We’re halfway through 2018, and if there’s one thing most businesses should be aware of and taking seriously is customer reviews and how critical they are to the success and growth of their business. At Pawn America, we are laser-focused on the review initiative and take all reviews from all platforms, both positive and negative, very seriously.  We love hearing the feedback from our customers, whether they’re shopping our website or perusing our stores, and we strive to provide 5 Star customer service to anyone we interact with. 

If an employee was great, we want to recognize them!

Teaching the importance of great customer service and providing an exceptional experience to those who do business with us is something that we try to instill in all of our employees.  All Pawn America employees are expected to treat everyone with respect and provide a high level of professionalism and it brings a smile to our face when they are called out by name for a job well done.

We genuinely are interested in your experience with us!

Feedback in any form is powerful, especially when it comes directly from the source. In our technology-driven society, a survey by “Ask Your Target Market” stated that 50% of people read reviews of a business or product “always” or “most of the time” before choosing to buy or do business with them. And, to keep the ball rolling 90% of people say online reviews influence their Purchase Decision. Reviews can be a great first impression for new customers surfing the web when deciding where to take their business.

For example, if you’re looking to pawn or sell your jewelry for the first time, a natural first step is to hop on Google and look for businesses near you that offer that service. All other factors equal, you’re probably more likely to pick the business that has a 4.7 vs a 3.2 star review, and you’ll read what previous customers had to say about their experience before making your decision. 

With reviews being collected both on Google for each individual store location , and Trust Pilot for both in-store and online customers, we have many platforms for our customers to express their experience with us. A BrightLocal survey conducted in 2016 found that 74% of people say positive reviews increase their trust in a local business, which is why Pawn America offers so many review platforms for our customers!

Negative Reviews: Let Us Fix Our Mistakes & Make Things Right! 

Though we strive for all customers to have a positive experience with us, unfortunately, that is not always the case. Negative Reviews allow for us to take accountability and learn and grow from our mistakes on a public platform.  Because all of our review platforms are public, everyone can read our negative reviews just as easily as they can read the positive. Many would think having a negative review would reflect poorly on a business, but it goes to show that we are human, we make mistakes, and we are willing to correct them and do what it takes to make things right. We care about our customers and what they think about us as a company, and we respond to all reviews regardless of their star rating. To us, a 1 Star review is equally as important as our 5 Star! With an average of 4.7 on Google and a 4 on Trust Pilot, we hope new and prospecting customers will see the positivity that our customers have for us!