Another satisfied customer?
, by Philip Morley, 1 min reading time
Everybody - and this includes us - is influenced by customer reviews.
But, as a retailer, publishing reviews is a decision that comes with in-built risks.
For example, if you choose a reputable collector of reviews (like we do) you have to accept that a review can be critical as well as glowing. And you can’t remove the bad reviews just because you don’t like them. They get published all the same.
A review can be totally unjustified, or written in the heat of the moment. A customer can refuse an offer of help. Or expect a small business like ours to offer the kind of service they get from a giant like Amazon. That’s just how it goes.
But our founder, Sarah, takes the view that publishing reviews is, on balance, a good thing. She takes personal responsibility for maintaining good communication with our customers and the people who carefully deliver our storage furniture.
It takes a lot of time. It’s a non-stop activity. But people notice.
For an extended period, Elderflower Lane has been a Star Seller on Etsy - whose standards are amongst the highest in the industry - and the reviews on our own website show a consistent and growing flow of appreciative customers.
We’re not going to lie, we do get an occasional moan. We’re only human and sometimes our best isn’t good enough. But, with the dream that every review can be a great one, we keep trying.
Hard working furniture. Hard working team.