At Black gold Carpet Cleaning and we pride ourselves on giving the best customer service possible. Our mission is, to always exceed customer expectations with our friendly, professional, affordable guaranteed cleaning results. Hopefully by now you would have seen some of our reviews on our website, Google or on social media such as Facebook. We take a lot of pride in these Melbourne carpet cleaner reviews and very much appreciate our customers taking the time to leave them.
Did you know that on average, most customers read about 2-10 reviews before making up their mind about a business? We have quite a few more than that and think that our carpet cleaning reviews are exceptional. Having said that we assume that other Melbourne carpet cleaners probably have similar reviews. However not a lot of Melbourne carpet cleaners have multiple reviews on multiple review sites.
Upon investigation it seems that, reviews are not at all easy to come by. So much so that there is a thriving black market where you can buy testimonials for your business!! Reviews are powerful, they can make or break a business. How many times have you checked Urban Spoon or Yelp before choosing a restaurant and been swayed by the experiences of past customers reported in their reviews?
Many of our customers tell us that when searching “Melbourne carpet cleaner”, they chose Black Gold Carpet Cleaning, because of the testimonials on our website. In fact some studies have shown that 52% of consumers agree that positive reviews made them more likely to chose a business, as opposed to 28% who chose a business based on location or price.
While it is not always the only indicator, reviews can give you a fairly good idea about a business. 52% of consumers say they trust on line reviews almost as much as recommendations from friends and family – as long as the reviews seem to real. Some businesses will do anything to get in front of the competition, including buying fake reviews or testimonials.
Things to look out for and be wary of, are lots of short one word “great job” type reviews or reviews in lots of different languages. This may indicate reviews have been purchased. Most customers who take the time to leave a review, do so because they have something important to say and share, they will leave at least a few lines. Also make sure that the owners of the business have actually taken the time to respond to reviews by their customers, especially any negative ones. The way a business owner/manager responds is a pretty good indication about their business and their attitude to customer service.
This article from Brightlocal about Fake Reviews is really helpful in working out how to spot fake reviews.
As a customer your opinion counts and feedback is essential for any business to ensure they are meeting (or exceeding!) their customers expectations. Not only do these reviews of Melbourne carpet cleaners, help with marketing and search engine ranking, they also give Melbourne businesses unique feedback on areas they are performing well in and those that could do with some improvement. There is a old saying, ” a happy customer will tell 2-3 people about their experience, however an unhappy customer will tell 8-10 people.” So next time you hire a carpet cleaner in Melbourne, make sure you leave them some feedback**, it will help them and their future customers.
A word on leaving negative feedback
I do however ask that if you have a negative experience, please try to leave a constructive review, rather than an angry rant, or better still give the business a call and at least afford them the opportunity to rectify the issue first. If they don’t grab this opportunity to fix their mistake, then perhaps a written review is in order. Just remember your online review is online forever.
One of my favourite reviews…this one was left by a customer on holidays in Vietnam. We cleaned the carpets in her Malvern home before she went away. At the first internet cafe she found, she wrote this review. Now that is dedication! More reviews can be found on our website or on our Black Gold Carpet Cleaning Google Maps page
“The dream team! Therese and Yasser are not only super lovely people but are a pair of true professionals. A friendly chat and very modest quote from Therese over the phone was followed by great service on the day by Yasser that made the characteristically stressful event of moving house that little bit easier. Our rental property was old, so the carpets were, as Yasser put it, quite ‘dead’. Nevertheless, the carpets looked great afterward, and we almost couldn’t recognise it. Thanks again for your great service and we look forward to booking you guys again sometime. All the best, Nelle & Dit”
Where can I leave a review?
**Reviews can be emailed directly to the business, left on social media such as Facebook, Twitter and Google Maps (you may need an account to leave reviews on these platforms) or on third party review sites such as True Local, Yelp, Start Local, Service Seeking, Hot Frog, etc.
Did you know…….
customer service facts from Kana Research
- 68% of customers defect from a business because they feel they have been poorly treated.
- For every customer who complains another 26 unhappy customers remain silent
- It takes about 12 positive experiences/reviews to make up for one bad one
- About 20% of “wronged” customers will tell more than 20 people about their experience.
- 91% of unhappy customers will not do business with you again
- 95% of unhappy customers who complain will do business with you again if you resolve the issue immediately.
- It costs about 5-6 times more to win a new customer than it does to keep an old one