It Is Time For Reverse Reviews – Strategy with RS

Service providers – restaurants, airlines, banks, Uber are under 24 x 7 ‘review’ by customers.

After consuming the service they are posting reviews which are not going waste. Other customers refer to them for taking decisions. This system assumes that customers are always right. And if at all there is a failure in delivering service the blame lies solely at the doorstep of the service provider.
Reflect for a moment.

The current system is one sided & heavily loaded in favour of customers. Of course, there is every chance that there will be a bad service provider as there is a chances of ‘bad & unruly’ customer. However, should not the system also provide a platform to service providers to rate there customers? This will enable the service fraternity to refer to these reviews while taking a decision on whom to provide service to? Will not implementing this system improve the service experience for every one?


Taking this view, in April 2015, Australia’s Art Series Hotel Group launched Reverse Reviews: a promotion which gave guests the chance to obtain discounts and upgrades in return for being reviewed.

People staying at any of the group’s boutique hotels could opt in to take part, with their behavior and demeanor being ranked and reviews then published online. Any guests who gained ratings over four stars were rewarded with complimentary food and beverages, stays or upgrades.


As a decision maker will you implement Reverse review in your organisation?

Comments

7 comments

mshilpesh

Hi Rajesh, Uber and some cab services have driver’s app using which the drivers rate the customers once a ride is complete. I have experienced and seen this many times. However, I am not sure if they use such ratings to decide whether to provide service or not ‘to the extent they really should’?
I read a news article which said in Delhi a cab driver rated a group of drunk girls badly and if I remember correctly, the cab service decided to not serve those customers again. If this is followed by every cab service, for example, then only customers will worry about these. Otherwise, in today’s competitive market – any other cab service is ready with a ride to serve a customer.
In my opinion, the decision depends on what a company wants to gain – a large customer base/ market share by tolerating bad customers or business growth by partnering with the right kind. I think answer’s not hidden for me anymore after typing the last statement. 🙂

Rajesh Srivastava

Shilpesh what can I say except that even for me the answer is not hidden after reading your statement. Wish more managers were so clear in there thinking as you are. Keep it up! Good show!

Mayank Tewari

Yes, it is true that cab drivers are asked to rate the customers. And according to the driver, the rating is noted for future references. And a continual misdemeanour by customers results in bad ratings and companies even go the extent of ‘blacklisting’ them and do not provide services in the future. And by what I have heard of various experiences of different drivers working for Uber, they would be definitely implementing it in their operations.
(All of this is a corroboration by a driver and not by someone actually working in the inside)

Mohit Kanjwani

For any service has 7p’ with people being an indispensable part…now both service provider and taker will be actively involved to enhance the service quality