I've received negative feedback!
As a services business, you’ll find that your customers have opinions about the services that you offer. Some good, some bad.
At Service Central, a huge reason why people continue to come back to Service Central again and again is that they can always read feedback posted about our providers on the website. This feedback is loaded by other people just like them, and reports what their experience was.
Service Central never interferes in this feedback, and cannot remove it under any circumstances. Service Central improved the Feedback System in April 2010 to ensure that only people who you actually do work for can give you a star rating, but all customers can leave comments and remind you to follow up on a call or quote.
A high star rating is important because not only does it convince your customers to use your services, but it also influences your position in the Service Central directory.
However, if you have received good or bad feedback and would like to respond, you can do one or all of the following things:
- Use the Service Central system to post your reply to their comments. This is your ‘right of reply’ that allows you to put the other side of the story onto your web profile if you like.
- Contact your customer directly to discuss their feedback. You might want further information on how you could improve your service, or apologise for not getting back to them, or even just to thank them personally for the recommendation.
A great way to diminish the impact of negative feedback is to balance it with lots of positive feedback. You can remind your customers to load feedback using the Service Central system.
Remember that feedback (even negative feedback) is always good – it helps your business grow and develop.
