Vendor Ratings Forum

[sphelps]

Christy, can you remove the vendor rating forum for Engineered Aquariums as well. Although I like the idea I don't think it has been setup appropriately.

I have worked very hard making sure every customer I've had is 100% happy. To the best of my knowledge I've never had an unsatisfied customer and yet someone has voted stating they are very unsatisfied and I'm completely powerless to correct this. If a customer was unhappy I would do everything in my power to change that even if it meant a full refund. I highly doubt that this voter was a customer bur rather some random member with some kind of grudge regarding an unrelated issue.

The major problem with the system is that anyone can vote, only customers of that vendor should be able to vote. This seems like cruel and unusual punishment towards us vendors, I don't think we all need to suffer as a result of one bad egg.

Thanks,
Steven Phelps

On another note, I welcome feedback from actual customers. If you have any issues or concerns with any of my products please contact me directly. After that if you are still unsatisfied feel free to post publicly.

[fencer]

What I might suggest to vendors is that they email out a satisfaction/performance survey to each customer they sell to or deal with, surely this cannot be too much to ask. Or is it? This also provides proof that they asked if the customer was happy or not.

[Aquattro]

Originally Posted by fencer

What I might suggest to vendors is that they email out a satisfaction/performance survey to each customer they sell to or deal with, surely this cannot be too much to ask. Or is it? This also provides proof that they asked if the customer was happy or not.

Keep in mind someone's satisfaction level may be based on service received before entering into any sale, and may not have bought anything after being disappointed in the service.

Therefore, a survey isn't going to cut it.

It's laughable, to me anyway, that a vendor can be upset about having one poor rating with dozens of positive ratings. That gets my vote for unsatisfied right there

[Snappy]

Coral Master is willing to be critiqued on this rating forum, customer accountability or not. I always follow up with online sales to confirm that things at the very least have met customer expectations. That is the best time for customers to complain if there is an issue, not say everything is fine and then later act like it wasn't. That said, I am for the most part pleased with the rating system but I would just appreciate if/when a customer isn't satisfied they give me an opportunity to correct the problem. My goal is to have 100% very satisfied customers but it seems impossible to please 100% of the people 100% of the time so I can only worry about what is actually in my control and perform my due diligence. I would also like to add that whoever those few customers are that were not satisfied, please get in touch with me. At Coral Master it's never too late to nmake things right.
Mods keep up the good work, we appreciate all you do!
I am not sure I really understand what "neutral" votes are supposed to mean?? Are they saying they are indifferent and don't have an opinion? Sorry I guess since I almost always have an opinion and more than often voice it I just don't get that option.

[Zoaelite]

Originally Posted by Snappy

Coral Master is willing to be critiqued on this rating forum, customer accountability or not. I always follow up with online sales to confirm that things at the very least have met customer expectations. That is the best time for customers to complain if there is an issue, not say everything is fine and then later act like it wasn't. That said, I am for the most part pleased with the rating system but I would just appreciate if/when a customer isn't satisfied they give me an opportunity to correct the problem. My goal is to have 100% very satisfied customers but it seems impossible to please 100% of the people 100% of the time so I can only worry about what is actually in my control and perform my due diligence. I would also like to add that whoever those few customers are that were not satisfied, please get in touch with me. At Coral Master it's never too late to nmake things right.
Mods keep up the good work, we appreciate all you do!
I am not sure I really understand what "neutral" votes are supposed to mean?? Are they saying they are indifferent and don't have an opinion? Sorry I guess since I almost always have an opinion and more than often voice it I just don't get that option.

Thank you Greg! You sir are the type of vendor that I want on this forum, plain and simple no beating around the bush getting things done properly! I ask very politely and apprehensively for the rest of the vendors to follow Gregs lead, you are all great businesses and the populace of canreef does reward that with positive reviews!

[wickedfrags]

To what end? I am not opposed to any comments in my sponsored forum and would hope staff would not modify comments without my permission.

Originally Posted by Brent F

Dave,

Since you don't want feedback posted on this site I have removed all posts where I previously commented on frags I purchased from you from this site.

Why must comments be anonoymous???????????? I fully support a system that allows discussion of issues on this board.

Originally Posted by i2as kass

Have to agree, although I completely respect wickedfrags decision to pull out from our Canreef rating scale I believe that as a vendor you should have nothing to hide. If everyone on canadafrags.ca is raving that you provide excellent service then it should be the same here on canreef. I personally have made the decision to not purchase product from vendors on the site that choose not to have there services rated. When it comes down to the bottom line, if you practice good business etiquette and make sure your customers are happy then you have nothing to worry about. Yes vendors should be stopped from posting on other vendors and yes the votes should be monitored (This is canreef though and the mods do an amazing job of it!) but to say that no one can rate you because you believe you always provide 100% customer service is absolutely ridiculous!

[Brent F]

Originally Posted by wickedfrags.com

To what end? I am not opposed to any comments in my sponsored forum and would hope staff would not modify comments without my permission.

Why must comments be anonoymous???????????? I fully support a system that allows discussion of issues on this board.

Any negative comments are not permitted so would be removed from your sponsor forum as they would from any other. Since only positive comments are permitted I decided not to comment on any vendor who does not want to participate in the polls.

If vendors opt out they shouldn't be surprised if customers do too. I have a difficult time with the rules for one vendor being different than all others. I can post feedback on everyone except you under the current setup and decided if you don't want my feedback it is inappropriate to comment at all on any purchases.

The moderators have done well with this first attempt at trying to find something workable. I anticipate we will end up somewhere other than where we are right now. Why not work with them instead of opting out?

I see your point on anonomous comments. I don't have problems with voting being public. I also don't have problems with the current setup where voting is confidential and the vendors have the ability to ask the moderators to investigate to ensure the votes are legit.

[Monti-Man]

I have dealt with bussiness's that before i have even bought something I received the poorest customer service and choose not to shop there.So should i not be able to rate them because i never purchased anything there? i have received details(promises) on shipping,packaging etc before i actually enetered into the sale and had i known about the bussiness from some other way than i wouldn't have shopped there.Sure the product might be okay but in all reality the customer service sucks as they lied from the get go. Its not all about the purchasing power. Customer Service has alot to do with a voting system as we'll.


I would think that the vendors with good customer service and rating's have nothing to worry about when it comes to 2 upset people and 30 happy customers. Example(Snappy)
Yes indeed if you have alot of unhappy people than either something is up(pm a mod) or you need to reevaluate how you are running your bussiness.

You can't please everyone. Do you think places like Future Shop etc....Really care about the people they have ticked off along the way. They have enough "Happy" customers to still run a good bussiness.

[fishoholic]

Originally Posted by Snappy

question:I am not sure I really understand what "neutral" votes are supposed to mean?? Are they saying they are indifferent and don't have an opinion? Sorry I guess since I almost always have an opinion and more than often voice it I just don't get that option.

For me I voted places "neutral" when I thought the store was ok, meaning not great but not bad either. For example the one store I rated neutral has a good selction of fish but about 1/4 of them aren't very healthy, their frozen food selection is great and they have the best prices for frozen food in town, their tanks are decently priced however their skimmers and lights are way over priced. So for me a neutral vote seemed right.

Hope that helped.

[christyf5]

For me, I suppose "neutral" would be that I could take it or leave it. The store was hit or miss. I guess if sometimes you're satisfied and sometines you're unsatisfied you'd have to vote somewhere in the middle?