{"id":3515,"date":"2019-07-20T16:43:39","date_gmt":"2019-07-20T16:43:39","guid":{"rendered":"https:\/\/www.bookingkoala.com\/blog\/?p=3515"},"modified":"2022-11-16T20:28:26","modified_gmt":"2022-11-16T20:28:26","slug":"how-to-handle-negative-feedback-and-reviews","status":"publish","type":"post","link":"https:\/\/www.bookingkoala.com\/blog\/how-to-handle-negative-feedback-and-reviews\/","title":{"rendered":"How To Handle Negative Feedback And Reviews"},"content":{"rendered":"

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Getting a negative review or feedback<\/a><\/span> is not a great feeling that\u2019s for certain. I am sure you have heard that \u2018the customer is always right\u2019, which is not entirely true, especially in the mobile car detailing industry. What we have gathered in the past is that customers may be unsatisfied with a service due to \u2018a failure to meet expectation\u2019 and sometimes these expectations can be unrealistic. More importantly, they are unaware of what detailing can and can\u2019t achieve.<\/span><\/p>\n

We found that by educating our customers on what can and can\u2019t be done, that we were able to alleviate some of the negative reviews. We understand that it can be quite tricky as customer standards and expectations can be subjective. In one instance, for our ceramic coating<\/a><\/span>, also known as car paint protection<\/a><\/span>, we show raw footage (videos and images) of vehicles with our ceramic coating on to give them an idea of what to expect; it’s always aligning expectations. Nonetheless, let\u2019s take a dive into this and reveal to you ways in which you could tackle these situations in a healthy manner.<\/span><\/p>\n

Firstly, don\u2019t panic and plan accordingly \u2013 always stay professional<\/span><\/strong><\/p>\n

Second of all, gather as much information as possible as this will allow you to articulate your response back to the customer effectively. So, find out what happened from the customer and Detailer, what was done and missed and so on. Find out both sides of the story and find the discrepancy.<\/span><\/p>\n

For example, we had a customer complain that the wheels were not shiny and were therefore under the impression that it was not done. In this case, our Detailer did clean the tyres but used non-silicone-based tyre shine as opposed to silicone based, which will make the tyres appear with a matte look vs shiny. The customer was not aware of there being such a differentiation between two products and withdrew their complaint. The same could be said about the dashboard and console, some customers prefer shiny over matte and vice versa, it comes down to personal preference. So sometimes, all it takes is a little educating.<\/span><\/p>\n

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Another similar scenario that is quite common is where a customer complains that there are still scratches on the vehicle and were not removed. Like the above, education<\/a><\/span> is crucial, and you need to understand that cars will always come in different conditions and what you apply to one may not work well for another. For example, if a car has been neglected and parked underneath the sun vs a car that has been parked in a garage all the time, then, of course, the outdoor car would be susceptible to contamination, fading and so on. So when it comes to buffing, it would take a lot more product and effort to treat a car that is older, driven excessively and parked outside in comparison to a newer car parked indoors.<\/span><\/p>\n

How to manage complaints?<\/span><\/strong><\/p>\n