Ian Miller formerly FIT Show Sales Manager and UK Sales Director for Hoppe has taken up the new position as Head of Sales for The Independent Ratings Company with a brief to drive sales and provide on-going business development for the company’s growing list of window and door industry clients.
“It is a really exciting challenge for me; when I was asked to get involved with The Independent Ratings Company I was delighted to do so. It is clear to me that what the company is trying to achieve is very much in line with modern thinking; encouraging businesses in our industry to take feedback from customers and use it as a key marketing tool to generate new business. This is exactly what they should be doing. But using customer feedback to identify weaknesses in order to improve service is also really important, and this is something else which can come out of the packages which The Independent Ratings Company offers”.
Not publishing your feedback is a BIG missed opportunity
“For me the most interesting thing I have found to this point is that lots of businesses in our industry already take feedback from their customers, but so few of them actually publish it for people to see. This really is a big missed opportunity; good customer feedback is a great way to convince other potential consumers that you are exactly the company they should be dealing with”.
Business Development for our customers is a key part of the role
“I am also delighted to be involved in the on-going business development side of The Independent Ratings Company’s customers. My role is not just to sell to new clients, but to continually help those who are already working with us to improve what they do, to help them find new and better ways to use the feedback from their customers to generate new business”.
“The range of packages is outstanding – whether you want to take a ‘line in the sand’ one off survey to understand how your customers see your service, or whether you want to have a fully managed account to gather and publish feedback as a customer selling to retail, or a trade supplier working with an approved list of installers, we have something for you”.
Along with the rest of the team I am here to help
“We already know from the customers we are working with that they are seeing tangible business benefits, new work coming to them which is directly attributable to the positive customer feedback they have posted on their websites”.
“Along with the rest of the team I am here to help. If we can help you we will; we are a business encouraging our customers to win work by giving great service and by recording it in the form of customer feedback. Our own customer service ethos will fully support this; it is another of the reasons I am so excited to be involved”.
“I can’t wait to get going, but in the meantime if I can help you please get in touch 07903 431278”
Turning negatives into positives
“The most recent thinking shows that customers receiving negative reviews but responding to them in a positive manner are more likely to achieve customer respect and loyalty than those only showing positive reviews”.
People don’t expect perfection
“The reality is that people neither expect or believe in perfection; the occasional less than perfect review shows that the feedback is genuine, and so is the company publishing it”.
“It is really important that consumers have confidence and trust in the reviews which they read from their peer group. Through The Independent Ratings Company consumers can be assured that all reviews are genuine, and that comments made cannot be manipulated in any way. Where there are negative reviews we work with our customers to manage not only their responses, but a positive conclusion to the complaint or concern raised by the customer in the first place. This is just another part of the service provided by The Independent Ratings Company”.
Understanding reviews and taking ownership of your on-line reputation
“The most common question we field is ‘what if someone gives me a bad review’? The reality is that from time to time somebody will give you a bad review, but so long as you have a mechanism in place which enables you to respond to them you will be absolutely fine – there will be no harm done”.
“The more difficult issue is when you don’t have any feedback mechanism on your website – this is when you are vulnerable to a disgruntled customer venting their anger on a ‘random’ review site on line AND it appears directly under your name on a google search”.
“There is nothing much you can do about this, it is outside of your control; but most customers won’t let this deter them from looking. The key is to have a full feedback process visible on your website populated by your customers. This way you get the balance which comes with posting reviews over a period of months and this gives your customers confidence that a single rogue review is not a real reflection of your true service levels”.
The Independent Ratings Company
3000 Aviator Way
Manchester Business Park
0161 266 1006