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Posts Tagged ‘Common Questions Answered’

How to Handle Bad Reviews on Facebook

How to Handle Bad Reviews on Facebook

Peer-to-Peer Trust

Trust for most people is built and maintained via online interactions with their peers. For some people, this may seem inaccurate, but with the rise of “fake news,” big media is losing the trust of its users. 

To compensate for this loss of trust in big media, users are turning to each other. Peer to peer influence is highly trusted. That’s where reviews come in. Users leave first-hand reviews online rating your business with 1-5 stars to show their friends and followers which businesses are trustworthy.

As trust in big media goes down, peer to peer influence is going up. Way up! #smm Click To Tweet

Reviews Impact Peer Trust

If you have a business page on Facebook, you know all about reviews. These reviews may seem trivial to some, but they can play a large part in the reputation of your business online and offline.

If someone rates your business poorly, even without a genuine reason, their peers will see and trust that review. If your brother, best friend, sister-in-law, or even cousin left a poor review of a restaurant saying the waiter was rude, would you go to that restaurant or keep your distance?

Probably keep your distance. You have no proof other than the word of your peer that the waiter was rude, but that 1-star review was enough to influence your decision. The same applies to your customers.

If one of your customers has a bad experience or perceives they had a bad experience, they may be inclined to let their peers know. That one bad review could make a sizeable difference to small businesses.

Perception is the key to responding correctly to a bad review. The important thing to remember is that the customer believes they had a bad experience. No matter what you think or perceive, it’s about their peer-to-peer influence. The customer may not always be right, but that is a conversation for Step 3. 

Receiving a Bad Review

When you receive a bad review, a lot of things may go through your mind. “Who even is this person?” “Who do they think they are?” “That’s not true!” Let your mind go through these thoughts. It’s ok to feel a little angry. This business is your baby and your livelihood. Then, put your anger or disappointment aside and follow these steps.

Step 1: Read Carefully

Reread the review carefully. Did they provide any specific details about their experience? Date? Time? People involved? Location? A specific product or menu item? All of this information is necessary for approaching the second step. Write it all down in a logical way and fill in as many blanks as possible.

Step 2: Verify

With the details you gathered from step 1, it’s time to verify the claims made in the bad review. Start by verifying that this was an actual customer. This may seem like a basic thing to do, but you’ll be amazed how many poor reviews come from people who may have your business confused with another.

After verifying that they were, in fact, a real customer, attempt to verify their claims. Ask the parties involved their side of the story. Don’t point fingers quite yet.

Just verify the information and try to find the true story. Remember, there are 3 sides to every story. He said, she said, and the truth.  

Step 3: Respond

Perhaps the hardest, but most important, part of the process is responding. There are 3 types of people who leave reviews.

Type 1: People who simply want to be heard. They needed to blow off their steam. They feel better after it’s over.

Type 2: People who want to let their friends know about a bad experienced and gain sympathy. Those too will blow over.

Type 3: People itching for a fight. These reviewers want to get under your skin and irritate you. They don’t want resolution. They want you to slip up and land in a lawsuit.

Respond to these three types of people in the EXACT SAME WAY.

No matter what type of reviewer you are dealing with, you should respond to them the same way. Calm, polite, sympathetic, and neutral. Avoid getting angry, pointing your finger, or making any rash decisions.

The best way to handle any bad review is to use this method:

You want to make the reviewer feel heard and give them the opportunity to speak with someone about their experience OUT OF THE PUBLIC EYE.

Getting the conversation out of the public eye should be your primary goal. The more people see of this argument, the better for you and your reputation.

Use their name.

Start by addressing them by name. This will curtail any comments that you are using a canned response. Use language like “Hey @Rose McDonald” or simply “@Rose.” Make sure the name actually tags.

If you don’t see the appropriate profile to tag, just include their name without the tag. Using their name makes the conversation feel more private despite the public nature of the comments section.

Make them feel heard.

Next, focus on making them feel heard. Use language like “I’m sorry to hear about your experience.” Or “I understand your frustration.” Language like that allows them to feel heard, without placing the blame on your company.

Take it offline.

Next, steer the conversation offline. Provide them a number and a name to contact to speak more in detail about their experience. Use language like “We’d like to hear more, so we can improve. Call 302-645-7177 and ask for Frank (or dial ext. 375). He’ll be more than happy to discuss your experience.” Or “We need more information to determine the appropriate next steps. Can you private message us a good time to talk?”

For types 1 and 2, this is enough. They feel heard, appreciated, and validated. You didn’t ignore them. That’s enough. They may call or private message, but more than likely types 1 and 2 will simply thank you for listening and move on.

If they do choose to discuss their experience more, maintain polite and neutral. They may even change their review to include information about their customer service experience.

Type 3 is different. Type 3 may try to argue back in the comments. DO NOT RESPOND. Type 3 just wants to argue. You’ve done your job. You heard them and provided them the appropriate avenue for continuing the discussion.

Responding will only make you look out of control or angry. If you must respond again, provide them a different way to contact you. Use language like “I can see you’re still very upset about this experience. I completely understand. If you would prefer, you can email to discuss your experience with our customer service.”

