You have the Trusted Shops seal and a high valuation on the platform that you highlight at all times on the web.
In your opinion, how important is it to build trust in the user who plans to make a purchase?
Very important, it is the best way to build trust.
Jordi Vives was the one that suggested working with Trusted Shops years ago. He explained to me how powerful this Seal of Trust was and it was thanks to him that we were able to exploit the great advantages that receiving the opinions that our clients give us, but not only the positive ones.
As he explained to me, negative opinions are opportunities. In our case the Quality team check the reviews every morning at nine in the morning, that is the first thing they do. If there is an incident, someone from the team or I personally call the client to worry about what has happened, apologize and, most importantly, give them a solution.
Customers appreciate it very much and are surprised that we call them so quickly. This negative evaluation allows the client to know what our philosophy is, we care about them and we want the service to be the best.
It is a perfect excuse to talk to them so they know that there are people who care for their works to go well and when faced with any incident we are to solve it because things do not always go as we would like.