I want to start telling all these companies to leave me the f*** alone. I bought their product and I didn’t complain I didn’t return it. Isn’t that good enough for them??
I want to start telling all these companies to leave me the f*** alone. I bought their product and I didn’t complain I didn’t return it. Isn’t that good enough for them??
I work for a large home appliance warranty company. Many of you in the States probably have one, they are very popular.
My boss just had a meeting with them, and the only thing they care about is five star reviews. That is it. How many we get, how high the average looks.
Here is the problem: nobody is going to pat me on the head and say “good job” because I fixed their dryer. That is just the basic function of my job. You do not leave reviews for the Kroger checkout lady just because she scanned your produce correctly. On the other hand, if I mess up even a little, I get slammed with a one star.
I service seven orders a day, five days a week, plus six on Saturday. Statistically, that means at least one job a day is going to turn into a one star review, not because I did something wrong, but because someone is unhappy for some reason. And the truth is, people rarely go out of their way to leave a five star review, but they will absolutely make time to leave a one star.
The home warranty company does not care about that reality. If our average rating drops below 4.0, we get significantly less work. The higher ups do not deal with customers or field service, all they see are the numbers on a spreadsheet. From their perspective, the companies with the most five stars get the most jobs, period.
Bottom line the five star rating means absolutely nothing it’s not a measure or metric for anything it’s completely false.