One bad review and it's all you can think about. Here's how Nolavi works through it, the same way a good mechanic works on a car: find the concern, the cause, the correction, then verify the fix.
A customer left Nate a 1 star review about a 3 day wait for a part. He wanted to fire back.
Nolavi pulled the repair order. The part was backordered, and nobody had called the customer to tell him.
We drafted a calm reply that owned the missed call, explained the backorder and invited him back. Nolavi now flags any job waiting on parts for a customer update.
The customer updated his review to 4 stars, and complaints about waiting dropped to zero the next quarter.
How we work. We make changes like this for shops all the time, using each shop's own data. The numbers shown are examples.
Yes, calmly and quickly. Own what went wrong, explain briefly, and invite them back.
A good reply shows future customers how you treat people when something goes wrong.
Open the demo and find this kind of problem in a minute. Or book your 14 day free trial: it starts with a quick call, and we set it all up and fit it to your shop.
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