT support is ideally suited for companies in Wilmington, Delaware or Philadelphia who depend on reliable IT infrastructure, but don’t want to spend a lot of money to keep your IT services in Delaware that way. Partners Plus clients have come to appreciate the Partners Plus team focus on operations and the ability to get the core of problems quickly, and the knowledge of how to resolve issues as quickly as possible. With the institution of the Partners Plus Protection Program, the company can now monitor, identify and resolve many network issues in minutes without coming onsite.