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An unhappy customer: what to do

Criticism hurts, especially in public. With Citypicked you usually hear it privately first, and you can respond before anyone writes a bad review.

  1. Step 1:

    Criticism comes to you

    With the star filter, customers with a low rating don't see the review sites but a private form. Their message only goes to you.

    After 2 stars: the private form with the message and optional contact details. It only goes to you.
  2. Step 2:

    Get notified right away

    Under Settings, Notifications, switch on “Private feedback right away” and “Low rating”. Then you get an email as soon as someone is unhappy.

  3. Step 3:

    Answer calmly and soon

    Open Feedback and click the message. Under “Reply by email” there is already a friendly draft with the customer's name. Adjust it and click “Send reply”. Or call, if the customer left a number.

    One piece of feedback: message, contact details, status, “Reply by email” with a ready draft and the team's notes.
  4. Step 4:

    Keep track of what you do

    Set the status to “In progress” and later to “Done”. Under “Notes”, write down what you agreed with the customer. Only your team sees notes.

And if the bad review is already on Google?

Citypicked can't change or delete reviews on Google or other review sites. Reply there publicly, briefly and factually, as described above. Anyone who reads your reviews later sees your reply too.

What helps most: many new, genuine reviews from happy customers. Then a single bad one is just one among many.