We expect our clients to research our company before hiring us to refinish their fine furniture
Toronto, Ontario (PRWEB) June 16, 2011
Greater Toronto Area fine furniture restoration and upholstery firm TMC Restoration is focusing on refurbishing its online reputation by embracing blogging and social media.
For much of the past year, three spurious complaints at a notorious US based complaint website and others at a similar Toronto based site have ranked extremely well on search engines such as Google or Bing. The complaint pages even outranked pages from their own website under searches for the company name.
“Internet complaint pages caused huge issues for us. We expect our clients to research our company before hiring us to refinish their fine furniture,” says TMC Restoration sales manager Jesse McBride. “We’re a reputable company with a long history of good work and thousands of satisfied clients but you wouldn’t have known that looking at search results.”
TMC Restoration has been in business in the same location for over 30 years. Over time, the firm has grown into one of the largest furniture restoration businesses in Southern Ontario. With the advent of consumer complaint websites however, three decades of good work is threatened by complaint posts written by anonymous authors who purport to be former clients or employees. Some of the posted complaints are barely literate and few resemble McBride’s records of client experiences.
To counter the effect of the complaint sites, TMC Restoration followed the advice of online marketer Alan K’necht, co-founder of Digital Always Media, “Be wide open and absolutely transparent”. This month, TMC entered the social media realm with a new profile on Facebook, a Twitter profile and a revitalized blog.
“We want to engage our clients in direct conversations,” says McBride. “If a customer or potential client has issues, complaints or problems, we want them to be able to contact us directly and openly. We welcome all questions and comments to our Facebook page, to our Twitter profile and at our blog.”
The roots of most complaints are found in the process any furniture restoration business has to operate under. Rather than have people bring items into their shop, TMC Restoration sends appraisers to the homes of potential clients. After agreeing to costs and signing a contract, the furniture is picked up and taken to TMC Restoration’s Brampton, Ontario workshop. The restoration process can take several months especially when re-upholstery work is necessary. Added expenses from hidden problems are often found only after the refinishing work is already underway. Though the client has already recognized that extra costs are likely to be found after their furniture has been disassembled, the shock of higher fees is understandably aggravating.
When the process is complete and the refinished furniture delivered, the vast majority of clients are happily satisfied. For them, the engagement ends there. In any service based business, there are going to be a few clients who are not satisfied. Obviously, they tend to be the ones who post to consumer complaint websites.
“We’re glad to be getting in front of the problems posed by consumer complaint websites,” McBride concludes. “Using the Internet and social media, we think we can speak with our customers and work through all potential real and perceived problems before they become critical.”
About TMC Restoration
TMC Restoration has been in business in the same Brampton, Ontario location for over 30 years. Over that time, the firm has grown into one of the largest furniture restoration businesses in Southern Ontario.
TMC Restoration’s website is found at: http://www.tmcrestoration.com
TMC Restoration’s blog is found at: http://blog.tmcrestoration.com
TMC Restoration’s Facebook page is at: http://facebook.com/TMCRestoration
TMC Restoration’s Twitter Profile is: http://twitter.com/tmcrest