For any company, fulfilling the
needs of a client is one of the topmost priorities. After all a happy client
can bring in many more new customers through word of mouth advertising. The
opposite of course is also equally true. A disgruntled client can scare away
more customers than all your marketing efforts can manage to bring in to the firm.
In the era before the internet, a
dissatisfied client could share his disappointing experience of a product or
service within his circle of family and friends, but now in the age of social
media, unhappy clients are finding a wider audience to express their
frustrations. On the other side of the coin are the happy clients who receive
what they are expecting and maybe more from the service and get on the internet
to recommend the product to their social media followers.
For IMMIGRATION
CONSULTANTS like Global Tree, client reviews can be a strong influencer
on not just potential new clients but the consultants themselves. It is easy if you are a consultant to be
disappointed and disheartened at negative reviews and elated at positive
reviews, but most often, the consultant does not do anything beyond that.
However, the most prudent and effective way of dealing with a client review is
to treat it with the seriousness it deserves. Here are the points to take care
of when you receive a client review.
1. Determine whether the review
is positive, negative or a mix of both
2. Pare down the review to its
details. Has the client provided any specific instances where he loved the
service? Is there any specific aspect that he is unhappy with?
3. Reach out to the client and
assure him of your continued commitment to best service. At GLOBAL TREE CLIENT REVIEWS
are responded to within 24 hours
4. In case of positive reviews, thank
the client and ask him for additional feedback on how to improve your service.
5. In case of negative reviews,
reiterate to the client, the details that he has complained about and check if
your understanding of the problem is correct. Provide a clear timeline to
resolve the issue
6. In case the issue cannot be
solved at your stage, politely inform the client and provide details for next
escalation point. All consultants should be trained to do this without
hesitation or fear of being labelled incompetent. One of the best ways to do
damage control with a negative review is to provide prompt, precise and
accountable response to the client.
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