Well, we all hope we never get a bad review, but alas, none of us are perfect. Here is the exact yelp review and the URL, along with my response. (Unfortunately, Yelp only allows 600 characters to respond, so in my reply I included a link to this blog post)
http://www.yelp.com/biz/chris-nordyke---state-farm-corvallis
From Tom Q.
When we went looking for insurance, we checked with Nordyke because of recommendations. For all the recommendations, we got the feeling he was really just interested in building up his client base and adding another "chip" to his pile. We also felt that his political views were very "out there" for all to see. Now, it's not that we need our insurance agent to vote the way we do. But we don't need to know he doesn't, right?
We went elsewhere.
Tom, I'm sorry we gave you the impression you were simply a "number". Frankly I'm embarrassed. That is exactly the opposite kind of experience we want to create for our clients. I've tried to build my entire business around being relational, so I'm disappointed we failed in your situation. I'll talk with my team about it at our Monday team meeting.
Re:politics, I try to be an integrated person. I want to be the same guy I am at the office, that I am in my living room, at a city council meeting, or at the coffee shop with friends. Occasionally via Facebook or my blog I've mentioned my perspective on current issues simply to share my personality and perspective. If you've felt like I've forced my views on you, I apologize.
Thank you for leaving feedback. I'll take it to my team, and we'll work to do better.
Cordially, Chris Nordyke
2 comments:
In light of the recent reaction to your review of a local business, I'm thankful that you used this opportunity to show the business community how to respond appropriately to online criticism.
And it's all true.
Relationships are the highest priority in your business. You are the same person online and off. In the office and out. That is something I appreciate about you. Will everyone? No. But from your response, you know what to do about it.
Thanks, Chris, for leading by example.
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