Feedback
1. How should I feel about the feedback left?
Anyone can, and inevitably will receive negative feedback from time to time, be it verbally or through online channels. What matters is how you deal with bad feedback.
Whilst no one ever wants to receive bad feedback it can be useful at times to help you maintain high standards. It can highlight issues with your customer service, communication or regarding the repair itself you otherwise may have been unaware of.
You should try and take all feedback with a non-emotional, business-like approach. Some feedback is good, some can be bad, but all should be taken as learning experience on what may or may not have happened.
Positive feedback is great, and can show the benefits of good customer service, good mechanical skill, and communication on your part. Running a car repair or servicing business is not only about mechanical repair or servicing, but about communication with the customer, customer service (e.g. timeliness, keeping the customer informed, going that extra mile sometimes), and an attitude that is more customer focused than just fixing a car. People who leave positive feedback are trying to inform both you the mechanic and other drivers that use the site that you have gone that extra mile and that you are living up to the promises you have made to them.
Here are a few examples of negative ways of responding to feedback.
- Take it as the only feedback you will get.
- Reply to that feedback in an argumentative manner.
- Expect FixMyCar to remove it simply because it is negative.
- Take the view that the provider of the feedback is wrong without exception.
Never contact the customer in aggressive or overly defensive manner. You should consider the issue at hand, keep calm, and always remain professional. 2. Leaving a response to Feedback
As a Mechanic you have the ability and opportunity to reply to the Feedback that is left on the Website. You should try and respond to both good and bad Feedback alike. You can reply to each Feedback left via the Website.
In replying to any Feedback that is left, both good and bad, you should always remain professional. If the feedback is good, you should thank the driver for that feedback. If the feedback is bad, then you should:
- Try to understand the driver’s issue.
- Reply in a professional manner. You should not try to argue with the driver through the feedback system, this is not the forum to do that. It is your opportunity to acknowledge that the driver may have had a poor experience and explain the situation so that others that may read the feedback and your response.
- You should try and stick to the facts and not get dragged into speculation or opinion.
- Use your response to highlight to others who may read the feedback any attempts you made to rectify the issues or gestures of goodwill you may have made or may be willing to make.
3. Removing Feedback
Unfortunately, we cannot simply take feedback down and will not consider a request to investigate a review without it failing to meet our Feedback Policy standard - https://www.whocanfixmycar.com/feedback-policy
Please send an email to complaints@whocanfixmycar.com stating exactly what parts of the feedback infringe our Feedback Policy and the reasoning. The following are circumstances where drivers cannot leave feedback:
- Its fraudulent, dishonest or misleading.
- Is unlawful, harassing, libellous, abusive, threatening, harmful, vulgar, obscene, or otherwise objectionable (including but not limited to any racial, sexist comments) or breaches any laws.
- If it encourages conduct that constitutes a criminal offence, give rise to civil liability or otherwise breaches any applicable laws, regulations or code of practice.
- If it infringes the copyright or other rights of any third party.
- Is technically harmful (including, without limitation, computer virus, or other malicious software or harmful data).
We require all removal requests to clearly outline where they feel the contents of the review have breached our policy. If we feel that this does not meet the requirements of our terms, then the review will be upheld.
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