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Changing Dissatisfied Customers into Fans

Dashboard Interactive has a Home Services client who provides excellent customer service. These individuals are skilled at what they do and are recognized as experts in their field. They are honest, hardworking people who do business with integrity. Until recently, all of their Google reviews were 5-stars. Then, the unthinkable happened: one dissatisfied customer gave them a 1-star rating.

A little background: Our client was contacted by the homeowner behind the 1-star rating. They completed the project and found additional issues that they addressed before the customers warranty expired. This saved the customer over $1,400. It’s not often that you save more money than the actual cost of the project.

A few months later, another company visited the same homeowner and completed additional work. Problems surfaced after the other company finished their project. The homeowner blamed our client and left a one-star review on Google even though our client was not responsible for the homeowner’s dissatisfaction. That’s when our Home Services client called us.

After talking with our customer, we realized the one-star review was not warranted. The client had attempted to resolve the issue with their customer directly and was blamed for a problem that they did not cause. We spoke with the employee who actually did the work and then developed a response.

We were successful in presenting a clear, logical response to the comments that were made on Google. It was important for others who might see the review to understand that our client was not at fault. We were successful in crafting a bullet proof message that didn’t embarrass the reviewer, yet also stated the facts.

A few months went by and we’d moved onto other things. We monitor reviews for all of our clients and my social media person noticed that the review had been changed to five stars and we shared the news with the client. It was a very good meeting and now each of their over 20 Google reviews is once again five stars.

In summary, it pays to do excellent work and provide great service while treating others with respect. It also pays to respond to unwarranted negative reviews in a way that states the facts yet doesn’t embarrass the reviewer. In the end, this turned out to be a win/win for both parties.

A Cloud-Based Software Company found itself in a bit of a dilemma when their website was hacked. The company needed extensive website cleanup, a hardened website security infrastructure, and consulting to ensure that their IT department could handle any future problems on their own. Dashboard Interactive ensured that the site’s code was clean and provided direction so that the customer could move forward.

The Problem: Inexperience Puts Company at Risk

The client company offers excellent software and service to its customers. But when it came to their own website, there was much room for improvement. They worked with a design firm and a website developer, who had little website cybersecurity knowledge. The developer copied and pasted open source code from GitHub, providing an opening for hackers. If it’s open source code, a knowledgeable hacker can find, use, and potentially exploit it.

Other problems with their website, listed below, were an opening for a breach.

• Outdated PHP
• Outdated server configuration
• Modules required by the web platform that are not in use or updated
• Lack of manual monitoring
• Unsecured open port on the Server
• Server was out of date
• Poor website hosting
• Hosting subdomain on a completely separate server and hosting system than the domain. This opened another door, which created another server connection that could be compromised.

And of course, the hack occurred.

Hackers accessed the site using a remote server on a mobile Apple device. The result was a mess that cost the company many sleepless nights, as their customers may have been exposed as well.

The Solution: Extensive Website Cleanup, Security Review, and Training

Dashboard Interactive’s cybersecurity expert recommend several steps to rectify the situation. First, we identified the intrusions and then completed a thorough cleanup of the compromised code on the site. We then rebuilt the website database, making sure it used the most current security protocols possible.

Lastly, we provided extensive consulting services for key members of the IT department. This ensured that they were knowledgeable about the issues that lead to the breach, and also helped them learn what to look for in the future.

Between the clean code, refreshed website, and consulting help, the Cloud-Based Software Company was well on their way to a secure, safe website.

Summary

Think your business is immune to a cyber attack? Hackers attack a business every 39 seconds. Among those companies attacked, 43 percent of attacks target small businesses.

Outdated plugins and codes are a signal to potential hackers that your site is vulnerable. It’s like leaving your car doors unlocked or sharing that you just bought an expensive stereo system for your house – you’re advertising your vulnerabilities. Close the gaps, protect your business, and make sure that the security protecting your website is strong.

Let’s talk about website cybersecurity. Call us today at 763-242-2454.