This is why I think this board is a vital resource for both the clients and the providers. I also think it is important for providers to pay attention to the boards and what is being said about them in reviews.
As someone who works in a service industry, I understand the implications of a "bad review" and how a disappointed customer will tell their story to far more people then a satisfied customer will. So I agree with Julia Sky 100% that the damage caused by an unwarranted negative review can be catastrophic to the providers job.
But I feel it is a part of the providers job to make it clear what they will or won't provide in an encounter, and for how much. We are not talking small dollar transactions, so some level of consistency should be expected. We are talking about human beings though, so that level will not be the same every time. So if a client is not satisfied, I do feel it their right to voice that. But it should be done thoughtfully and carefully. Without any malice or intention to harm the provider, just to inform.
I also feel it is then the providers responsibility to dispute the facts stated in the "negative review" if they feel they have been wronged. Often these things can be chalked up to misunderstandings about expectations. That is why I feel it is important for providers to check the boards and reviews personally. It seems in their best interest to make sure their reputation is not harmed on them.
If I have an unpleasant experience with a provider, I don't give bad reviews. I portray my disappointment by taking my hard earned dollars to someone else next time. Just like my customers will if I don't make them happy. That is the best way to to voice my opinion on the matter. If they are a truly poor provider, that will be reflected in their loss of business over time. On the flip side, a truly consistent provider will shine forth and gain the business that the poor provider sheds. Thus is the nature of a customer service industry.
As someone who works in a service industry, I understand the implications of a "bad review" and how a disappointed customer will tell their story to far more people then a satisfied customer will. So I agree with Julia Sky 100% that the damage caused by an unwarranted negative review can be catastrophic to the providers job.
But I feel it is a part of the providers job to make it clear what they will or won't provide in an encounter, and for how much. We are not talking small dollar transactions, so some level of consistency should be expected. We are talking about human beings though, so that level will not be the same every time. So if a client is not satisfied, I do feel it their right to voice that. But it should be done thoughtfully and carefully. Without any malice or intention to harm the provider, just to inform.
I also feel it is then the providers responsibility to dispute the facts stated in the "negative review" if they feel they have been wronged. Often these things can be chalked up to misunderstandings about expectations. That is why I feel it is important for providers to check the boards and reviews personally. It seems in their best interest to make sure their reputation is not harmed on them.
If I have an unpleasant experience with a provider, I don't give bad reviews. I portray my disappointment by taking my hard earned dollars to someone else next time. Just like my customers will if I don't make them happy. That is the best way to to voice my opinion on the matter. If they are a truly poor provider, that will be reflected in their loss of business over time. On the flip side, a truly consistent provider will shine forth and gain the business that the poor provider sheds. Thus is the nature of a customer service industry.
