When a customer isn't happy¶
This is the most valuable email Rapid Feedback sends you. It's your chance to make things right.
The alert¶
As soon as a customer chooses Poor or Very poor, we email you:
From: Elaine via Rapid Feedback
Subject: Elaine was not happy — October 2 kitchen drain repair
It shows the customer's name, the date, the job (if you typed one) and their rating. At that moment they haven't written anything yet, so it says "No written comments."
The details¶
If your customer then writes what happened, a second email follows:
Subject: Elaine added details — October 2 kitchen drain repair
It includes their words exactly as they wrote them.
What to do next¶
- Reply soon. Press Reply on either email. Your reply goes straight to your customer.
- Thank them for telling you. They chose to tell you first. That's a good sign.
- Own it. If something went wrong, say so plainly.
- Offer a fix. A return visit, a call, an adjustment. Whatever fits.
- Follow through. Do what you said.
A simple reply
"Hi Elaine, thank you for letting me know, and I'm sorry the first visit didn't go the way it should have. I'd like to make it right. Could I call you today? — Dana"
People don't expect perfection. They appreciate it when somebody owns a mistake and is willing to make it right.
Good to know
Your customer was also shown your Google review link, the same as every customer. Whether they use it is up to them. Reaching out quickly and kindly is the best thing you can do either way.