Since Precison Garage Doors of NJ Opened in 2000, Doug Bencsko, the owner, has guaranteed 100% satisfaction. The problem was the only way to measure it before online reviews was in the number of complaints, which really didn’t work. The thought process was no complaints = 100% satisfaction but of course that isn’t always true.
To fix this problem, Precision started to encourage every customer to review their business online. This would provide positive as well as negative feedback to help improve customer service and make the whole process transparent to new customers.
Putting the process in place was decidedly low-tech. The first stop in getting positive online reviews is to make sure the customer has a positive experience. Then ask the customer at the completion of each job, “Are you satisfied?”. If the customer is not satisfied, NOW is the best possible time to find out why and fix the problem. If the answer is yes, then it becomes a good time to encourage them to write a testimonial or review.
You would think this process would be fool-proof, but alas, as you know, nothing is… and as a result a negative review can end up on Google.
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