10 Tips From Top-Rated Experts to Improve Your Ratings

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18 comments

  • keeperumiami

    Over many years & dealing with many different personalities, one of the most difficult aspects of answering questions is not coming up with the answer to questions, it is coming up with the right question in the first place. In the tax and financial areas, often, assisting the customer in determining what their questions should be, rather than "JustAnswerng" their original questions, is more valuable than anything else. Explaining why is also very important....Steve G.

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  • Anh Nguyen

    @keeperumiami, this is a great point and similar to what Samuel T. referenced in #4. Do you have a tip on how to assist customers get to the heart of what they really want to know?

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  • StLouisWayne

    Experience. At least in my field you can generally tell what they are really wanting to know by the question they ask.

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  • Anh Nguyen

    @StLouisWayne, there's something to be said about experience. All of the Experts included in this article has been on the site for at least 5 years.

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  • StLouisWayne

    We all started new one day. It takes time. When I first started I was lucky to get a rating on one out of ten answers. Now I would say I get at least 50 percent of them with the same root answer. How you deliver the answer is at least as important if not more important the the answer you deliver. If you get someone chat spend a few minutes chatting with them. Its much harder to stiff you if they like you.

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  • 73bbchevy

    I also believe that a personal touch goes a long long way and empathy for the customer , I hate when a expert opts out with no explanation to a customer as to why or when they give cookie cutter answers. Try to satisfy the customer and the accept will follow , try to get the accept and you will fail.

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  • Samuel-II

    ^^^ Yep. That is one of my pet peeves, too. No explanation Opt Outs, which I trained to be against the site policy. I do not opt out without explanation. Even if simply - "I must opt out" Samuel-II

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  • Anh Nguyen

    @Samuel-II, good add.

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  • alumalite

    Congratulations Anh!

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  • MaryMeadenEsq

    Are the ratings sections that the customer views now 5 stars all the time? Any more smile faces or are those gone for good. THANKS

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  • Anh Nguyen

    @MaryMeadenEsq, all US-based customers should only see the 5-stars, but some international and PayPal customers on our old platform may still see the smiley faces. However, we hope to have everyone off the old platform in the near future.

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  • StLouisWayne

    Sorry to help derail this but are you saying us customers only have the option of 1 or 5 stars? Basically back to accept or not accept? Are we going to wipe the slates clean on our ratings so they actually have meaning? Its not very fair for some of us to have percentages based off customers who could rate in 20 percent increments while new experts percentages are coming from customers who have to rate 100 percent to rate at all.

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  • StLouisWayne

    Honestly I think the ratings should be wiped clean periodically anyway. SOmeone with 50,000 ratings can be a jerk to a customer and who cares about the negative.. it would take 1000 of them to make a measurable difference.

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  • Anh Nguyen

    @StLouisWayne, customers still see and able to rate 1 through 5 so it's not back to accept or not accept. Customers are able to see your recent ratings, in addition to overall rating, by looking at your profile. But to your point, our team is looking at ways to calculate and display Expert ratings that would better represent true customer satisfaction. We will be reaching out to the Expert community for help on this, so thanks for bringing it up.

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  • wanpakumono

    I have noticed in my brief time here that, often the customer doesn't make their question and expectations clear. I have seen where some experts jump right in with "solutions" that may not address the actual problem. If I need clarification, I will often reply by restating what I think their question is and what they are looking for. They then have the opportunity to concur, or clarify so that we can get on the same page faster. It also shows the customer that you are "listening" to them. I really hate it when it is obvious that an expert has simply submitted a cut-and-paste answer along with a request for a five-star rating.

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  • Anh Nguyen

    Hi @wanpakumono: That's a great point of restating the customer question to make sure you are giving the right information. It is against site policy to keep asking for a rating. We do send notifications on the Expert's behalf to customers and remind them to rate.

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  • Law_Maven

    the link, above, to the Negative Rating Removal policy ( https://experthelp.justanswer.com/hc/en-us/articles/201143890-Negative-Ratings-Requesting-Removal ) goes to "OOPS
    You're not authorized to access this page"

    Is there anywhere else to find information on that policy? For instance to handle a situation when a customer specifically says, "I like your answer but I don't want to pay for it so I will rate it as 1 star."

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