Thanks!
Do you have any other examples where you've seen companies take the negative and turn it into a positive?
Would love to hear them
Do you have any other examples where you've seen companies take the negative and turn it into a positive?
Would love to hear them
I used to joke with my co-founder that we should intentionally add a small bug for all new users so that we could "fix it" immediately after they reported it. We obviously didn't actually do that because it's incredibly shady, but I think it would end up resulting in happier customers in the long run.
Exactly the point I was making.
Same applies to a service contract.
If you offer a service contract for a price and the customer never has a problem they are less likely to renew the contract.
I've noticed that the home warranty people cheerfully and quickly take care of any claims so to motivate you to renew your contract for the next year.
We have two Android apps and we get our share of 1-star drive-bys. Usually less than 5% of those actually follow up with a feedback.
We answer EVERY user feedback including international users. I have Google Translate permanently open as a tab and reply in both English and their language.
Our responses have done three things for us:
- It's converted almost every 1-star we've received into a 5-star
- Our users praise us with lots of 5-star ratings just for our customer service
- We get far fewer impulse 1-stars. They read the comments and see that we really do follow up and fix things so they try that first.
I've also handled many very angry emails. With those I take time to explain fully what's going on as passively and politely as I can. Every one of those has turned around positively.
Finally, we don't like to say stuff like "Really sorry that you had to experience that". These days that sounds like the insincere spin we hear from big companies. We just get to the point and use a happy emoticon. I only apologize if it fits the mood.
The problem wasn't even major and the car was functioning.