Negative Feedback Case Study Revise

Handling Negative Feedback in Business Communications

Yvette Price is the CEO and owner of YP Group, LLC. Business Communicator’s 2.0 has been asked to come in and to help in implementing a means to deal with the negative comments generated from their clients by their own customers or disgruntled employees of these companies.

YP Group, LLC is an HR Consulting firm that offers small businesses services to develop by customizing management and development programs that fit their organizational needs and challenges. Each of the small businesses is linked with YP Group, LLC as a vendor for their HR services but each has their own individual website that offers a means for customer information and feedback. The feedback offered is communicated through individual company websites and there has been an outpouring of negative comments directed towards YP Group, LLC and some individual businesses based on some of the changes and programs implemented by YP Group.

Each of these small businesses enlisted the services of YP Group because of their lack of knowledge and need for a complete Human Resources Department. Not being fully knowledgeable of employment laws and practices made YP Group a great candidate for implementing programs to engage employees and managers by exposing them to current leadership, management and coaching practices. In developing these programs it became apparent that there was a need to revamp hiring processes, employee personnel files, job descriptions and employee assessments.

While these businesses may have been in affect for some years it is imperative to their success that they develop and maintain practices for the benefit of increasing their profits and success. Marvin’s Garden’s is a floral & catering service that has expanded its business over the metro Detroit area and has a big clientele that include several City Government agencies and two local car dealerships. WE R ITS which is a freelance computer firm specializing in creative computer services for businesses and offers contracting for ITS services to small businesses that don’t have a computer service department.

The problem is that the businesses have failed to effectively complete and conform to some of the rules and practices for employment law and as YP Group has developed and implemented its plan for action in creating and maintaining proper HR services some employees have been terminated based on falsification of records that reflect false credentials and a plan for employee assessment has made it impossible to keep employees who have failed to function according to the specifications and basic functions of their job descriptons.

Some of the employees have gone onto the websites of these two businesses and have put negative comments on the site based on accusations made that have to deal with their terminations. The employees had put in several years of employment with the companies but some functioning under false pretense although getting their job done. The employee’s who lacked proper credentials were a threat to the businesses and had potential for lawsuits. YP Group, LLC is directly linked to these companies as a contractor and each lists YP Group LLC as the company handling their HR services.How would Business communicator’s 2.0 help YP Group in dealing with the negative feedback that these individuals post on the business websites? Does BC 2.0 use a means to address the feedback directly? Does BC 2.0 find a way to filter the negative comment as a means to hide some company issues that may not be for public information?