Thoughts for today are about our reviews on Trustpilot. These are very important for our business reputation and we are so grateful to have had such an amazing response from our customers. We are very grateful to you all! Although in business for many years we have only recently joined. The response really has been quite overwhelming. Such lovely comments have been made and we have been very lucky that everyone has embraced the opportunity to share their experience and not be too fed up at the invitation to leave a review. We all seem to be bombarded with digital requests for this and that these days. It can be irritating to say the least. This just makes us even more grateful for the response we have received. Obviously now and again no matter how hard you try not everyone is content with the service provided. I had a recent experience of such a person. Understandably his makes me unhappy. I decided to deal with it on our blog as I have noticed from reading other companies reviews, that there may be some confusion about how honest reviews are. This serves as a good example. Unfortunately it is a negative review that I am referring to. I don't think companies like to receive them…. I know companies don't like to receive them. I actually can't believe that people like to leave them. It isn't a pleasant situation at all. However, we have received one recently. I don't object to criticism. Everyone has their point of view and it can be very useful to let you know where you have failed in order to improve. Obviously we always aim to do our best but we are always open to learning. If at all possible! But. Yes a ‘but’. A customer posted comments on our Trustpilot that were simply untrue. This was so upsetting. OUr company and every individual here tries hard to be kind. Fair minded. Helpful. Accommodating. Friendly. Polite. Positive. I sincerely hope that people realise this when they contact us. I do believe people understand this is our ethos and that's why we have such nice customers and reviews. Nevertheless it is hurtful to have even one person that leaves such a poor review of their experience. But when you know it is simply not how things happened it is really quite unpleasant. Maybe I shouldn't be thinking aloud on the company blog but it does enable me to show people that the reviews are as people write them. We cannot change them. We cannot retract them. We cannot cherry pick. All reviews left are there for everyone to read, the good and the bad. So for those people that think that companies are able to hide any unfavourable comments, we can't. I admit I did try to have this negative review withdrawn. It wasn't deemed personal enough to be classed as removable no matter how much I advocated our case. So it remains on Trustpilot. Not everything is perfect but we do continue to strive to be better. Have a lovely day everyone. |
