Unaddressed issues frequently result in dissatisfied customers leaving negative reviews, whereas satisfied customers often don't share positive feedback unless prompted. Without proactive customer service to manage both aspects, your business's reputation may appear more negative than positive to potential customers, making it more challenging to attract leads and close sales. Here are some key tips to manage this aspect effectively.

You've got a disappointed fan who’s left a negative review. Their frustration could stem from a cancelled appointment, unexpected costs, poor communication, or dissatisfaction with the quality of the workmanship (sometimes the game doesn't go as planned).

In any case, aim to leave on a positive note. If the situation is minor, then a small gesture of goodwill is the right move, if it’s bigger, than a larger gesture of goodwill (within reason) might be the best solution. Small gestures could be like sending a gift, such as a bottle of wine and chocolates, or doing some minor touch-ups at the customer's property. For bigger issues, consider giving a discount on the job or handling more substantial remedial works.

Important To Note - Before you tackle these tasks, ensure the customer agrees to remove their review once everything is completed. Additionally, take notes from the experience and put strategies in place to prevent the same situation from happening again.

You've got a dedicated fan in your corner, cheering you for your work, praising your communication, loving your prices, and celebrating your exceptional punctuality. It's a big win on all fronts but have they left you a review?

If the answer is no, the next question is: did you ask for one? If you didn't, why not? Taking a moment to ask this can lead to them giving you solid backing, and with this support, new fans are more likely to choose you in comparison to the competition. But wait, what if you are asking for reviews? If the answer is yes and you're hitting 100%, then you're playing a great game. Though, if your conversion rate is lower, consider setting up automated review text messages and emails. This configuration creates an easy, streamlined path for your fans to leave their support, helping you stay ahead in the game.

Some Reviews Are Like
A No-Win Game

In the game of customer feedback, sometimes you face tough calls and can't always come out on top. If a disappointed fan leaves a negative review, and your attempts to make things right are met with silence or unreasonable demands—like asking for an excessive refund—it can feel like you've hit a wall. But don't just leave that red card on the field.

On review platforms like Trustpilot and Google, you can play defence by sharing your side of the story. Be straightforward in your response: if you've fumbled, own up and apologise. But if you think the customer’s expectations are over the line, point it out. This allows future fans to see both sides and make their own call.

However, we recommend taking this approach mainly with 1-star reviews. Don't overreact to 2, 3, or 4-star ratings, as your response may lead to the disgruntled reviewer downgrading their rating to a 1-star, which could drag down your overall score. Keep your cool and play smart.

Remember, negative reviews are like halftime feedback from the coach; they help you spot weaknesses in how you operate. Use this feedback to strengthen your processes to ensure that your business runs with minimal hassle.

Furthermore, consider treating your negative reviews like a post-game analysis. Set up a separate spreadsheet to record them all, even the ones that get removed. Sort them into different categories, like timekeeping, communication, workmanship, or tidiness. This way, you can identify the areas where you’re getting the most red cards and focus on improving those aspects first.

And finally, if you have a squad of employees around you, and the feedback coming in suggests that the fans are the issue, don’t just take this at face value. Instead, implement a "review the reviewer" strategy, where for every criticism you receive, you can evaluate the reviewer's profile (available on Google and Trustpilot) to determine if they're a habitual complainer, or whether you are the problem.

Aim For
A Big Review Score

Don't just settle for collecting a few reviews; shoot for at least 150 to kick things off, then keep adding more. This will demonstrate that your business is a seasoned professional that has served a wide range of customers.

Think of your average rating like a football team's performance: aim to stay in the sweet spot of 4.8 to 4.9, similar to a team that consistently scores goals but doesn't always keep a clean sheet. While it might be tempting to shoot for a perfect 5/5, it can come across as less genuine, especially to new fans (the UK crowd can be a tough one). Showing a few imperfections can actually add a touch of authenticity in most cases.

Published By
Darren Jones
MANAGING DIRECTOR
August 23, 2024
CUSTOMER SERVICE

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