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.
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.