Read the private feedback customers send me
After a visit, your review request email can carry a link to a private feedback form. What a customer writes shows under Feedback in your portal. It isn't posted anywhere, and nothing on it decides who is asked for a review. You can read it, add a note, set a reminder and mark it resolved.
Before you start
- Your sign-in for the portal, as the owner. Feedback is for you, the owner. It isn't posted anywhere.
- Review request emails going out to your customers, with the private link switched on (it is on unless you turned it off, in the settings under the list).
- The form has one box to write in and no rating question. A customer can write up to 1,000 characters and say whether you may contact them about it.
Steps
Step 1: find it
- Sign in to the portal and open Customers, then Feedback. A number on Feedback shows how many are new.
- Use the All, New, Seen and Resolved buttons to filter the list.
- Press Open next to a customer. Opening a new one marks it Seen.
Step 2: read it and decide what to do
- Read their words. Under them it says either that they said you may contact them, or that they didn't ask to be contacted.
- If they said you may, and their email or phone number is on their customer record, you get Reply by email and Call buttons. If they didn't, the screen doesn't show those buttons.
- Write something for yourself and your team under Your note (for you and your team), then press Save note.
- To be reminded, pick a day under Remind me on (leave it empty and the reminder is for tomorrow), then press Add follow-up. It then shows under Customers, Follow-ups.
- When it is dealt with, press Mark resolved. You can press Reopen later. Back to feedback returns to the list.
Step 3: choose your settings
- Under the list, Include a private feedback link in the review email adds or removes the link. The same review links go to everyone, with this one beside them.
- Email me when someone sends private feedback sends you a short email that says feedback arrived, with a link to read it in your account. Their words stay in the portal and are never in the email.
Private feedback is not a review and isn't posted on Google or anywhere else. Ask every customer for a review the same way, whatever you expect them to say: Google doesn't allow asking only the happy ones. Private feedback is deleted automatically 24 months after it was written. It is in your account download, and if you delete a customer, their feedback goes with them.
It worked when
A customer's feedback shows under New in Feedback, with their first name and the day of their visit, and, if you left the email setting on, you got an email that says feedback arrived. If the list says No private feedback yet, nobody has sent any.
Still stuck?
Tell me your business name and what the Feedback screen shows. Please don't paste a customer's words into an email to me. A photo of the screen with their words covered helps. I'll check what I can.
Email harley@kwicklyanswers.com
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