Customer Service by Reviews
Jane Riley, Head of Residential Property Team at Kerseys Solicitors in Ipswich explains that customer service is vital for the growth of a business.
Many of us now rely on reviews on websites to help us decide what we purchase or whose services we use.
But can you rely on those reviews?
Google and Trip Advisor have both been criticised for not filtering out fake reviews.
We are all aware now of the perils of a bad Google review, and needing to regularly monitor Google for fear of possible ambushing by competitors or an aggrieved customer.
External review platforms such as Trustpilot founded in 2007 (the same year as Apple iPhone was launched) place great store on their transparency with companies being unable to delete or amend bad reviews.
Customers need to see the bad as well as the good. Simply posting well-chosen testimonials on your website is not enough as customers become more sceptical.
We should not be embarrassed about asking our clients for feedback as even negative comments can help improve what we do as a business.
How to benefit from reviews
Kerseys are always looking at ways to improve its services to ensure that we continue to deliver the firm’s standing whilst challenging ourselves to constantly improve and encourage every business to do the same, transparency and communication is key to success!
Ask your clients, take their feedback on board and discuss feedback with your colleagues and continue to review these moving forward. Whilst there may be some elements of feedback from your clients that you cannot change but do not let the feedback slide away in a dark cabinet.
Always look back and review again, the future may deliver further opportunities for you to implement alternative measures as your industry or office changes.
Kerseys Recent Reviews
Kerseys Solicitors LLP were recently voted as best in Suffolk for Residential Conveyancing at The ESTAS Customer Service Awards 2019 based entirely on feedback from clients via the ESTAS customer feedback platform, Jane was delighted to receive these awards on behalf of the firm, from Phil Spencer in October.