Reviews are Opportunities

RCS Influencer Rudy Guttierez says that reviews can help guide your business strategy and plans.  

A review, good or bad, is an opportunity. The opportunity for adjustment to a plan and or strategy. A proactive approach is essential. We request feedback from our clients and our team members. We use most of the typical platforms so that reviews can be made. Based on the reviews we will make adjustments to our strategy and services.   

Our policy is always to respond to reviews, especially when they are not favorable. We are confident that a negative review is an opportunity to change an opinion of our company. When our external and internal clients see that we are engaging everyone, it shows that we care about our clients and that we are serious about delivering a great customer experience. 

Part of our plan includes a strategy to address reviews. Without a strategy to deal with reviews, good of bad, a company can find themselves with random issues that may or may not represent how the majority of their external and internal clients feel. A good strategy in place to use reviews to our advantage has been part our company plan. Favorable reviews indicate trust in our business. We have learned through our trials and tribulations, that our clients trust our company because of the type of reviews they read. Reviews influence our clients to move forward with our company. So we work extra hard on delivering the customer experience and managing reviews. 

More often, new clients are doing extra research online rather than customer references. It is important for our team to manage reviews. We need our message to be positive and consistent. We all want positive reviews, so it is important that a great customer experience is part of the company strategy. The number one way to ensure great reviews is by focusing on delivering great customer service. Our team is empowered to go above and beyond to deliver a great customer experience. We believe in the human experience and that prompts loyalty. 

Reviews are a way to help make the necessary adjustments to your business. It is a way to ensure a great internal and external customer experience. 

Rudy Gutierrez is president and CEO of Shell Roofing Solutions. See his full bio here.