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Originally Posted by notanlines
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Awesome read.
I figured this out when we started our biz. If someone is unhappy, I just refund their money, no questions asked and tell them we will try harder next time.
Years ago I took a class on the stock market. We were discussing fees charged by brokers. The teach said “don’t trip over nickels on your way to dollars”
It’s always stuck with me. 1 bad review can be alleviated by just refunding their money (nickels) while not having any bad reviews leads to dollars.
I drill that into all my employees. And I interview all my clients. At the end of the interview, I tell them that we are all adults and I expect to be treated as one. Come to me with problems, not yelp or google. We can fix anything