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Patrick Speijers
Patrick Speijers
CEO
Nov 13, 2012

If you're not happy tell us, if you're happy tell others!


I have a good friend who doesn’t believe in tipping waiters 10 percent. It’s not that she’s stingy - far from it. I’ve seen her leave $10 on a $15 lunch. It’s just that she believes that you should tell the business exactly what you thought of their service, not what they think that you should pay for that service.

According to her philosophy, the tips show the restaurant what people really think of their service. If the waiter was excellent, and the service was amazing, she gives generously, and not only does the restaurant know that they has done well, she’ll tell her friends about it. If the waiter was rude and the service was poor, she will give very little tip (and in one memorable instance, no tip at all), making sure that the business knows that they did extremely badly - and she won’t go back there again, or take her friends there.

Now, at Robin, we don’t get tips (not that we’d mind :)), but we DO get feedback. When we get good feedback, we feel proud, and we want everyone to know about it. When we get negative feedback, we want to know about it, as it helps us improve our services.

Which is why our feedback system works the way it does.

When your customers give you feedback through Robin, you can configure what response they get, according to the feedback they give.

Good feedback?

Set up Robin’s automatic response system to send them to Feedback Company, for example,  to give you good feedback. Just click ‘Settings’, select ‘Email’ and scroll down to click the ‘Edit...’ link next to ‘Automatic Settings’. To create a link in your automated response, you can use the <a href=> tag, like this example:

Liked RobinHQ? <a href=”http://www.feedbackcompany.nl” target=”_blank”>Click here</a> and let your friends know too! Of course your web stores ID needs to be present in the URL.

Roy Krabben, the e-commerce manager at Expresswear.nl, uses this method to make sure more potential customers read about their excellent service:

“We use Robin in combination with the customer review solution from The Feedback Company. It motivates us that customers let us know through a review that they are very happy with our fast and personal service. Other customers now read where they can count on when shopping at Express Wear: fast and personal service”

Of course, you can send them to any review site you choose, your Facebook page to get more fans, even a sign-up form to your newsletter! In the screenshot below, for example, when a customer gives you good feedback, he is prompted to Tweet it to his followers:
Robin has customer who already work with The Feedback Company, Preferenso and Kiyoh and we are looking for reference customers who use eKomi or feefo who want to try the combination of customer service and online reviews. The options are endless!

Negative feedback?

In this case, you want to hear from them in more detail, to understand why they weren’t satisfied with your service, and make sure that you respond to them as soon as possible with a solution to their problem.

So we give them plenty of room to provide that feedback - as you can see in the screenshot below:

Of course, when a customer selects the orange or red feedback, Robin immediately alerts your people, so you can react accordingly. 

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