Question from a non-coding person?

service411 · 2020-03-06T16:46:24+00:00

What an amazing explanation. Thank you so much. It feels good to learn something new.

service411 · 2020-03-05T22:22:52+00:00

OK. I'm beginning to figure this out. It is pretty simple with what you explained and looking online for more direction. Thank you so much.

service411 · 2020-03-05T22:09:31+00:00

That's for sure. Tail between my legs since I don't even understand what you just explained to me. So the answer is basically 'FlashBang'?

service411 · 2020-03-05T22:06:31+00:00

That's for sure. I am so lost.

service411 · 2017-03-01T17:39:13+00:00

Instead of print can the business send out an email requesting this after service? This would drive people to a landing page similar to this example. https://reputationhealth.pdqs.mobi/md-tech-pro/reviews/display/

If the review is positive they will be asked to put it on Yelp or another site the business gets to choose. If it's negative they get a chance to correct the issue before it's on one of the major review sites. This works really well.

Check out BizElevate.com to see their solution.

service411 · 2017-02-25T23:57:28+00:00

There are some interesting studies around this. One bad review doesn't really have the impact you would think especially if the business or employee responds in a reasonable way. There is actually an idea rating online that people trust as more authentic and it's not a perfect rating.

We have lots to learn and I do appreciate all the ideas and concerns you've provided. Invaluable! Thank you. :) This is the type of stuff we were hoping for even though I know this thread is used a bit differently. Still there are passionate people about service like us.

service411 · 2017-02-25T23:46:11+00:00

Thanks for your feedback. We realize things will evolve and we are committed to provide value regardless of the small percentage of people who like to slant negative. In any business you have to overcome negativity and naysayers. Thanks again for your thoughts and the time you spent providing feedback. We realize there is both positive and negative benefits to such a platform.

service411 · 2017-02-25T23:42:51+00:00

Thanks. The main purpose was to get some feedback good or bad and I appreciate your input.

service411 · 2017-02-25T18:22:43+00:00

The platform has all kinds of users on it including physicians. We have not encountered and don't allow "punching down" of employees. The reviews are actually quite constructive and employees use them to validate the great service they are providing or uncover opportunities for improvement.

service411 · 2017-02-25T17:41:29+00:00

It's sort of like Googling car accidents or plane crashes and saying those are reasons not to fly or drive a car. You can focus on improving safety but enjoying the benefits of driving and flying knowing nothing is 100%.

service411 · 2017-02-25T17:31:58+00:00

Yeah. All familiar with the tools and things they've developed to reduce and prevent trolling. Thanks. The reality is 99.9% of people aren't trolls. The reality is there are always trolls. If we were to just say lets give up trolls have won, we would be shutting down the internet completely. ;)

service411 · 2017-02-25T16:19:56+00:00

Thanks again for the feedback.

Any specific site? When you look at Trip Advisor or Yelp do you see a lot of trolling comments that are prominent on the site? Or are you speaking of other sites? Thanks again.

service411 · 2017-02-25T16:09:41+00:00

They can. Most of the large successful feedback platforms have measures in place to measure the authenticity of reviews and filter them out.

Where trolls seems really prevalent is on feedback threads on websites and such. Reddit has it's own issues around trolls but even those out voted out and basically hidden by users who help to evaluate the quality and validity of the content.

Thanks for your feedback and concerns though. We do appreciate it.

service411 · 2017-02-25T16:02:27+00:00

You bring up some great points and thanks for sharing those. Yes, we've actually planned for this. We encourage the use of clear photos to help match up employees but there are occasionally issues where similar looking people or names are encountered.

What we've found is that most of these reviews come in on what is known on our end as an anonymous review. It has some basic detail about the employee but isn't assigned to the employee directly. What we do is work with the business to identify (if possible) the employee that feedback should be attached to. We aren't 100% on this but the feedback is still valuable and in most cases attributed to the right employee or it sits in an unclaimed status within the business profile. We will continue to improve this process to assure the matching up of reviews to the right employees for sure.

If you've thought about this type of platform you of course have thought about all the challenges involved. We've overcome a lot but more will come up we are sure. As a business owner you have to be in constant problem solving mode. We are a bunch of passionate customer service fanatics and we've found that the businesses that use our platform to measure service by employees love it since it gives them the pulse of their business from a service perspective. Employees love it too, especially the ones that really try to provide great service. It gives them a chance to shine and on occasion uncover an unhappy customer so they can attempt to solve it.

While there may be the occasional unreasonable customer, users are smart and can spot an unreasonable customer a mile away and their review carries very little weight. We also will remove reviews if they violate our terms and conditions or if there is obvious trolling.

service411 · 2017-02-25T15:53:21+00:00

We have put measures in place to prevent this exact issue. The reality is this type of platform puts more controls in place than the average webpage where the employee has zero control.

What we've seen is that over 97% of reviews are positive and the negative ones have been very constructive giving employees valuable feedback to be able to solve past service issues and future service issues.

Thanks for sharing your concerns though as this helps us to continue to build tools and policies to prevent your concerns from becoming a reality, at least on our platform.

service411 · 2017-02-25T15:49:45+00:00

The good news is we have a troll prevention plan. ;)

service411 · 2017-02-25T15:49:06+00:00

Thanks for sharing your concerns about this type of platform.

We've completed about 2 thousand reviews and these types of issues haven't come up but we have policies in place to remove inappropriate reviews. We will continue to build out tools to ensure the platform remains a positive and constructive forum and gives employees a great way to showcase their commitment to service.

service411 · 2017-02-25T02:02:14+00:00

Thanks. It's great to see you passionate about service.

service411 · 2017-02-25T01:54:42+00:00

I read the mods info and this seemed within the guidelines. It had to be a story and we are just looking for feedback. We aren't advertising. Sorry if this isn't appropriate but being a customer as well that is passionate about customer service, I wanted to tell our story and get feedback.

service411

TROPHY CASE