By writing a review on your moving company, your customer can share with other people their opinion and their experience of the overall performance of your moving company they have used to move their household goods.
Honest customer testimonials can help people pick a moving company who can help them move to a new home within the city, country or Internationally and avoid dishonest movers.
It is beneficial for both potential customers and the company when an online review is being written but this depends on the attitude of the review, if a dissatisfied customer writes their negative experience about your company, this will warn others who are doing research when choosing whose service they want to use for their move, which in turn is bad for you as you will be losing potential customers.
As per our research only 17% of happy customers will actually spend time to rate your Moving company and write a good review about their positive experience. Where 82.3% of the unhappy, or angry customers will take every effort to post a bad review about your moving company and 29.6% of those angry customers will post your bad reviews to more than 3 sites. At least 11% of unhappy customers will post it in social media and blogs – almost 3.2% unhappy customers will go an extra mile to hurt your company to an extentextend of creating blogs by your company’s name, spreading those reviews among their community and different social media groups.
How to Avoid bad reviews
As a mater of fact, no company could have 100% satisfied customers, some customers can never be satisfied no matter how good of a service you have provided.
Organic error like: - vessel delay, port congestion, natural calamity delays, war zone rerouting etc.… a timely updating the client will be able to make them understand.
Organizing mistakes: -
It could be a clerical error or communication gaps but those mistakes will make you pay major penalty. Which is documentation delay, Spelling mistakes, late shipping, poor packing, delayed B/L draft approval, Wrong address in the documentation, wrong HS code, late ED passing, left behind packages, uninsured after collecting money for the insurance or taking wrong insurance etc.…
Customers mistakes: -
Delay in Confirming the draft documents, wrong address or address change after confirming the BL, late payment, uninsured move, more volume higher than shown or listed initially.
In any of those cases shipment will be delayed or attract penalty, remember the 1st management principle “Mistake is mine” take responsibility and pay the price. Payment could appear in many forms like paying the extra bills like, detention charges, storage fees, BL amendment charges, re filing charges or it will come as a bulk payment on your company’s reputation. One bad review could stop your hundreds of customers.
There are no easy ways of recovering from a bad reputation, but if you are careful and well organized you will be able to reduce the number of bad reviews.
Make sure all documentation is done in an orderly manner.
Update the customer about every change and delay by the vessel
Let the customer know the draft BL approval will be final and any change after will cost an amendment charge
if the customer is upset by any of the issues, take every effort to make your customer understand by openly communicating with them.
keep your employees happy, anyone could post a bad review because of their one bad experience with your company
Take a pre-moving survey and get the list signed by the customer
Let the customer know the draft BL approval will be final and any change after will cost an amendment charge
Get the payment from the customer and pay the shipping liner before the deadline and get the BL
if the customer has already posted a bad review, talk to them in an amicable manner and find a solution to the referred issue. Then request the customer to remove the bad review
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