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Keep customers coming back

Customer Check-ins & Service Recovery

Hear about a problem while you can still fix it.

After the job, we ask each customer a short question about how it went. When the answer points to a problem, the right person on your team gets the customer history and the issue straight away, and we confirm with the customer once it is resolved.

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Our booking page calls this a Growth System Review. You can use the session to discuss and buy this service on its own.

Most unhappy customers never tell you.

A missed arrival window or an unfinished detail can quietly end a relationship. If nobody asks how it went, or the answer never reaches someone who can act, the first sign of trouble may be a customer who does not come back.

Why this work matters

51% of reported very poor experiences were followed by consumers reducing or stopping spending.

Capture and route concerns promptly, with enough history for the responsible team to act. A public review reply is distinct from a private remedy.

Qualtrics surveyed 28,400 consumers across 26 countries in Q3 2023. Across reported very poor experiences, 51% were followed by consumers saying they reduced or stopped spending; the base is not all surveyed consumers. This is self-reported behavior, not measured escalation effectiveness. Separately, Knox and van Oest followed 20,000 new customers of one retailer for 2.5 years and found recorded recovery partly countered complaint-associated churn. The client owns service resolution; Leadio routes concerns.

Source: Qualtrics XM Institute, What Happens After a Bad Experience, 2024 · Study context and citation →

Additional original sources: Knox & van Oest, complaint recovery research record

Why this work matters

Owner escalation No benchmark needed. The question is whether a customer problem reaches the person who can fix it before the relationship is lost.

Route the concern with its history to the person on your team who can resolve it.

This is a diagnostic to check against your own customer concerns and handoff history, not an external benchmark.

From your own records · No external benchmark

The managed work

What we take care of

Experience check-ins

Send a short check-in after agreed service milestones, asking customers to rate the experience from 1 to 5 and say what could have gone better.

Owner alerts

Route a low rating or reported concern to the owner or service lead you nominate, with the customer’s history and the issue in one place.

Recovery follow-through

Track each concern until your team has acted, then check with the customer that the problem is resolved.

Patterns and reporting

Report check-in responses, open concerns and recurring issues so you can fix the cause, not just the case.

Working together

How the service runs

  1. Agree when to ask

    Choose the service milestones that trigger a check-in, the wording, the channel and who receives each kind of concern.

  2. Ask and route

    Send check-ins consistently and route any concern to its owner with the context needed to act quickly.

  3. Close the loop

    Confirm the resolution with the customer, record the outcome and review recurring issues with your team.

Illustrative example

From a low rating to a resolved concern

Illustrative workflow with a fictional customer, not a real check-in or measured result.

Check-in

“Hi Morgan, thanks for choosing us this week. How did the visit go, from 1 to 5?” Morgan replies 2 and says the crew arrived three hours late.

Owner alert

Alert record: concern sent to the service manager with the job details, past visits and Morgan’s comment. Next action: call Morgan today.

Resolution check

After the call, a follow-up asks Morgan whether the issue is sorted. The reply is recorded against the concern.

A clear scope

What to agree before we start

Your team owns the fix. We ask, route and follow up; resolving the service problem remains your decision and responsibility.

Check-ins are separate from review requests. How a customer rates the experience never decides whether they are asked for a public review.

Channels, milestones, response times and alert recipients are agreed in scope. Customer contact follows the permissions in your records.

Standalone pricing, timing and service commitments are set out in your proposal. The Growth System’s package timing and guarantee do not automatically apply to an individual service.

Useful details

Questions about Customer Check-ins

Is this a way to filter out bad reviews?

No. Check-ins and review requests are kept separate. A low rating gets your team’s attention; it does not change whether the customer is invited to review.

Who calls the unhappy customer?

Someone on your team, usually the owner or service lead you nominate. We make sure they hear about it quickly and have the context, then check the customer is satisfied with the outcome.

How is this different from Review Management?

Review Management invites public feedback from every eligible customer. Customer Check-ins is a private conversation that finds and fixes problems.

Connected work

Prefer one managed package?

The Growth System connects work across the customer journey. We plan the work around what your business needs. Capabilities you already handle do not automatically reduce the package price.

Explore the Growth System
Your next step

Let’s talk about Customer Check-ins.

Tell us what happens today when a customer is unhappy, and who should hear about it first.

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Use our Growth System Review booking page to discuss this service. You can buy it on its own.