When a customer has a less-than-stellar experience and selects 1 to 3 stars on your Reputation Filter, our system intercepts them before they can post a public review to Google. Instead, they are prompted to leave a private message detailing their issue.
These messages are routed directly to the Private Inbox on your main dashboard, giving you the opportunity to handle the situation internally.
Reviewing and Clearing Feedback
To keep your dashboard clean and organized, you should regularly review your incoming feedback and mark issues as resolved once you've handled them.
- Log in to your earn5stars Dashboard.
- Click the Private Inbox tab.
- Read the customer's comment, rating, and any contact information they provided.
- Once you have reviewed the feedback and taken any necessary action, click the Mark Read button on the feedback card.
Note: To ensure you always have an accurate historical record of your customer relations, feedback is archived when you click "Mark Read."
Pro Tip: Identify Operational Blind Spots
Treat your private feedback as a free diagnostic tool for your business. If you notice a recurring theme in your inbox, such as multiple complaints about long wait times or a specific product, you know exactly what operational issue to focus on fixing next.
Following Up With Upset Customers
Because the Reputation Filter asks the customer to provide their name alongside their complaint, you have everything you need to reach out and make things right.
We highly recommend contacting the customer with legitimate complaints directly via phone or email to address their concerns.
Pro Tip: Turn Critics Into Loyal Clients
The "Service Recovery Paradox" is a proven business principle: a customer who experiences an issue that is quickly resolved often becomes more loyal to the company than a customer who never had an issue at all. Making amends with a small gesture or a personal phone call can turn a critical customer into a loyal, lifetime client.