Don’t invite them to your location in the comments. They may still be very angry, and they will come in very confrontational. You can arrange a face-to-face meeting over the phone at a specific time and location.

Step 4: Follow Up

Types 1 and 2 may respond via the comments to let the world know how their customer service experience was. Give this more attention by reacting to it with a like, or even commenting again.

Remain neutral and calm again. Don’t bring up the previous spat. Use language like “Thank you for your honest feedback.” Or “Thank you for helping resolve this matter.”

Or even simply say “We are happy you had a positive experience with our customer service.” You can use Step 4 language to respond to other reviews too.

Step 5: Get a Goober

Need help managing your Facebook Business page? Not sure how to respond to negative reviews? Or need help setting up your Facebook page? Get a Goober!

Techno Goober is more than happy to help manage your Facebook page. We have experience with posting regularly, creating and managing ads, and building your online presence.

Call 302-645-7177 to discuss social media management services. You can also email us at for more information. Don’t forget to leave us a review if you had a good experience!

Case Study: The False Friend

Techno Goober once received a barrage of poor reviews from complete strangers. We never did any business with them. Their reviews were vague but harsh.

We worked to verify their claims, only to find exactly what we suspected. They weren’t disgruntled clients at all. They were the friends of an old employee, and they sought to take advantage of peer-to-peer trust by leaving false bad reviews. Rather than get angry at the false claims, we responded to their comments calmly and straightforward.

We explained that we had no record of their business with our company, but we were happy to discuss their experience. We provided a number for them to call to provide more details about their poor experience and we would be happy to verify their identity.

That was enough to scare most of them off. They either deleted the reviews or changed their review to an equally vague 5-star review. We changed our comments too. 

false friend review

Why You Should be Wary of Public Wi-Fi

Beware public Wi-FI

Traveling for business is required for many jobs. Working while traveling for pleasure is often a necessary evil for many small business owners as well. To protect you and your devices while you’re working on the go, you should understand the dangers of public Wi-Fi.

What is Public Wi-Fi?

Public Wi-Fi is any wireless network that can be accessed in a public place. This includes wireless internet at the airport, hotel, train station, library, coffee shop, and more. There is accessible wireless internet nearly everywhere you go. Some wireless service providers even offer Wi-Fi connectivity on major highways.

It may seem relatively harmless or even safe to connect to the wireless network at your hotel or local library. But there could be dangers lurking around every corner on these strange wireless connections. Dangers that you might not even notice or have any power against.

Public Wi-Fi may seem harmless, but there are dangers lurking around every corner on these strange wireless connections. Dangers that you might not even notice or have any power against. Learn how to protect yourself. #wifi Click To Tweet

Dangers of Public Wi-Fi

On public Wi-Fi, your device is unprotected from any number of dangerous viruses, malware, or other virtual attacks. Like having unprotected sex, using an unprotected public network could have very real consequences.

You may think that you are safe in your hotel or local coffee shop, but the dangers of public Wi-Fi are everywhere. The important thing to remember is that the danger doesn’t always come from the person who sets up the network, but it comes from a malicious person who is or was connected to the same network.

That’s right, it’s very likely that the manager of your favorite coffee shop has no idea that their Wi-Fi has been compromised.

But It’s Password Protected!

You might think that password protected public Wi-Fi is safe, but you’d be wrong. Your local café might think they are doing you a favor by requiring a password to access their network, but requiring a password still doesn’t mean the Wi-Fi is safe.

A password does not equal security. There are other security features that must be in place in order for the Wi-Fi to be considered secure. The most important security feature for a public network is encryption.

Encryption ensures that the data your device communicates via the Wi-Fi is safe from hackers. It requires a specific key or code to understand the data your device is relaying to the server. Hackers don’t have access to that key with encrypted networks.

If the wireless network was set up by an IT professional like a Techno Goober technician, then the network may have encryption enabled on the network. However, there is no guarantee that the public Wi-Fi you connect to has the required to security to protect you or your devices from dangerous cyber-attacks.

Types of Public Wi-Fi Threats

There are a number of types of public Wi-Fi dangers. They range in function and purpose. To protect yourself and your devices, you should understand the various types of threats and their goal. The most common Public Wi-Fi threats are:

  • Man-in-the-Middle,
  • Snooping and sniffing,
  • Malware distribution,
  • And Fake hotspots.

Man-in-the-Middle Attacks

Man-in-the-Middle attacks are similar to your childhood game. The goal of this attack is to intercept and read data that your device is communicating with other servers, websites, or devices. Like eavesdropping, this attack may or may not actually harm your device, but it may harm you in other ways.

Snooping & Sniffing

Much like what you would expect, this type of threat is like a virus snooping through your data. Hackers will spy on what you are doing online including any webpage you visit, the credentials you use to log in and more.

Snoopers often attempt to learn your personal information or financial information. The hacker may then use this information to steal your identity or hijack your accounts.

Malware Distribution

Probably the most commonly known threat of using public Wi-Fi is malware. Using an unsecured wireless network may result in accidentally or unknowingly acquiring a virus or other form of malware on your device. This malware will then cause chaos on your device.

