We too get our daily dose of problems, much like any other startup. However, there’s one that stings more than all the others: 1 star reviews.
On December 22nd, we received a rewards redemption request from a user who had just downloaded the app a day earlier. This user had not earned any points.
We responded promptly and informed him that he would have to earn a minimum of 50 points to redeem. These rules are valid to all our users and we do not customize them according to users. We also went the extra mile and identified ways he could earn those points quickly and informed him of the same.
His subsequent response was a shocker: he demand that we give him the rewards none the less for a 5 star review. This was unethical as per our business norms. We refused to entertain this and made it clear. Unfortunately, the result was that said user gave us a 1 star review.
We are no strangers to the concept of giving out bad reviews – we ourselves are consumers when we step out of the MeDine office. When businesses do not care about customers, giving a stinker review seems the only respite. However, we have used it only when it was warranted. In a situation such as the above, where not only were we in the clear, but were also trying to help the consumer, a 1 star review seemed unwarranted and unfair.
However, at the end of the day, it is incidents such as these that show us our resolve to uphold our values of ethical practices and customer delight, obstacles not withstanding.
Here’s wishing a happy holiday season to all our faithful readers!