#m25movers #CaseStudy
The curious case of online reviews for small business
To us, nothing says ‘Thank you’ louder than a five stars review. Even four is still good. Although statistically, only 3% of our satisfied clients leave us a review (i know, right?) matter of fact, we get six times that number in personal thank you emails.
The importance of reviews for a business like ours
We’re human just like you, and like our work to be appreciated.
Nothing says ‘thank you’ louder than a 5-star review, and 4-stars isn’t so bad either.
What makes us sad is only 3% of our satisfied clients leave us a review. But nearer a fifth put a smile back on our faces by sending a personal thank you email.
It’s funny but that 3% keeps cropping up. When we crunch the numbers, only 3% of our clients are unhappy with our service enough to make a claim. That compares very favourably with the industry average of 17%. Unfortunately, almost all of that 3% will take it upon themselves to post a negative review.
We know that it’s human nature, so we’re cool with it of course and aren’t complaining – just a bit irked.
We like to think we’re 100% efficient and take the utmost care with all the property we move.
One dissatisfied client gave us a 1-star review, claiming we were the worst moving company in the world because – now get this – a butterfly wing, inside a special case, which we hadn’t packed was bent. Apparently, this was the only blemish in the move of a six-bedroom home involving five tons of household goods where everything was packed, wrapped, transported, and then unpacked.
In our opinion, this review was unfair and disproportionate.
Bad reviews can destroy a business while fair and accurate reviews make it stronger and contribute to a tremendous company-client relationship
As a company, we know we have to fight to get over the preconceptions about our industry.
Moving companies are often chosen on price rather than the quality of work, and since M25 Movers was established, we’ve tried our utmost to show clients don’t have to give up on quality and still get the job done at an affordable price.
We also know that not every day is a good day for clients and ourselves. No matter what, we’ll show up to your move and get the job done with a smile on our faces. Our teams might be tired, overworked and generally irritated but we’ll still approach every job with the professionalism the client expects.
If you’re happy with our service, a positive review is a kind way of saying ‘thanks, guys!’
If you’re unhappy with our service, a fair and balanced review is always appreciated and welcomed.
Moving companies are often chosen on price rather than the quality of work, and since M25 Movers was established, we’ve tried our utmost to show clients don’t have to give up on quality and still get the job done at an affordable price.
Target
To build a strong relation with our clients
Half way
Not too shabby
results
We got so many 5 stars that Reviewcentre.com blocked us
countdown
- Provide useful, constructive feedback
- Be detailed, specific, and honest
- Talk about a range of elements, including customer service
- Keep it civil and friendly
- Feel free to update your review if needed
problem identify
Challenge
In times where Pret A Manger get shit for their tuna sandwich and Shakespeare is boring, what can the rest of us do?
Pret A Manger
Shakespeare
01
Sale the right service
02
Plan the Day
results
Piglet: Pooh, how do you spell ‘Love’
Pooh: You don’t spell it, you feel it
1.5 %
The tiny percentage of consumers that write reviews. What if you party to part of the 98.5%?
78 %
of all 1 star reviews are written to rate ‘stressful’, not pleasurable services. Moving, car garage services..not Amazon or luxury Apple purchases.
Solution
Solution
Our experiences changes depending on our mental state, the type of consumption (tangible Vs. intangible) and the people around us.
So what do you say? another nice 5 stars to our collection?
03
Maintain control of service level
04
Be Kind. Always
Final Step
-
Filter out the most extreme perspectives
People are much more likely to write reviews if they, how shall I say it, ‘passionate’ about the service. -
Read 3/4-star reviews first
They tend to be more balanced, detailed and honest. -
Ask yourself: “Is this person like me? Do we care for the same things?
Some like a lot of mayo on their burger 🙂
