BUSINESS AND TRAINING 15 was a great experience into a not-so-great one , and just like that , he became the last thing I remember about our stay . Unfortunately , it ’ s always the last impression that most people recall about their service experiences . is trained to the same customer experience standards and always playing the same tune together . Unfortunately , sometimes a bad review is earned . PA
I came home and went through the hotel ’ s reviews , which , for the most part , were good . However , when I read the ones that were 3 stars and below , in almost every case , just one thing was cited as the reason for the negative review .
Then something interesting came across my desk . It was a review about one of our Spark Marketer clients from one of his customers . Well , not just one . It was a series of reviews , and our client could not figure out why this person was still angry after four months . After all , he rectified the situation and noted that a technician did not do the job he said he did , doing a total refund for the job as well as firing the tech . Why after all this time was the customer leaving all these bad reviews ?
Carter Harkins and Taylor Hill are the authors of Blue Collar Proud : 10 Principles for Building a Kickass Business You Love and the owners of Spark Marketer , a " no bull " digital marketing company that ’ s been getting sh * t done for home service businesses across the nation for a decade . They ’ re trusted thought leaders in the industries they serve , which is why you ’ ll find them regularly speaking at service industry trade shows and conferences and writing for trade magazines . Tired of empty promises and ready for focused digital marketing and balls-to-the-wall dedication that gets your business seen ? Visit : www . sparkmarketer . com .
Since they had done everything they knew to do to placate this customer , they blocked him on the social channel that he was blowing up . The customer then went to another channel and publicly revealed that he was promised to receive his money back but never did . Yes , he expected them to refund the money and when he never got it , he went to the reviews and blasted the company .
This is what happens when A .) we set an expectation and then fail to meet it , and B .) we aren ’ t making sure everyone in the organisation
“ Unfortunately , it ’ s always the last impression that most people recall about their service experiences . .”
May 2023 Volume 29 I Number 3 www . plumbingafrica . co . za