Here - for those of you that can navigate the Times's paywall - is today's article
First - the story. Parisians - and visitors - were being driven away from using Paris's licensed taxis, overwhelmingly owned by G7 - a business built by Andre Rousselet to the stage where it controlled 8,000 of the French capital's 20,000 cabs. Why? By dirty cabs, surly cabbies and some pretty dodgy practices.
This should become an increasingly rare sight in a licensed Paris taxi - thanks to reviews
Andre and his deputy, Serge Metz, looked long and hard for the solution to a problem that has dogged the existing taxi industry worldwide when faced with organised competitors such a Uber.
Their solution? Simple - take a leaf out of Uber's book and ask customers for reviews. Virtually overnight three things happened...
- cabs became clean(er)
- cabbies became polite(er)
- customers became less likely to be ripped off
- business began to flow back towards G7's cabs.
The point of this story
Too often, businesses and their management see reviews as either...
- a nuisance to be ignored, or
- something to be paid lip-service to, in the hope that they might just drive business (why, if that were not the case, would so many businesses not engage with reviews?)
Professional review management will drive business, and will make your business look great against its competitors, but that's not all: it will also provide your business with a great way of ensuring your service is delivered consistently, across locations and staff.