Reviews
In the world that we live in before making a purchase it has become a common habit to go online and find out other customer experiences with a company before investing your hard earned cash. Its excellent that we can do this but sometimes business owners are extremely frustrated by the outcomes.
We all have that favourite restaurants, excellent hairdresser or travel agent which delivers unbeatable deals time and time again - and they pretty much become our best kept secret. Sound familiar? We never take the time to share with the world just how great they are because in actual fact we would like to keep the contact to ourselves. On the other hand I'm confident we have all been to a hotel or restaurant and either personally or know someone who has threatened the "trip advisor" review when service isn't up to scratch. Its a great shame because often we have clients who when starting out with us appear to have an online reputation which does not match up to the outstanding service they deliver day in and day out.
Thats where we come in.
case study
One of our clients approached us with the following frustration.
"As a diamond dealer who sells to other retailers we offer exceptional quality at prices that make a mockery of the high street. In fairness to high street jewellers, one must understand the length of time a ring may sit in the window before it is sold along with costs associated to make this process possible. Because we offer such amazing prices, people do not want to promote that they have got a huge rock on their finger for a price that most could comfortably afford. So that keeps online positive reviews to few and far between. For every thousand transactions we complete you may get one disgruntled customer. It can be for a variety of reasons - maybe we dropped the ball as humans sometimes do or maybe they didn't read the description or understand the gradings and meanings of diamonds. We had two bad reviews published online which were not accurate to the transaction. We lost so much custom from this bizarrely as it caused fear in new clients who hadn't experienced the great service we offer. We spoke with Beau Monroe and devised a strategy of how this could be rectified and prevented going forward. Two months on we now have glowing client reviews online and because of this a huge amount of website traffic which actually converts! Thank you"
Managing Director, Europes Largest Diamond Importer.