Triangle Legal Services

Why do I have to leave a 1 star review to finally get good customer service?

I have recently had two instances of poor customer service. One involves a well-known business payment provider that was threatening to cancel my business account because I was supposedly involved in a high-risk financial business. One of my businesses involves providing bookkeeping services to landlords and SMEs in the UK; hardly the most high risk occupation in the world. After a lot of emails back and forth I was finally informed that my appeal was not upheld. Of course, I decided to vent my anger by giving this company a 1 star review on well know review site. within hours I received an email saying they would allow me keep my account and continue to take payments from clients.

This is not good customer service!

Why does it take a 1 star review to get my complaint to be taken seriously? Why didn’t the company call me to discuss the issue so that I could explain exactly what it is I do?

In the world of business, client service stands as a cornerstone of success. It’s the lifeline that connects businesses with our clients, fostering trust, loyalty, and satisfaction. However, instances of poor customer service, like the one I recently experienced with the business payment intermediary, serve as reminders of what not to do. So what is good customer service.

  • Prompt and Respectful Communication: In my case, the initial communication from the business card provider was alarming and accusatory. Good client service begins with respectful and timely communication. Clients should feel valued and understood from the outset.
  • Understanding the Client’s Needs: Misjudging a client’s business as high risk without proper investigation is a prime example of failing to understand the client’s needs. It’s essential to listen attentively, gather relevant information, and tailor solutions accordingly.
  • Efficient Conflict Resolution: Instead of escalating the issue, the business card provider could have resolved it efficiently. Conflict resolution is an art that involves empathy, transparency, and a willingness to find mutually beneficial solutions.
  • Transparency and Accountability: Transparency breeds trust. Businesses should be transparent about their policies, decisions, and actions. Moreover, accountability is key; owning up to mistakes and rectifying them promptly demonstrates integrity and commitment to client satisfaction.
  • Empowerment of Frontline Staff: Frontline staff are the face of the company. Empowering them with the authority and resources to address client concerns fosters a culture of proactive problem-solving and enhances the overall client experience.
  • Continuous Improvement: Learning from mistakes is crucial for growth. Businesses should actively seek feedback, analyse areas for improvement, and adapt their practices accordingly. Continuous improvement is the hallmark of customer-centric organizations.

On a more positive note. At Triangle Legal Services, we pride ourselves on delivering exceptional client service. Our commitment to excellence is reflected in the glowing reviews we receive from satisfied clients.


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At Triangle Legal Services we understand the importance of forging strong relationships with our clients and providing proactive, excellent customer service.

If you are looking for a great conveyancing service at a competitive price, then call us for a no obligation quote

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