Tired of reading misguided rants on social media? Perhaps the complaint is justified, but they’re pointing the finger at the wrong company?
Nowadays, almost any topic has a thread on Facebook or Twitter where people are griping about one injustice or another. And while most typical review websites offer some valuable tips and information, they can sometimes leave a reader even more confused about how to proceed. Or, a reviewed business may feel unfairly attacked with questions about how honest or reliable a review might be.
That’s why moving company reviews on PCSgrades.com were designed in a different way.
So why does the PCSgrades platform make good business sense for moving companies?
While military members can officially review military Transportation Service Providers via the Defense Personal Property System, these official inputs are not openly shared with the customers who the process is intended to serve. The lack of transparency can generate frustration amongst the military community, especially with so little choice in which company to use during a move. As a result, customers often turn to social media to vent. These postings typically offer little fairness or balance and do nothing to resolve the real issues.
The PCSgrades review process is different, encouraging and rewarding positive behavior among both the moving professionals and the military community. First, a downloadable one-page notice is available at PCSgrades.com for families to inform companies their performance will be reviewed. Second, participating companies can see their reviews and have the potential to interact with their customers through the PCSgrades messaging system. The system sends messages to PCSgrades administrators who in turn relay messages back-and-forth. It’s the best of both worlds, allowing the two sides to openly communicate while providing a protective firewall between the two parties.
Should the conversation result in a different outcome, reviewers can personally edit or delete their own reviews within 90 days of first submission. So, participating moving companies can turn a typical negative review into a true positive, in a public way.
PCSgrades also provides immediate and open access for military members as opposed to the built-in delays imposed by the Defense Personal Property System for the Customer Satisfaction Survey. This allows for meaningful dialogue to reconcile any concerns with customers before they submit their official inputs to the DOD.
“It is truly a new way to do business,” says Todd Ernst, CEO of PCSgrades. “Most of the current review platforms encourage unfair, biased, and even uneducated reviews. We have gone to great lengths to distinguish our service from all the others, both for the fairness of our participating moving companies and for the great mutual benefit of our military families.”
This new tool is also available and being promoted among the 43 million veterans, retirees, and their spouses who have a much greater degree of choice in which moving companies they use for their last PCS, or next relocation.
Interested Moving Companies can participate and begin interacting with their military and veteran customers through this innovative platform at PCSgrades.com.
Author: Carla Olivo, PCSgrades Strategic Communications Coordinator, previously served as the Director of Communications for Operation Hug-A-Hero and as the Community Relations Officer for the Delaware Department of Transportation. This Marine spouse has led the Olivo family through five PCSes. She lives in Northern Virginia with her husband, a retired USMC Lt. Colonel, and their two children. You can follow her on Twitter @olivowriter.