Opportunity is missed by most people because it is dressed in overalls and looks like work. - Thomas Edison
The only problem with an obviously non personal response, is it seems like an automatically generated response, implying that there is such a need to apologize, the process has been automated. However, if it clearly states the best way to resolve issues, it can show folks that you are committed to customer satisfaction
Why would you respond publicly to this. Your goal with any bad review is to get that review removed. If this was my customer and they put a review like this up I would reprint the whole order, give them all their money back even the money they paid for the shipping, if they take the review down. I would also apologize for my staff and the way they handled this. I don't care if you were 100 percent right, I don't care if the customer is trying to pull something over one you. Its not worth it. That review will loose you more business then what giving away this job cost, times 100.
Quote from: Screened Gear on April 22, 2015, 01:31:27 PMWhy would you respond publicly to this. Your goal with any bad review is to get that review removed. If this was my customer and they put a review like this up I would reprint the whole order, give them all their money back even the money they paid for the shipping, if they take the review down. I would also apologize for my staff and the way they handled this. I don't care if you were 100 percent right, I don't care if the customer is trying to pull something over one you. Its not worth it. That review will loose you more business then what giving away this job cost, times 100.Dang Screengear, I like to talk with you one day, you seem to be a very nice guy when dealing with customers, either you run a top notch shop with all happy customers or your giving away profit when confronted by a slick custy. Just about every post like this one you say give in and customer is always right....I need to know what you know cuz if we are in the right it's just to hard for me to give in.darryl