This type of threat includes highly dangerous Ransomware attacks where hackers hijack your device and steal your files. The hacker then charges you a fee or ransom to regain control of your files and device.

Fake Hotspots or Rogue Access Points

These fake wireless access points are designed to lure you into a sense of security before stealing your data and information. The Wi-Fi network may appear legitimate, but as soon as you connect, your device will be in danger.

It may be difficult to spot a malicious wireless network. The fake network may be named something very similar to the real network you expect to connect to. This type of attack only succeeds by being relatively hard to pinpoint.

For example, you may expect to connect to a wireless network at your local library. You believe you are connecting to Local Library Public Wi-Fi, but you actually select Local Library Free Wi-Fi or even Local Library Public WiFi.

This small difference could be impossible to catch. This small mistake could have unforeseeable consequences for your financial and personal information.

How do You Stay Safe on Public Wi-FI?

Use these tips to ensure that you are smart about connecting to Public Wi-Fi.


  • Allow your device to “auto-connect” to Public wireless networks.
  • Log into your financial or health care accounts while using Public Wi-Fi.
  • Enter sensitive information including your name, email, or password into websites without HTTPS security. Read more about SSL security.
  • Leave your Wi-Fi or Bluetooth on while you aren’t using them.
  • Use a wireless network that isn’t password protected. (Be wary of some password protected networks too. See above.)


  • Disable file sharing when you’re not using it (including Apple AirDrop).
  • Only visit sites with HTTPS security.
  • Log out of accounts when you are finished using them.
  • Ask Techno Goober how you can protect your information with VPN.

Virtual Private Network

The best way to be sure that you, your information, and your devices are safe while using Public Wi-Fi is by using a virtual private network (VPN). To learn more about how to use VPN when using Public Wi-Fi, contact our Tech Goobers. We can assist with setting up your VPN connection.

Contact Techno Goober

To protect yourself and your devices, use caution when connecting to Public wireless while traveling for work or pleasure. If you have any questions about setting up VPN on your device, don’t hesitate to contact Techno Goober for more information.

If you think your device may have acquired a virus while connected to an unsecured wireless network, call Techno Goober right away. Our expert techs can assist you with removing any unwanted malware from your computer to keep it running fast.

Don’t forget to ask about our Virus Protection software. Get your business’s Public Wi-Fi setup by a professional to protect your patrons from malware.

Slow Internet Connection Driving You Crazy?

high speed internet

Today, the internet is considered a necessity. Nearly everything we do has ties to the World Wide Web. Downloading, streaming, and browsing are everyday activities. Whether you use the internet for work, pleasure, or something in-between, a slow internet connection can disrupt your entire day.

Don’t let a slow connection drive you crazy. Learn how to test your connection and determine exactly what the problem is. Can’t find a solution? Trust our Tech Experts to get the job done fast.

Unfortunately, a number of things can cause a slow connection. It could be your Wi-Fi router, it could be your service provider, it could be your machine, and it could be the websites you are trying to access. To determine exactly what might be causing your problem, try the following steps.

Don't let a slow internet connection drive you crazy. Learn how to troubleshoot the problem and find solutions fast. #goobertips Click To Tweet

Phrases We Fear in Web Development

Don't tap on glass. You will scare the programmers.

There are a number of phrases we dread hearing from a client. Whenever we hear them, bad things happen. As a client, your goal is to get the best service and receive the best product. To avoid unleashing the wrath of our web developers and designers, do your best to avoid these phrases.

Don't become the client from hell. Avoid these Web Development Faux Pas when working with a web agency. #goobertips Click To Tweet

How We Stay Organized

Get organized with Slack and Dropbox like the Goobers

At any given time, the web development team is juggling twenty or thirty projects at a time. Our tech team is often taking care ten clients a day.

In a busy business like Techno Goober, we find that sometimes it can be difficult to keep up to date on all of our projects. In order to stay up to date, we utilize a number of systems to keep organized like Slack and Dropbox.

Stay organized and keep up to date on your projects with @SlackHQ and @Dropbox. #goobertips Click To Tweet

What the Fudge is going on with Net Neutrality?

Techno Goober supports Net Neutrality Protections

Net Neutrality has been in the news recently, but in our business, we find that a lot of people don’t truly understand what is going on. Let us break it down for you.

What is Net Neutrality?

Net Neutrality is the principle that the internet should be free and unimpeded. This ensures that freedom of speech is maintained. This seems a little scary, so let’s break it down a little further.

Net Neutrality is the principle that the internet should be free and unimpeded. This ensures that freedom of speech is maintained. Fight for #NetNeutrality! Click To Tweet

How long does it take to create a website?

web development

The short answer is 3-4 months.

The long answer is… as long as it takes.

Why does it take so long?

Web development takes a lot of work. Our projects run anywhere from 30 hours to 60 hours of work or more. That may not seem like three months of work, but we can’t do it all at once. This is a marathon, not a sprint.

How long does it take to create a website? Long answer: as long as it takes. #webdesign #web #goobertips Click To Tweet

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Give us a call, we don’t bite! 302.645.7177