coyote

respond to a detractor before they post publicly

the whole reason for the smart-nps gate is that unhappy customers route privately to you first. when a low score lands in honeybee, here's how to handle it.

3 steps~2 min
  1. 1

    open honeybee

    low-score answers from coyote show up in your honeybee inbox tagged "coyote — detractor." open the message.

  2. 2

    call them, don't email

    an email reply is too easy to ignore. pick up the phone. acknowledge the issue, ask what would make it right, fix what you can fix.

  3. 3

    log the resolution back in honeybee

    drop a note on the conversation so the next time you look it up, the full story is there. coyote's analytics roll up resolved-vs-unresolved detractors over time.

    tip

    operators who call every detractor within 24 hours convert about 1 in 3 into a quiet customer instead of a public 1-star. the gate gives you the chance — the call closes the loop.

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