December 15, 2014

Happy holidays and 'feedback'

Thanks for all of your support in 2014. We've had loads of great feedback from both advertisers and users. That has helped us make improvements to the service for everyone. There's still lots of things we are planning to get done, haven't had enough time, but we do hope to put in place some more improvements over the coming months and have some good things coming for 2015.

We really appreciate it every time someone takes the time to get in touch or post a suggestion, comment or criticism in the forums.  Always open to new comments, so don't be shy ;)

Feedback from customers about their experiences

We've seen a big increase in the number of reviews placed by users in the last 12 months. Most are positive, but - obviously - some are negative. Obviously, it's impossible to keep everyone happy all the time and some complaints may not be justified.

Top three tips on dealing with negative feedback:

  1. It might sound obvious, but the best way of avoiding an unhappy customer is to make sure expectations are set correctly in advance. The information you provide on your listing (both the description and photos) should correctly represent any services offered.
  2. If someone leaves a review you think is unfair, then answer with a clear, calm comment on why. This will represent you in the best way and is much better than an aggressive or bitchy response.
  3. If a meeting didn't go well for one reason or another; any one can have a 'bad hair day' or not click with customer; a nice note explaining why goes a long way to showing you do care.
Best wishes for the holiday season and for 2015! Keep safe and well, Claire XX

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