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 way as to convert unhappy prospects or customers into happy.

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

  1. 1. PEOPLE SAYING BAD THINGS ABOUT YOUR BUSINESS? What To Do… Reneta Tsankova COO SiteGround.com
  2. 2. ABOUT MEMarketing expertCustomer service managerCurrently COO
  3. 3. WHY CARE WHAT (ANGRY) PEOPLE SAY? Things people say about you Make Your Reputation Makes Your Sales
  4. 4. 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!
  5. 5. Before Taking Any Action, PREPARE 1. Investigate 1. Understand the REAL pain 2. Synchronize internally 1. Don’t let your emotions guide you
  6. 6. Strategies to Counter-Act
  7. 7. #1 EXPLAIN YOUR POINT OF VIEWWITH FACTS AND A FRIENDLY TONE Customer claims you did something bad, using just part of the facts.
  8. 8. #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.
  9. 9. #2 Apologize and Say “Thank you”You made a mistake that might not lead todamages but could make people distrust you.
  10. 10. #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
  11. 11. #3 Compensate The Customer ReasonablyYour service really failed, whether or not it wasyour fault.
  12. 12. #3 Compensate The Customer Reasonably Example:Hard disk failure of a shared hosting server.
  13. 13. #4 Know When To Stop ExplainingCustomer says you didsomething bad.Talking too much about it becomesuseless at some point.
  14. 14. #4 Know When To Stop Explaining Example:The small account overloading the server
  15. 15. Preventive Strategies
  16. 16. #1 Monitor The Early Signs and Follow UpFollow up customers who complain to representatives of your company about a problem they have.
  17. 17. #2 Channel The Negatives 1. Give easy escalate options 2. Let customers rate and follow up bad ratings
  18. 18. #3 Motivate Clients To Say Good Things1. Take advantage of the momentumand push for positive reviews2. Organize Campaigns in Facebookand Twitter (Thanksgiving is coming)
  19. 19. # 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.
  20. 20. Care to share your cases? Your turn
  21. 21. Thank you!Reneta Tsankovareneta@siteground.com+359885446111@reneta

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