Surely you have heard about the controversial discussions about this. Reviews are important to judge the good from the bad eggs. But today I would like to tell you about posting Google Reviews and Facebook Comments in the heat of the moment.
Running an honest and customer-oriented business and keeping everyone happy can be challenging. Even when you strive to do everything right, sometimes mistakes happen. Going public with this even before every effort is made to correct it, is unfair on the service prodiver.
Here is a real story
An honest mistake that turned into something bigger:
We received a call for a house cleaning, set the date and went to the address. The owner wasn't present so our technician softwashed the whole house as booked and send her the invoice, which she paid right away.
All seemed well until the owner came home and realized, that we had softwashed the wrong house - the house she wanted to be softwashed was right behind the one we worked on: Same address.
The owner had planned to paint the outside of her house and was under time-pressure and therefore understandably upset. Our technicians were bumped out, too: they had just cleaned a whole house for free!
The customer, in her anger, immediately went online and posted a really bad review about us.
I called her right away to fix the problem but she was still steaming. I decided to have a heart-to-heart talk with her and - together with my technicicans - drove by her house. It took a lot but she eventually let us clean her house and we cleaned all the windows for free, to make up the damage. In the end she was super happy with the result and wrote, on my request, a genuine positive feedback.
However, the original bad feedback is still showing as a first review in Facebook. Once its out there, it is hard to get it removed. For a small business like ours, it has unpleasant consequences.
Luckily we have a ton of positive feedback, which is what we focus on.
Here it is, straight from the horse's mouth:
OUR GENUINE CUSTOMER FEEDBACK
So, why am I telling you this?
Most of our customers understand this. I am a small business owner and depend on good customer relationships. This is important to me on a personal level. So, if ever the situation arises, I would like to encourage you to please let me know. You can call me any time on my cell: (727) 565-8722. I am always there for you, listening with an open mind and willing to handle any problem.
That way you help us to improve and continue our courteous service, which "keeps us alive and kicking" ;-)
Thank you very much for your business!
- Owner -
Office: (813) 991-7243
Cell: (727) 565-8722
We offer quality pressure washing in Clearwater and the Tampa Bay area at affordable prices. Fully licensed and insured.
Some of the Roofs that we cleaned in the Tampa Bay Area:
DPI Pressure Washing has been working with many home owners, property managers, city representatives, schools, churches etc. throughout the Tampa Bay area for years now. We are known to be able to handle any size of job.
Please read our customer testimonials for reference.
Title image: ivelin radkov / bigstockphoto.com
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Ella May + Luna Marie + Amelie Rose Munoz:
We like to help our Dad to promote his pressure washing and window cleaning business in Clearwater and Tampa Bay. Hope you enjoy this blog ;-).
Charlotta Munoz + kids