Over the past 30 years, Gentle Giant Moving Company has grown from one small truck in Somerville to 18 offices across 9 states, and one of the biggest reasons for this growth has been positive word of mouth; about 80% of our business has been from referrals and repeat customers.
These days, with the help of the internet and review sites such as Yelp, Google, and CitySearch, word of mouth has become more powerful than ever. In most cases, our extremely satisfied customers post positive reviews about the wonderful experience they had with Gentle Giant (including all the curiously removed positive “Filtered” reviews on Yelp). In other rare, unfortunate cases, customers will go straight to the internet to air a grievance, even if it is about something that could be easily resolved.
While taking to the internet to vent about a less than fantastic experience is becoming more common, it does not enable consumers and businesses to solve problems. At Gentle Giant if something goes awry with any aspect of a customer’s experience with Gentle Giant despite our best effort, we have always prided ourselves on doing everything it takes to correct the situation. When negative reviews do appear, we make it a priority to correct anything that the review writer feels was unsatisfying. We try always to project openness to feedback and a desire to earn people’s trust.
The next time you are reading a company’s online reviews, check to see if the company responded, attempting to fix any reported issues. This is one thing I hound our customer service people about. It would devastate me if a customer called to discuss a negative experience and we didn’t respond, and the same applies to online posts. We want to be your moving company, for life. Hard work, trust, and communication will make that possible.
Thank you, and we look forward to moving you.