Are you one of the 96% of unhappy customers who don’t complain?
Or, sadly for the business, one of the 91% who won’t deal with that business again?
We are all in the market for garden buildings which can improve our lives and add enjoyment to our ‘day to day’ experience so we need to be sure of whom we are dealing with. And the best way to do that is feedback from previous customers who can relay their experiences – good and bad. This is one of the benefits of the ‘cyber years’ where it’s reasonably easy to give feedback through several platforms which includes Facebook, Twitter as well as many recognised feedback companies such as Trustpilot, Feefo, Google Feedback etc.
There are many feedback companies and some are more to be trusted than others. Some businesses have their own feedback pages and you need to ‘read between the lines’ as sometimes many feedback reports are false and are generated by the business itself. These can stand out where there are short complimentary statements such as ‘great service’ nice business’ highly recommended’. It’s normal that some people will use short feedback like that but you will find the majority will elaborate their statement and experience which is far more useful to you.
Even with feedback companies, there are differences. Some allow any feedback without checking it’s genuine and which can make it suspect and is of little help to you. The best ones are where the customer’s feedback has to be confirmed as being a genuine customer before any feedback is allowed. It’s also very important than any feedback can NOT be altered after being posted. Some feedback companies do allow this which, in my view, is wrong. The best feedback companies allow for responses from the business as well as the customer. This is the best system and it allows you, as a customer, to see the full picture. A single good or bad comment can sometimes only give you half the story
Facebook, Twitter Etc
These are very good avenues to explore if you have a bad experience and the business is not taking any notice of you. By posting to either you will normally find a very quick response. This is because businesses like to keep a lid on bad feedback and are very keen to squash any bad comments ASAP. These avenues can spread virally if left unchecked and are very powerful.
Why Should You Give Good Feedback.
Nowadays with the likes of Amazon, eBay and large companies trying to take all the business and squeezing small family firms it is increasingly hard for them to survive. But small family firms, such as 1st Choice Leisure Buildings, can excel with customer service and remember that the customer is king or should be. Large firms try to offer good service but by the size of their organisation can find it hard to follow through all the time.
By sharing your experience on INDEPENDENT feedback sites you can help the smaller family businesses survive and prosper despite the giants on the Internet. You will also help other customers by sharing your experiences and help them to benefit from your experience.
Why You Should Give Negative Feedback.
All caring businesses value negative feedback greatly. Although it can be disappointing to be told you have not lived up to your promise businesses will gain more by being told where their failings are. It enables them to address where they are going wrong and to ‘beef up’ their procedures to prevent them from happening again.
Again it’s important how businesses deal with negative feedback and this can tell you a lot about the business. Are most of the negative feedback reports dealt with a generic response such as ‘Thank you for your comments. I’m sorry we have let you down and will look at our procedures for the future’ Cynically that normally means – go away. By engaging with the customer, understanding the problem and dealing with it to the customer’s satisfaction is the correct approach and which companies like 1st Choice try to do.
Always be very aware of any company feedback with a near perfect score. Again if there is no negative feedback again that is very unusual and should be treated with suspicion.
At 1st Choice, we realise it’s important to strive to get 100%, which is a near-impossible target, but if you don’t try you will never achieve anything near. Please take the time to provide feedback – good and bad – which will help you, us and other customers in the future.