Like it or not, we live in a hyper-connected world where some customers have unrealistic expectations and they’re literally one click away from writing a negative review if you fail to meet those expectations. Customer satisfaction used to be all about the quality of the finished project and your ability to deliver a positive remodeling experience. But in today’s world, people expect to be more than just satisfied. What they want, is an experience — something memorable, something that makes them feel like less of a check book, something that evangelizes them to your brand.
According to Google, 82 percent of homeowners conduct online research before making a buying decision and 64 percent of homeowners are searching for reviews before they contact you. Rather than focusing on how to manage and respond to negative reviews, I would strongly suggest we take a more proactive approach. This would include two areas of focus: