I know we are all asked to review service everywhere we go from Superdrug to your local restaurant and normally they offer you the chance to win £100 for leaving a review.
That isn’t the kind of review I mean, let me explain…
I recently went to a furniture shop to order a new settee. On completing the purchase we were told by the sales rep that we would be contacted by text for a review of the service we received. We were then asked to rate it as a 9 or 10 as anything below a 9 resulted in the rep being hauled in front of their supervisor for a debrief.
Now this put me in a quandary. As a shopper I make most of my purchases, as do most people online. I took the decision a long time ago to not review any purchases as it meant I would save myself half a lifetime in writing reviews. So whether something is good or bad I say nothing.
The same for shops who ask me to review to enter a prize draw, it always goes in the bin. I’ve worked in a shop and I know how hard it is to maintain a sunny disposition all day long and not look like you would rather be anywhere else but there. I don’t think people need to be pulled up over it. Some people see shop workers as their own personal servants and talk to them as if they are something you scrape off your shoe. The customer is always right, as the saying goes, only they are usually wrong and refuse to accept it.
So faced with the text message asking me to review my service of said furniture purchase I was torn between sticking to my guns and deleting without reviewing and helping the sales rep out. Even though the very suggestion of being asked to leave a certain review made me want to add into the comments – I left this review as I was told to.
When I thought about the service we received that day it wasn’t the best. We’d looked around 4 furniture stores in a row and came back to this one to order. The first time we were in there we had been approached for help we didn’t need at that time. As I predicted when we went back to order there was no one free to be seen. I wandered the store 3 times and then tried to log on to the website on my phone to do the order myself, only to find the website was practically unusable in the mobile version.
At this point my Mum came back from the hardware store next door and said she had seen someone not doing anything and called the guy over. We eventually placed the order after going through all the questions and possible extras. Then came the request for a review.
The honest thing to do would have been to say I was less than happy with the service I received and yet once we had a rep helping us it was all done with no fuss. The guy was good at his job and that was what made me feel guilty enough to leave a review.
I wondered if he had bad reviews in the past and if he was trying to avoid more trouble or if he was just playing at my heart-strings. It seemed harsh picturing him trying to explain why he didn’t give us a better service to his superiors.
But then it makes a mockery of the whole thing. It’s probably a company directive to avoid them getting negative reviews. I’m sure they are listed somewhere on the website or at least collated for company purposes.
If you are providing good service then you shouldn’t have to tell people to review you at a 9 or 10 as they will happily do it. As we all know the professional review writers and people who love to have a soap box will write in depth reviews on who to speak to and what day is best to get them. I find product and service reviews now are not as reliable as they were, especially when most are paid for writing them.
Sadly my review was just as redundant, I gave 9 out of 10 as I never review anything at the highest mark. There is always room for improvement. If it was up to me I wouldn’t have reviewed at all but due to not being able to find anyone to help us for about 20 minutes an accurate review would be 6 or 7/10!