Respond to Reviews – Both Good and Bad

RCS Influencer Mike Pickel says that reviews provide opportunity for your business to evaluate processes and procedures to continually improve.  

At Texas Traditions Roofing, we take our reviews very seriously. We read every single review and we reply to each person – whether the review is good or bad. Our customers are our lifeblood, and they are why we are in business. We strive to deliver an outstanding customer experience for every one of our customers.   

In the event that someone is not happy or leaves a negative review, we send our company vice president to meet in person with the customer to try to really understand the reason for their dissatisfaction. We listen to them and we make it right, no matter what. It’s part of who we are, and we are always going to do the right thing for our customers.  

By meeting with customers who aren’t happy, it provides an opportunity for us to learn. We can evaluate the project and ask ourselves how we could have made that experience better for that person. It’s a chance for us to review our processes, our communication methods and make adjustments so that we are continually improving.  

No one is perfect and mistakes will be made from time to time, but we take those mistakes seriously and we learn from them. We know that our online reviews will heavily influence our future customers when they are deciding whether to trust us with their roofing projects.  

These reviews carry more weight in the decision-making process than anything else. We can share all the certifications, credentials, recognitions and trainings that we participate in but our customers don’t want to hear that from us, they want to hear from others if they and their properties were treated with respect, in a professional manner and with quality workmanship.  

Mike Pickel is co-founder of Texas Traditions Roofing. See his full bio here.