“Our service is paying off with the Happy Customers Program”

...that’s what Mairead Carstens from MetroMovers (furniture removals company) tells us – and it’s the same story we get from other businesses in the program. Mairead explains that “in an industry that’s not exactly known for its customer service, our focus has been on setting a new standard and doing things differently. But while this constant striving for service excellence has always been our passion, it was often difficult to convince customers of the MetroMovers point of difference. With WOMOW, we now have a tool to really demonstrate to customers that we’re serious about service every step of the way.”

MetroMovers joined WOMOW’s Happy Customers Program only a couple of months ago but has already had at least 10 new clients book after seeing their WOMOW listing (possibly more when they include the ones that say they searched online). Mairead says that “when people see our WOMOW listing, they’ve already decided to use us – so they’re definitely easier to sell to”. Plus, the enquiries tend to come from quality-oriented customers who value good service – “so they’re not going to shop around for the cheapest price”.

It’s not just about short-term client acquisition though as Mairead views their ratings as the reputation the business is building for the long-term; “we know that the feedback we get today will be a huge advantage – both now and in the future. The more reviews we can get, the stronger our web presence becomes.”

Mairead says that a side-effect has been the impact that customer feedback has on staff. “Whenever we get a positive review, we print it off and put it up in the staff room for all to see – it really motivates our people and everyone’s hoping one of their customers will mention them!”

When asked if they had any doubts about being reviewed, Mairead explained that “Like any business, sometimes things do go wrong along the way, but we’re confident in our ability to fix things up and end up with another happy customer – and we’re more than happy to be transparent about it and let everyone see how we operate”.