Turn things around support and service wise, then give it time. I don't think you'll ever fully recover, but people will somewhat forget about it if you can make up for it in the long run. Overall though, once a bridge is burned, it's burned.
agree also but you are problably not going to get the old clients that you upset back or canceled there services ect. Prosuming that is what happened or was it not your business that has a bad rep if you dont mind me asking?
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A bad reputation is usually the result of an extended length of bad business practices. A good reputation is the result of the exact opposite but takes much longer to regain. Its not impossible to recover but it will likely take four times longer to rebuild a reputation.
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In regards to reputation management, you could look at someone that deals in this kind of service. Especially when it comes to results that can be manipulated to a certain degree.
For example alot of bad reviews may come up on Google for your company name, an SEO or agency that deals in reputation management may have resources to beat those down/off the first few pages. Expect to pay a premium for reputation management services though.
how will a hosting company with a bad reputation recover and get back to its business?
Depends on what the reputation is.
One guy complaining on WHT or lowendbox? Sure. You will always have some negative press if someone googles your company name. It's unavoidable. (Responding to complaints and telling your side of the story in a professional way is a good antidote...idiot customers usually show their true colors).
A bad company that you bought and are repairing? Definitely. "Under new management".
Some mistakes you made? Yes, if you're forthright. It always amazes me that companies don't admit their mistakes. I'd be more trusting of a company that said "we screwed up but here's the steps we took to make sure it never happens again" that someone who pretends a major problem never happened.
Some people have big egos and won't accept your apology no matter how sorry you are. Some people will never say sorry. You have to improve upon your existing client base or the clients that come to you in the future.
The company should make sure that it reaches out to its existing clients and apologize for the bad service & assure them that they are doing their best to give it a fresh start with better services..
This will not assure the existing clients will come back or stay but atleast it will make an impression on them that you are trying and they wont go on talkin bad about your services to friends & family.
Secondly.. Just change your ways.. Provide a better service.. look from the point of view of a customer. For a while don't think about your profits but customer satisfaction...
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Well, it is definitely hard to regain the reputation though it is not impossible. A host should thoroughly analyse the facts that lead to a bad reputation. Try to improve fast on those draw backs and make the clients feel the changes in service quality. As some body said it may take comparatively long time to regain the reputation than building it for the first time or losing it.
yeah the problem with a bad reputation is it is hard to change people's perceptions of the person/company
however it's not impossible (just unusual) for things to completely change.
However the reason the company had a bad reputation was because someone or some people made bad decisions somewhere and people's behaviours are much harder to change than poor server uptime or even a poor server provider.
what alot of company owners forget is what they wanted from the service/company when they where customers not providers.
i can tell you a funny story about a customer i used to have when i worked in a pub liked everything to be top quality good stuff (spent the money on it) used to moan if the beer wasn't 100% and expected his money back...... that same bloke bought the lease and took over the pub.
He quickly changed all the high quality food we sold to cheaper (and not as nice alternatives) the beer was always funny smelling and tasting, his language was appaling, he wouldn't give anyone there money back and thought they had a cheek if they asked for a replacement drink when they complained he said what do you want me to do about it?
needless to say he didn't last very long but he never saw the error of his ways (despite us trying to tell him) customers are now coming back and the pub is like it used to be (80+ for sunday dinners instead of 8)
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The point here shalln't be missed is; did the person who built a bad reputation for himself and/or his company got healed? What happened, did he understand which exact mistakes got him the result of having a bad rep?
As long as he fools himself by just saying I was bad starting today morning I am being good it ain't gonna work and on the contarary if he really understands and admits his mistakes and sincerely tries to correct them I am sure the audience will interested again with him.
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