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  Post #16 (permalink)   01-09-2014, 02:13 AM
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When this happens we would normally ask the client for a ticket ID so we can gather all the details on what happened, why it happened etc

Once we have all the facts we will post a more detailed response to the thread so everybody knows the facts, we will then work with the client privately to ensure any problems have been resolved.
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  Post #17 (permalink)   01-13-2014, 08:04 AM
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Tell them the truth and service them honestly
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  Post #18 (permalink)   01-27-2014, 07:36 AM
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Quote:
Originally Posted by Jump systems View Post
As a webhost, how would you deal with clients who complain about what are basically support issues in forums and thereby potentially damaging your reputation?
Hi there,

If a client complains, maybe it's not your fault. Anyway, we can't please everyone. If many other customers complaint (and the reason is the pretty much the same) maybe you should do something with your support team since there's nothing you can do with a customer complaining on forums. If you want different results, do something different.
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  Post #19 (permalink)   03-01-2014, 11:50 PM
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Turn the situation around and show the public how your support issues are handled. In fact if you show that you are willing to work with the client personally, I feel this gives any prospective clients even more confidence in your hosting company. Proper english and a reasonable attitude will always work in your favour.
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  Post #20 (permalink)   03-04-2014, 04:58 PM
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Quote:
Originally Posted by HostWithLove View Post
Turn the situation around and show the public how your support issues are handled. In fact if you show that you are willing to work with the client personally, I feel this gives any prospective clients even more confidence in your hosting company. Proper english and a reasonable attitude will always work in your favour.
Exactly. Bad reviews do hurt hosts daily, but if the host is truly convinced that the customer was treated properly and offered the needed help then this can easily be shown in a public discussion too. At the end of the day, a reasonable bystander would be able to tell which side has more rights in the issue. Of course, a bad review is still a stain on the brand online reputation but damages can be minimized under the circumstances.
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  Post #21 (permalink)   03-21-2014, 04:33 AM
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Clients normally don't directly start posting in forums.

If their tickets are not answered or in similar conditions they do.

But 100% positive reviews are impossible but if you have more positive reviews that's not a big issue.
 
 
 


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  Post #22 (permalink)   03-24-2014, 05:48 AM
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The thing about the Internet is that EVERY MENTION MATTERS. Some companies have special employees posting reviews on multiple forums (actually, nearly all IT companies do this and quite a part of every popular forum community is such emloyees).

Why is it done? The more times your website name is mentioned, the better. Search engines do not count emotions, they count only matches of keywords. Good review plus bad review are simply2 reviews.

Therefore, both positive and negative replies do the same job - they promote your service. And if someone does it free - that is just great! It will only result in higher ranking and more customers To a certain degree, of course.

Customer experience is really important, as satisfied customers are your revenue generators. Thus said, having a person tracking customer experience issues is a good idea.

Multiple software tools allow tracking your website name matches on the Internet. In case 1 client posts 1 negative reply somewhere - it is no big deal. However, someone really angry at your service may start posting bad reviews very wide - the situation you were talking about, OP.

The solution, the way we see it, is to try contacting the frustrated client by any means possible to deal with their situation, give directions regarding resolving the case or issue them a discount/refund.

If there is a possibility to reply to their accusations with detailed explanations and useful advice - use it! Just do not criticize, don't tell them they are wrong - just show the way out (and mention your service one more time, of course)

This way even people reading these bad reviews will see the way you deal with such cases - calmly. efficently, friendly. They will be able to judge the situation from two sides, not only from bad review, but with your good response, too.

The best way to advertize good service is to show it in action, IMHO!
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  Post #23 (permalink)   03-24-2014, 01:00 PM
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It's probably best not to entertain that client on a public forum, but it's a good idea to gather more information and then update the thread with some basic information so that everyone knows what happened and who to blame.
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  Post #24 (permalink)   04-26-2014, 06:49 PM
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Usually bad reviews come from angry customers who haven't for legitimate reasons.
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  Post #25 (permalink)   04-28-2014, 07:51 PM
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I think that if the host has an account on the forum they can respond to the thread politely asking the client to address the issue via their help desk, phone or live chat. Not everyone will ever be 100% satisfied but I think that it is important to reply and therefore show others that even negative feedback is addressed positively and that there is effort to resolve the issue. Simply ignoring it might make it seem like you don't care which could cause more image damage.

That's just my opinion.
 
 
 


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  Post #26 (permalink)   04-29-2014, 01:43 PM
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People don't just post complaints in the forum probably they got fed up with the hosting services and that could be the reason for their posts.
 
 
 


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  Post #27 (permalink)   05-01-2014, 02:39 PM
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If you do take action, make sure you have a claw in your terms and conditions that they agreed to...


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  Post #28 (permalink)   05-03-2014, 02:40 AM
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Quote:
Originally Posted by HostUS-Alex View Post
If you do take action, make sure you have a claw in your terms and conditions that they agreed to...


Alexander
Looking from a client standpoint I would certainly stay away from companies that hides behind their Terms and Conditions. Hell, if I'm an existing client with an issue, someone from Support waving their Terms and shrugging their shoulders would make me mad to the point where I decide to bash them in the forums. See, this is what can create the issue, not solve it.

Even the best formulated Terms do not apply to 100% of cases, any reputable company has to be flexible with them and treat the issues on a case-by-case basis, not generalizing them to fit your documentation.

Just my
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  Post #29 (permalink)   05-13-2014, 11:08 PM
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It is hardly possible that you get 100% customer satisfaction. There are some users who report such issues in open forums. As a provider, we should respond them in the forum. There could be two cases:

[1] It may be client fault and still blame on hosting

In such case, you can provide necessary proof in open discussion forum which can show that you worked on the issue to resolve but it was end user's issue. When you deal in open discussion, you will have to make sure that you do not violate your privacy policy.

[2] The case is mishandled by webhost

In such case, senior tech should give assurance to user that they will resolve any issues. I have read many review which became from negative review to positive review at the end.
 
 
 


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  Post #30 (permalink)   05-27-2014, 09:14 AM
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These must be handled on a case by case basis. A response might be warranted. Try to direct the conversation back in house. Use the opportunity to demonstrate your professionalism.
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