……….. unless you have something to be afraid of.
A customer review system is the single most important way to improve any business. We love to know when we have fulfilled an order in such a way that the customer wants to tell the world. Be it good or bad. We have two separate independent review portals that give us a good barometer of what kind of shopping experience our customers had. On one, our satisfaction rating is 4.6 out of 5 ,and the other it is 4.8 out of 5. I will not be happy until they are both 5 out of 5.
I do not have time to respond to each and every one of them, but I do respond to negative feedback. Not to make excuses, but to make the customer believe we appreciate the feedback and to promise we will do better. We have kept those promises. Since our last negative feedback we have raised those scores from 4.3 out 5 and 4.5 out of 5 respectively. I am proud of my crew that is in charge of maintaining our customer relations. They are Monica Cunningham, LeAnda Seay, Shirin Rana, and Tammy Anderson.
Improving those scores was not just a simple matter of delivering the order on time. It involves staying in touch with the customer all thru the order process. Let them know if there will be any delays, what day to expect the delivery, and make them aware of what to expect and what to do in case there is a problem. One customer gave us a 4 out of 5 for one simple correctable reason. She got the order a day early than she anticipated, she saved a lot of money, the product was beautiful in her home, so what was the reason? We failed to notify her that the order was shipped and it caught her not prepared to receive the order. We acknowledged our shortcomings and promised to do better. She has since placed another order and this time we received a 5 out of 5 from her.
We are not a perfect company. Our team is made up of human beings, computers, and third party vendors and transportation companies. We do our best to keep orders from falling thru the cracks. But when one does, we try to identify the crack and seal it.
Sometimes it hurts the bottom line to do what is right. but as a service company, if we or any other company are not prepared or willing to service a customer’s needs, there will soon not be any customers to service.