When you are in service field like ours of running a take away, you may have some client who, despite your best efforts, can’t be satisfied. One such customer put some nasty comments about our company. When we came to know about this, we contacted Theresa to discuss the issue. She quickly developed a strategy and was on the job. In two weeks, three of two comments disappeared and a few of our other customers put their reviews to present a balance picture.

During this exercise, I also understood to engage our customers, both satisfied and some with grievances. We have started offering gifts and discounts for customers to encourage them for writing reviews for us.