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Intercept Bad Reviews Before Broadcasted Online

July 26, 2012

Have you ever had an experience at a business establishment where you wished you could voice your concerns to the manager but not in a confrontational kind of way?

TalkToTheManager might just have the answer!

While listening to The Social Hour podcast, TalkToTheManager was featured as an interesting service to check out. It is described as a way for customers to give anonymous feedback/comments to business owners/managers via text message. The business owners then have the ability to respond in order to address customer service, product, and facility issues before a bad experience becomes a bad online review.

Benefits for the businesses include:

• Managers’ personal cell phone numbers stay private
• Discover issues you didn’t know existed
• Turn off messages temporarily whenever you like
• Comments and responses can go to multiple managers

This service is intended to intercept a bad review before it is broadcasted online. I think this concept could actually work too. People want to be heard and this may provide the instant acknowledgement and response that is desired by customers. The goal is, if handled appropriately, the review that is eventually posted online turns out to be portrayed in a more positive light.

For me, it doesn’t have to be just about bad service either. I am more than happy to share a positive experience with a manager as well.

How could your business make use of this service?

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Image credit: Johan Larsson