Most of the time, customer feedback is a nice little boost. A five-star rating, a kind comment, job done.
But every so often, one comes in that isn’t good.
And the worst way to find out about it is weeks later, when you finally get round to looking at your feedback. By then the customer has decided what they think of you, and possibly told a few other people too.
The best time to hear about an unhappy customer is the same day, while you can still pick up the phone and put it right.
Here’s a simple n8n workflow that does exactly that.
The workflow
- ServiceM8 Trigger set to On customer review submitted.
- IF node. Check the rating. Good feedback goes one way, low feedback goes the other.
- ServiceM8 node: Send text message (on the low feedback branch). Send yourself, or whoever handles complaints, a text with the job number, customer name and their comment.
- ServiceM8 node: Add job note. Something like “Low feedback received, owner alerted”, so the job diary shows it was picked up.
You can leave the good feedback branch empty to start with. Later you could use it to send a thank you, or pass happy customers on to your review request process.
Why a text and not an email?
Because this is the one message you don’t want sitting unread in an inbox. A text gets seen. And the quicker you call, the more likely it is that a disappointed customer ends up becoming a loyal one.
You’ll need the Customer Feedback add-on switched on in ServiceM8 for feedback to come in at all.
The Software Stack
- n8n
- ServiceM8 (official ServiceM8 community node, with the Customer Feedback add-on)
How do you hear about unhappy customers at the moment?
~ Hazel
Are you already using n8n? I’d love to hear what you’re automating – or what you wish you could automate.
Whether you use ServiceM8, run a trade business, or simply want to save time on repetitive admin, ask me about ready-made and custom n8n workflows. Drop a comment or send me a message and I’ll help you work out what’s possible.
Ready to try n8n? You can sign up using my partner link: https://hazelwhicher.co.uk/get/n8n
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