Negative online reviews don’t have to sink your MSP. Let’s explore the steps to strengthen employee engagement, rebuild trust, and deliver better service.
What should you do if your MSP gets a negative online review?
It can be tempting to panic or question your operations, but not all bad reviews are deal-breakers. A surge of spammy or fake ones could just mean you’re getting more visibility or serving more demanding clients.
A single negative review can drive away 22% of potential customers, though, and that number jumps to 59% if there are three or more. But how your MSP handles those reviews speaks volumes, even more than the review itself.
There’s often a strong link between employee engagement and the level of service customers experience. A company with a checked-out team might miss deadlines or ignore support tickets, for example. But one that owns up to mistakes and actively works to improve? That’s worth paying attention to.
Let’s explore five smart ways to evaluate and respond when your MSP gets a bad review, turning a potential red flag into a valuable moment of clarity.
Step 1: Understand the real impact and analyze the review
As a leader, you must respond with clarity, not defensiveness. Rather than reacting emotionally, take a proactive approach. Read the review carefully and look for the deeper issue: Is it a service failure, an employee misstep, or a misalignment of expectations?
Once you’ve pinpointed the potential cause, confirm whether the review is legitimate. If it’s spam, report it. But if it’s real, treat it as an opportunity to fix what’s broken and prevent it from recurring.
Step 2: Respond publicly with transparency and professionalism
Keep your tone calm and professional when engaging with reviews. Here are a few tips:
- Respond within 24 to 48 hours.
- Thank the reviewer for their feedback.
- Acknowledge the issue without assigning blame.
- Explain what’s being done to improve the situation.
- Invite them to reconnect privately.
- Keep the message clear, professional, and concise.
Remember that your response reflects your brand. It’s your opportunity to show accountability and demonstrate that you take customer concerns seriously. A thoughtful response shows accountability and reinforces trust.
Step 3: Resolve the issue privately and follow up
After addressing the issue publicly, take the conversation to a private space. Contact the customer through email or phone to discuss the situation and offer a solution. This shows you’re genuinely concerned and invested in a resolution.
Internally, make sure your crew is informed and takes the necessary steps to prevent the issue from happening again. Fixing the root cause is important, whether it’s updating a process or providing additional training.
Once you resolve the issue, kindly encourage the customer to update their review. A positive follow-up review can reflect your steps to make things right and help rebuild your reputation.
Step 4: Leverage the feedback to improve internal processes
Take time to review feedback to spot where things may not be running as smoothly as they should. Is there a process that’s slowing things down or causing frustration? Then:
- Recognize the areas that need work
- Connect this feedback to your KPIS and service improvement goals
- Track progress and see how changes affect your performance
You can make the improvement process more engaging by gamifying the experience. This gives your crew a fun way to stay motivated and work together toward better results.
Remember to incentivize your frontline team, too. They interact directly with clients, so they’re more likely to go the extra mile to improve service when they feel valued and included.
Step 5: Prevent future negative reviews through employee engagement
Disengaged employees are more likely to miss details, respond slowly, or give off a tone that clients pick up on immediately. And that can lead to poor experiences and negative reviews.
Companies with engaged crews see 23% higher profitability and better customer ratings, according to Gallup. This is proof that when your crew feels valued, your clients do, too.
That’s also why it’s important to monitor your crew's performance. Tools like regular surveys, recognition tools, and feedback loops help you understand your employees’ motivations so they do their best work.
Turn negative reviews into team wins with Crewhu
Negative reviews don’t have to be the end of the story. They’re a chance to grow, fix what’s not working, and show clients and your crew that you’re serious about improvement. When handled correctly, negative reviews become opportunities to build trust, improve your processes, and show your commitment to better service.
To truly turn things around, focus on fostering an engaged workforce. Engaged employees are more likely to:
- Show up with energy
- Handle challenges with care
- Leave clients feeling satisfied
Crewhu helps you build that culture through a data-driven platform that gamifies performance and rewards top talent. It instantly collects and acts on customer feedback, turning it into usable insights that drive improvement. Tools that boost motivation, reward great work, and keep your team connected help you set your business up for more five-star moments.
Want to learn how to boost employee engagement and keep your clients happy? Book a Crewhu demo to get started.
