Nope, you didn’t read the title incorrectly. We will be going over some of the negative reviews we have gotten over the last few years here at Joyland.
There are other things I would rather discuss than negative reviews about Joyland. But the main reason I’m doing this is because one of the big values we have is transparency. We want to be the same people on the inside as we are on the outside. We want to be the same with our customers as we are when we are not with them.
Ultimately, we want people to know who we actually are and how we truly care about the customers we provide service to.
Here are a few customer reviews that aren’t so great, and I’ll go into detail on how they were resolved or what we did after the review was posted to make sure similar things don’t happen in the future.
A Missed Reminder
One review we received was totally our fault. A customer reached out to us for a leak diagnosis. We had scheduled an appointment with the customer, but the repair tech couldn’t make it at the planned time, so the tech reached out to reschedule and told the customer that they would call them the following week. That’s when things went downhill.
The customer never received that follow-up call and started to get understandably frustrated. I went into the customer’s file and found out that our tech forgot to set a task reminder to call, which is something that should have been done. Since this was on a Saturday, the text was caught up with other tasks, but the follow up call was missed. Because of this the customer reached out again to get the ball rolling.
They were gracious enough to give us a second chance. We were able to go out and diagnose the issue, but the experience highlighted an important lesson for us: we need to be more diligent about setting tasks and ensuring that we’re consistently following up on things.
From “Pane” to “Pain“
The next review was from our window and door company before we bought it back in 2023. It’s a simple one star review, but I still want to go over it since it’s a good one to talk about.
The customer review states that she put in an estimate request on their website and never heard back. Sadly this is all too common in the home improvement industry. Since taking over the window and door company, which is now called Joyland Windows and Doors, we have changed many of the processes that were previously in place. One of the goals we have that apply to both companies is that we respond to customer requests within 10 minutes of when they submit a request during work hours.
The Roof That Was a No-Go
The last review I’ll bring up is from somebody who called in and wanted to get a quote for a repair on their roof. When we looked at the roof, we found that the roof was too far gone to be repaired and we wanted to replace it for the customer. However, the customer was pretty adamant that they wanted a repair quote and said the insurance company told them that a repair quote was necessary.
We were not comfortable giving just a repair quote since our expert opinion was that the roof was too damaged or at the end of its lifespan to be repaired. Although we love repairing roofs whenever possible and have an entire team dedicated to that, there are circumstances in which the roof is too far gone and attempting a repair would be like trying to put a Band-Aid on a broken leg. The last thing we want is to have customers spend money for us to repair their roof or attempt a patch, only to have them continue experiencing the problem. Nobody likes spending money like that.
As a professional roofing company, our responsibility is yes, to provide our customers what they want whenever possible, but not by compromising our values or quality or compromising their roof for the future. And that was the case here, unfortunately it just didn’t work out.
Not Fun, But Needed
So there you go. Some negative reviews. Again, not super fun, but it’s real, it’s reality.
Our goal here is to really get better every day. We train, we take seminars, we improve processes. We can’t just go and erase these bad reviews. We can’t just forget that we’ve done something wrong in the past. But what we can do is learn from our mistakes and get better and improve our processes as we go along.
And so as we move forward in the future, I have the confidence that we can serve our customers better and better and better. Not because we’re perfect, but because we are improving day after day and making those fine tweaks to our processes so that our customers can get a better experience.