6h (edited) • General Discussion
Triaging my 2-star google review
Google reviews are a moat for my small business. So when we got a 2-star review, I was triaging within 2 minutes. How?
2. I dug through customer data in our CRM to cross-reference the customer name.
3. When we had no exact matches, my teammate and I looked through all the 'Michael's' we had serviced and reviewed their last service and if they were satisfied.
And at the end of it all, this person never even used our service...
Small business is where customer obsession, bias for action, and deep dive all meet to be a perfect storm of something we can't control anyways.
Here's my reply.. since all I could do was laugh about it and move on.
You all ever have this happen?
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Triaging my 2-star google review
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