People Saying Bad Things About Your Business - What to do?
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People Saying Bad Things About Your Business - What to do?

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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 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.

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People Saying Bad Things About Your Business - What to do? People Saying Bad Things About Your Business - What to do? Presentation Transcript

  • PEOPLE SAYING BAD THINGS ABOUT YOUR BUSINESS? What To Do… Reneta Tsankova COO SiteGround.com
  • ABOUT MEMarketing expertCustomer service managerCurrently COO
  • WHY CARE WHAT (ANGRY) PEOPLE SAY? Things people say about you Make Your Reputation Makes Your Sales
  • HOW TO KNOW WHAT PEOPLE SAY? Spy Your Own Brand 1. Watch what’s new on GoogleAdd 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 1. Understand the REAL pain 2. Synchronize internally 1. Don’t let your emotions guide you
  • Strategies to Counter-Act
  • #1 EXPLAIN YOUR POINT OF VIEWWITH FACTS AND A FRIENDLY TONE Customer claims you did something bad, using just part of the facts.
  • #1 EXPLAIN YOUR POINT OF VIEWWITH 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 todamages 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 ReasonablyYour service really failed, whether or not it wasyour fault.
  • #3 Compensate The Customer Reasonably Example:Hard disk failure of a shared hosting server.
  • #4 Know When To Stop ExplainingCustomer says you didsomething 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 UpFollow 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 Things1. Take advantage of the momentumand push for positive reviews2. Organize Campaigns in Facebookand Twitter (Thanksgiving is coming)
  • # 4 Do Things Right and Search for More Ways To Do Them Even BetterIf you are doing a good job, you learn from your mistakes andyour customers know that, there will be less negativefeedback to handle and more fans to jump into your defenseif needed.
  • Care to share your cases? Your turn
  • Thank you!Reneta Tsankovareneta@siteground.com+359885446111@reneta